Please ensure that you have read these terms carefully prior to booking any consultation, treatment, or procedure. These terms tell you who we are and how we will provide our services to you, information required and what to do if you have a complaint.
OUR CONTRACT WITH YOU
Who we are:
Dr Justine Kluk is a trading name of London Skin Consultancy Ltd, which is registered in the United Kingdom, Company Registration Number: 09752191.
You can contact us by:
Telephone: 0203 7333225
E-mail: contact@drjustinekluk.com
Address: 25 Harley Street, London W1G 9QW.
We may revise these Terms and Conditions from time to time at our sole discretion. The version of Terms and Conditions which exists at the time you make your booking will be the Terms and Conditions that govern your contract with us.
If you do not agree to be bound by these Terms and Conditions, you must let us know as soon as possible so that we can cancel your booking.
Information about charges:
A guide to our fees can be found at www.drjustinekluk.com/prices. Payment for all new patient appointments is taken the day of the booking to secure the appointment.
Payment for all other appointments/procedures and tests is taken 7 days in advance. If payment has not been received 7 days before the date and time of the consultation/procedure/test, we will assume you no longer wish to proceed, and the consultation/procedure/test will be cancelled.
Following your consultation, you may need certain tests (such as blood tests or imaging, for example an X-ray, MRI, or CT scan) to help us diagnose your condition. These are not included in the consultation fee.
If any additional procedures or tests are recommended or provided on the day of your appointment, you will be informed of the additional costs on the day before these are carried out. If they have been discussed prior to your appointment, confirmation of the costs will be provided in advance.
If the test is undertaken by 25 Harley Street or an external provider and not by us, the fees for those tests will be determined by the provider and charged to you directly. Confirmation of these costs will be provided in advance wherever possible.
Please note:
We do not accept Amex.
We accept all other major credit/debit card payment methods
We do not currently have Apple Pay.
We do not accept cash or cheques.
Procedures e.g. skin surgery, cosmetic injectables, cryotherapy, hyfrecation and steroid injections:
Your appointment invoice will reflect any procedure/s that have been agreed in advance. If this changes on the day of your appointment and further treatment is undertaken, the additional charges will be discussed with you first and we will take payment for the difference on the day.
Financial interests:
We are legally obliged to tell you if we have any financial interests in 25 Harley Street or any equipment there. We can confirm we do not have any such financial interests.
GetHarley partnership:
As part of a new patient appointment, your dermatologist will recommend a bespoke skincare plan (where relevant). To support you in sourcing the recommended products conveniently, we partner with a third-party platform called GetHarley, with whom we have a commercial relationship.
Following your appointment, we will securely share a limited set of personal and safety details with GetHarley to help set up your personalised product shelf. This includes your name, age, contact details and any relevant health information (e.g. allergies or pregnancy status).
GetHarley will then send you a link via email, SMS or WhatsApp where you can view and purchase the recommended products, if desired, however there is no obligation to purchase from them.
Our clinic earns commission on any products you buy through GetHarley. This does not affect the price you pay, and GetHarley offers a price matching service to ensure competitive pricing.
GetHarley may contact you periodically to check in on your order, offer product replenishments or provide updates on relevant skincare offers.
Your dermatologist retains full responsibility for your skincare plan. GetHarley does not provide medical advice or amend the product recommendations made by your clinician. If you have any questions about your skincare plan, these should always be directed to our clinic.
If you do not wish to be contacted by GetHarley or would prefer not to receive these communications, you may opt out at any time.
You can read GetHarley’s full client terms and conditions here: GetHarley Terms and Conditions
You can read GetHarley’s privacy policy here: GetHarley Privacy
Bookings:
You must have a UK address to register with the clinic.
A new and follow-up consultation lasts up to 30 minutes.
All new patient appointments will need to be paid on the day of booking.
A booking is only provisional until we have all relevant consents and payment.
If you are a new patient, have not been seen in the past 12 months or have changed contact details a new registration form must be completed prior to your appointment. Failure to complete this could lead to cancellation of your appointment.
If you have not been seen within the past two years, a new patient consultation will be required. This is to ensure that we have your most up-to-date medical history to provide you with safe and appropriate care.
If you have previously received or are currently receiving treatment from another dermatologist, you must disclose this information, provide all relevant correspondence, and test results. A second opinion appointment will be necessary and will be scheduled subject to the review of your clinical query and correspondence provided.
It is your responsibility to update us if your contact details change so that you do not miss our reminders and prescriptions are delivered to the correct address.
Our booking confirmation email will inform you of any preparation required in advance of your appointment or treatment. Failure to follow the guidelines may mean that we cannot accommodate you in relation to the service booked. Please read all correspondence and complete the required documentation for the consultation provided at least 3 days before your appointment.
All our consultants are trained and approved in accordance with our treatment protocols. We will always endeavour to fulfil any requests to be seen by a particular consultant, however there may be occasions where this is not possible.
Patients under 18 must be seen in person for their first appointment. Further appointments can take place on Zoom, though we would encourage in person attendance from time to time where possible.
Under 18-year-olds must be accompanied by a parent or guardian to all appointments regardless of location.
Patients aged 18 years or over must provide their contact details. We are not able to discuss any clinical information with anyone other than the patient if they are 18 or over unless we have a written consent from the patient.
Patients who are prescribed isotretinoin (Roaccutane) need to be able to attend appointments in person at 25 Harley Street. An in-person assessment is required before treatment is started, one month after starting treatment and at least 3 monthly till the end of the course. If additional appointments are required, these can take place via a video consultation.
Treatment advice, skincare recommendations, review of results or other documents, evaluation of complications etc is not undertaken by (electronic) correspondence and requires a follow-up consultation.
Teledermatology (e.g. video consultations):
Teledermatology has been defined as the practice of dermatology at a distance and may be conducted in real-time, utilising videoconferencing equipment e.g. Zoom or by store-and-forward methods, when transmitted digital images or photographs are submitted with a clinical history.
Face-to-face consultation between patient and clinician remains the gold standard and teledermatology should not be seen as a substitute for face-to-face consultations, but as a complementary service in circumstances where it better serves the interests of patients and offers better use of resources (such as during the Covid-19 pandemic).
While teledermatology can be very convenient in many cases, it has limitations, and sometimes an in-person consultation needs to occur. We have limited the types of skin condition that we can assist with by video consultation to those that can be safely managed from a distance e.g. acne, however if there is any uncertainty following a virtual appointment, we will recommend a face-to-face consultation.
Examples of situations where teledermatology is not suitable include:
Please book a face-to-face appointment for these.
You must be in the UK at the time of any video consultation with us. We reserve the right to terminate the appointment if we become aware that you are not in the UK during your consultation. No refund will be offered if you are not in the UK at the time of the appointment. Please reschedule if you will not be in the UK at the time of your appointment.
Digital photographs can be helpful alongside a video consultation to improve accuracy. Any images sent by you to us will be stored securely, but there are the usual risks associated with sending any images via the internet so please try not to include identifiable features wherever possible. Once received, images will form part of your medical record and will not be accessed by anyone outside of the treating team. If we think it would be helpful to share an image, for example, to refer you to another specialist for advice, we will ask your consent first.
All teledermatology records will be retained for the duration of the patient record and for time periods required by national guidance. You have the right to withhold or withdraw your consent to teledermatology at any time without this affecting your right to future care.
A consent form will be sent prior to your first teledermatology appointment and must be completed prior to the appointment.
Zoom links will be emailed the day before your appointment once requested consents and payment have been received.
Repeat prescriptions:
Our clinic offers an online repeat prescription service for patients. This is intended to bridge any gaps in treatment before your next appointment and does not take the place of regular follow up appointments with your doctor. Eligibility:
Patients eligible for the repeat prescription service will have seen their dermatologist within the last 3 months.
Repeat prescriptions are occasionally offered over a longer time frame (e.g. within 6 months of the last appointment) provided this is within the recommended follow up interval agreed at the last appointment.
Please refer to your last clinic letter if you do not have follow up booked or are unsure.
It is not possible to write repeat prescriptions for isotretinoin (Roaccutane) or for oral antibiotics without a consultation.
There is a £35 administration fee to use the repeat prescription service. This will be charged for all repeat prescriptions including replacement of lost or expired prescriptions.
There is typically a 3-4 working day turnaround for a repeat prescription. If you require a short-notice prescription (e.g. same or next day), a premium repeat prescription service is available at a fee of £50.
The repeat prescription fee is separate from the cost of the medication and delivery charged by the pharmacy.
Letters and medical reports:
A clinic letter will be sent after your consultation. We will aim to provide this to you within 5 working days.
Letters or simple medical reports requested outside of a consultation will incur a fee of £35.
Fees for more extensive reports will be decided on a case-by-case basis, depending on requirements.
Cancellation and late arrivals:
We require at least 48 hours’ notice if you wish to reschedule or cancel your appointment or procedure without charge. For appointments on a Monday, we must receive notification before 9.30am on the preceding Friday.
Appointments cancelled outside this timeframe will be charged in full.
If two or more consecutive appointments are cancelled (regardless of the notice period) full payment will be required in advance for any future bookings on a non-refundable basis.
Please note that if you are using private health insurance, they will not cover a cancellation fee so you would be invoiced directly. If you are late for your face to face or teledermatology appointment, it may not be possible to conduct a full consultation, but the same charges will apply.
If you are more than 10 minutes late, you will be asked to rebook at your own cost as it is not possible for us to conduct a full consultation without impacting other patients booked after you.
If we cancel your booking due to unforeseen circumstances, we will provide you with as much notice as possible and seek to find a suitable alternative appointment time or provide you with a refund should you choose.
Confidentiality:
Personal and Medical data will be collected from you to order to carry out our services. All data is managed in the strictest confidence and only shared with trained clinic staff.
Please click on the following link for more information regarding our privacy policy.
Photos:
Photographs may be taken during clinic appointments or requested prior to teledermatology appointments to monitor and record your care. This is particularly important if you are having a surgical or cosmetic procedure so we can assess outcomes or if you have a skin lesion that we need to monitor over time.
These photographs are stored securely in our cloud-based storage which is compliant with
GDPR regulations and will only be viewed by members of the internal team.
If your case is recommended for discussion at our skin multidisciplinary team meeting (MDT) or we need to refer you to a colleague for further advice or treatment, we will take consent for your agreement to share your images with the medical team(s) involved.
Process for taking photographs in clinic:
1. Image captured using clinic iPad
2. Image transferred to patient record on Semble (and SharePoint if MDT discussion is planned)
3. Image deleted from clinic iPad
Process for images provided remotely:
1. Consent form to be completed indicating level of consent e.g. for patient record, MDT, teaching, publication
2. Image(s) uploaded via Semble link – please try not to include identifiable features where possible
3. Image transferred to patient record on Semble (and SharePoint if MDT discussion is planned)
Extra images not adequate for or needed in the record may be deleted.
Liability:
We will not be liable for loss / damage which occurs due to:
Complaints
If you are not satisfied with the service provided, please contact us via phone or email using the information provided above.
We have a 3 stage complaints procedure.
Stage 1:
Your complaint shall be passed to the clinic manager or the designated manager on duty, we shall acknowledge your complaint within 24 working hours and endeavour to find a resolution for you.
If further investigation is required, we will aim to provide you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.
We will deal with all complaints confidentially and following an investigation, will consider making changes to the patient service.
Stage 2:
If you are not happy with the resolution of your complaint this shall be passed to the Medical Director who will review the investigation and contact, you either by phone or in writing.
Stage 3:
If you remain unsatisfied after you have received our final response, you can request a review of your complaint by an external dermatologist.
Care Quality Commission (CQC):
You may also wish to contact the Care Quality Commission (CQC) regarding your complaint. Please note, however, that the CQC does not investigate individual complaints. Instead, it is the regulatory body responsible for overseeing independent healthcare providers in England, including 25 Harley Street. London Skin Consultancy operates under 25 Harley Street’s CQC registration.
Contact details for the CQC: Care Quality Commission Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Telephone: 03000 616161 Website: www.cqc.org.uk
Quality Information:
You can compare independent information about the quality of private treatment offered at the hospital and other private healthcare providers from the Private Healthcare Information Network (PHIN) website: www.phin.org.uk.
Your statutory rights:
Laws applicable to these Terms and Conditions:
These terms are governed by the laws of England and Wales, you can bring legal proceedings in respect of the services to the courts of England and Wales. If you live in Scotland or Northern Ireland you can bring legal proceedings in respect of the services in either the Scottish, Northern Irish, or the English courts, respectively.
Nobody else has any rights under this contract:
This contract is between you and us. No other person shall have any rights to enforce any of its terms.