Clinic Policies
Statement of Purpose
London Hormone Clinic Ltd
1 – 2 Jacob’s Well Mews
London W1U 3DT
Tel: 020 3905 7580
E-mail for appointments: info@londonhormoneclinic.com
Service Provider
Dr Janine Ruth Toledano
Legal Status of Provider
Organisation – Limited Company
Service Type
Doctors’ Consultation Service
Aims and Objectives
The London Hormone Clinic Limited specialises in providing medical services for hormonal health to private patients. The practice provides consultation, assessment and treatment to women and men aged 18 years and over. The service provides advice and information on the prevention, as well as the treatment of disease, disorder or injury, as well as diagnosis and screening interventions, and family planning services.
The London Hormone Clinic Limited ensures a high level of anonymity to all patients. The practice provides a discreet and highly confidential service that is also professional and personal. The London Hormone Clinic Limited bases its advice and treatment on national and international evidence based medicine.
Details of Regulated Activities and Patient Requirements
Treatment of Disease, Disorders, Injuries
Dr Toledano is a leading holistic doctor and women’s health specialist. She has special interest and expertise in providing interventions and treatments for PMS, Endometriosis, Polycystic Ovaries, Ovarian Cysts, Fibroids, Menopause, Thyroid Function, Osteoporosis, Depression, and Hormone Replacement.
Dr Toledano believes strongly in the need for a change in medicinal focus towards health maintenance and healing, rather than on disease. The clinic, therefore, focuses on disease prevention through lifestyle, diet, exercise, stress management and emotional well-being.
Diagnostic and or screening services
The treatment of disease, disorder and injury requires access to a range of diagnostics and screening procedures. The practice works closely with pathology and diagnostic centres based in the area for the provision of diagnostic and screening services for patients.
Family planning services
Dr Toledano provides advice with regard to family planning
Dr Toledano also has access to an extensive network of specialists should the need arise for further referral.
Privacy and Dignity
All patients who wish to receive treatment at the practice will be treated with the utmost dignity and respect.
Patients, their carers and representatives will be addressed by their preferred name or title and the appointment will be treated in complete confidence.
Dr Toledano will always ask if the patient wishes to have a chaperone of the same gender present prior to any examination or screening procedure. Patients may also request this at the time of booking the appointment.
Equality and Diversity
Dr Toledano provides medical treatment to many national and international patients. All patients are provided with the same high standard of medical care, irrespective of their gender, ethnicity, racial and religious background and physical, sensory or mental ability.
Dr Toledano is able to arrange suitable chaperones and interpreters to be present at appointments if the patient requires. Patients should make it known if they require these services at the time of making the appointment.
Getting to the Practice
Nearest Underground stations: Bond Street, Oxford Circus, Baker Street, Marble Arch
Parking is not available in Jacob’s Well Mews. Pay and display parking facilities are available in adjoining streets. Please note the congestion charge applies in the W1 area.
There are no steps to access the practice. Patients should make it known if they have any disability that requires assistance in accessing the practice so suitable arrangements can be made.
Contacting the Practice
Dr Toledano can be contacted either by phone, email or through the practice website.
The service can be contacted by phone from 9:00am to 5:30pm Monday to Friday. Patients may also leave a message outside of these hours or by email.
Out-of-Hours Emergency
In the case of a medical emergency out of office hours, patients should go to their nearest NHS Accident and Emergency Department.
Fees
Patients are responsible for settlement of their own accounts. Details of fees are available on request by contacting the practice.
In the case of patients settling their own accounts, please note that credit cards are accepted, cheques are not accepted.
How to Make a Suggestion or a Complaint
Please ask us for a copy of our printed guide, ‘How to Make a Complaint,’ which complies with the requirements of the Care Quality Commission with whom we work constantly to improve our service to patients.
We welcome any comments or suggestions you may have about the services on offer at the practice. We recognise that there may be occasions when you feel you wish to complain about some aspect of the healthcare service you have received.
If you feel you wish to discuss an issue or indeed make a complaint, we would kindly ask that you bring this to the attention of Dr Toledano as soon as possible.
We have a complaints procedure for your information, which is available upon request. Please contact the practice. Dr Toledano will be happy to discuss your complaint at any time.
Alternatively, you are welcome to contact our regulatory body, the Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA (Tel: 03000 616161)
Privacy Policy
We value your privacy and want to be clear about the data we collect, how we use it and your rights to control that information which is why we have reviewed our Privacy Policy.
We have made these updates to reflect the high standards established by the General Data Protection Regulation (GDPR), a set of laws passed in the European Union, which explains how an organisation will handle personal data.
Privacy and your personal data
We are committed to protecting the privacy of our patients. This privacy policy is intended to inform you on how we gather, define and use your data. This policy applies to information collected by us, or provided by you, during your appointment, via email, our website, or in any other way including over the phone. All your personal data will be held and used in accordance with the EU General Data Protection Regulation 2016/679 (“GDPR”) and national laws implementing GDPR and any legislation that replaces it in whole or in part, and any other legislation relating to the protection of personal data.
The information we record during your consultations & treatment appointments
When you visit the clinic, you will provide personal information including your name, address, date of birth, contact details and medical history. During your consultation, medical notes are taken. Prescriptions may be required, and a letter sent to your doctor or another specialist with your consent. This will form part of your medical records. Prior to your appointment you will be asked to read and sign a consent and payment form which forms part of your medical records. Subsequent to your appointment we will record treatment outcomes which forms part of your medical records.
The information we record via our website
When you visit our website, you may provide us with personal information such as your name, email address, and phone number. This information is collected when you request an appointment or contact the practice via email. We may retain the content of your email correspondence as part of your medical records. This applies regardless of the type of device you use to access our website.
How we receive information from third parties
All blood and pathology results are sent to us via secure websites. These form part of your medical records.
How we use your information
Your personal details and medical records are for legitimate purposes and ensure we are able to”
Provide the best possible care
Diagnose medical concerns, provide treatment plans and write prescriptions
Write letters to third parties
Confirm your appointment by text, email or phone
To answer your questions by email or phone
You have a responsibility to inform us if any of your details such as name, address, contact numbers change, so our records are accurate and up to date for you. We use data for audit purposes.
How we maintain confidentiality of your records
We are committed to protect your privacy and will only use information lawfully in accordance with the new General Data Protection Regulations 2018. Every member of staff has a legal obligation to keep information about you confidential. We work with an IT Specialist to maintain and protect our data.
How we share your information
We will only share your data with a third party with your consent. We do not sell our database to third parties.
How long we hold your information
As a medical practice we are required to hold medical records for ten years.
Your Rights
You have the right to withdraw your consent at any time by contacting us via email or letter. We will no longer contact you although medical records must be retained for ten years. You have the right to request a copy of your medical records and this request must be put in writing and signed by the patient. We are required to respond to you within 30 days. You have the right to have information updated or corrected if you feel it is inaccurate, incomplete or out of date. This request must be put in writing and signed by the patient.
Changing our Privacy Policy
Our privacy policy will be reviewed regularly and updated as needed or as required by law. The revised policy will be displayed on our website. Where necessary, you may be asked to sign the consent form again.
Objections & Complaints
Our Data Protection Officer is Dr Jan Toledano who responsible for ensuring the practice keeps your information secure and confidential and can be contacted on 0203 905 7580 or via info@londonhormoneclinic.com
Further complaints complain can be directed to the Information Commissioners Office (ICO) at www.ico.gov.uk or telephone 0303 123 1113.
Data Breaches
The practice has a Records Management Policy in place.
Harassment and Bullying Policy
This policy is based on the NMC guidelines ‘Practitioner/client relationships and the prevention of abuse’.
All employees and patients are encouraged to raise complaints about bullying and harassment which may be encountered. Such complaints will be taken seriously and treated sensitively and confidentially. Members of staff are also encouraged to complain or raise any issues on behalf of a colleague or patient.
Definitions
BULLYING - Persistent offensive, intimidating, malicious, insulting or humiliating behaviour, abuse of power or authority which attempts to undermine an individual or group of employees or patients and which may cause them to suffer stress.
HARASSMENT - Unwanted conduct that violates people’s dignity or creates an intimidating, hostile, degrading, humiliating or offensive environment.
It is important to distinguish harassment from an action with mutual consent of all parties e.g.: sexual relationships freely entered into and acceptable to those involved. It is the action rather than the intention of the perpetrator and the impact upon the recipient which is significant in determining what constitutes harassment. Ultimately, the question to be asked is “has the individual been treated in a detrimental way on improper grounds”.
Harassment or bullying can present in the following forms:
Physical abuse
Psychological abuse
Verbal abuse
Sexual
Financial/material abuse
Neglect
Detailed descriptions with examples of what is covered in each category are listed from points 13 to of the NMC guidance ‘Practitioner - client relationships and the prevention of abuse’.
Boundaries define the limits of behaviour which allow a patient and a practitioner to engage safely in a therapeutic caring relationship. These boundaries are based upon trust, respect and the appropriate use of power.
Abuse by harassment or bullying within a practitioner-patient relationship is the result of the misuse of power or a betrayal of trust, respect or intimacy between the practitioner and client, which would cause physical or emotional harm to the client.
In the environment of a medical practice, these boundaries extend to the behaviour of all practice staff and any other patients, parents or guardians that are present at the practice.
If any member of the practice suspects that a person is being harassed or bullied, they must report this to the registered person or another member of the practice team. If the allegation is against the responsible person/registeredmanager, the person making the allegation must seek further advice form the CQC.
The responsible person/registered managermust investigate the incident by following the procedures as shown at the end of this policy.
Prevention of harassment and bullying at the practice include:
Staff support and management:
Checking of references and police records for all staff.
Induction programmes for all staff which include the recognition of potential problems within the practitioner-client relationship.
Regular performance reviews.
Staff training and development on handling patients and children, types of harassment /bullying, self awareness and own behaviour, reporting harassment/bullying.
Staff awareness of the NMC guidance: ‘Practitioner – Client relationships and the prevention of abuse’.
Management policies and procedures:
The GMC regulations for the limits of the practitioner - client relationship are followed.
The practice has a zero tolerance rule to harassment and bullying. The behaviour is classed as misconduct and could result in instant dismissal.
The practice has a procedure to report and handle reports of abuse, which also apply to harassment and bullying.
The practice has information for patients to report incidences of bullying by staff and other patients.
Type of Allegations
Allegations of harassment and bullying can be made against:
Medical and Non-medical practice staff
The registered person/registered manager (also a doctor)
Other patients
Allegations against medical and non-medical staff
The registered manager must be informed of all allegations against themselves, medical and non-medical staff at the practice.
In many cases it may be sufficient for the patient, staff member or someone acting on their behalf to explain to the person causing the offence that the behaviour complained of is unwelcome and embarrassing. A problem in this way may be resolved informally.
Should a patient or staff member feel unable to raise the matter with the person concerned, they may wish to contact the registered person/manager or another employee of the practice to discuss the problem. There is an expectation that in the first instance any reported incident of bullying or harassment will be dealt with on an informal basis.
Where a patient or staff member wishes to make a formal complaint of bullying/harassment, they should do so through the practices Complaints policy
The complainant will be advised to write in confidence to the attention of the registered manager. Formal complaints will be dealt with promptly, handled sensitively and thoroughly investigated in accordance with the procedure below and the complaints procedure outcome 17
The registered manager will compile a report. The following guidance should be followed for report writing and record keeping:
Dates, times and places of all visits & contacts with the patient and family with full names.
Details of the incident should be factually correct, complete, accurate, comprehensive and contemporaneously recorded.
Material should be recorded chronologically,legibly, clearly and concisely.
Information should distinguish between fact and impression, fact and conclusion, fact and hearsay and fact and opinion. A careful note of who made statements should be kept.
In recording, note on each occasion whether the patient was seen or not and where.
A factual description of injuries noted is essential in all cases and the explanation given should be fully recorded
Any advice, information given and/or action taken should be noted. Details of decisions taken when and by whom.
Abbreviations should not be used and if a mistake is made the error should be crossed out by using a single line, signed and dated.
The content of any information or approaches made to offer information by relatives, friends, neighbours and other professionals, should be recorded and dated.
In receiving or making telephone calls the date, time and details of the agency (including the name of the person contacted) should be noted as should the purpose of the communication.
When recording any interviews with other health professionals the names and status of professionals involved should be noted.
The individual implicated (if not the registered manager) will be interviewed by the registered manager in the presence of a witness using the same format as for a disciplinary investigation and asked for their statement.Where the registered person/manager is being accused, the investigation should proceed as per the advice of the GMC or CQC.
The registered manager will then decide whether the member of staff concerned should continue to work while the investigation continues or whether they should be suspended pending a further investigation.
Details of the interview, time and action taken is to be recorded.
The registered manager should seek advice from the:
General Medical Council
178 Great Portland Street
London
W1W 5JE
020 7580 7642
Details of all correspondence and telephone conversations should be recorded with the date, time, details of agency (including the name of the person contacted), purpose of communication and details of what was said.
Allegations against the responsible person or resistered manager *also a doctor).
Incidents where the registered person/manager has been implicated in cases of harassment of bullying, the complainant should be directed to the GMC complaints department and the Care Quality Commission for advice on how to proceed.
If the clinic is aware that an allegation has been made the doctor must compile a detailed report immediately using the same format as above.
Allegations against other patients
If the harasser is another patient or service user, the registered manager should discuss the matter with the carer or relative if appropriate (consider issues of patient confidentiality and whether carers or relatives are aware that the person is attending the clinic) at the earliest opportunity. It may be that someone closer to the patient would be more successful in changing their behaviour. The consequences of further incidents should be stressed. A report of the incident, action and outcome should be filed in the patient’s health record.
If the harasser is a carer, relative or another member of the public they should be approached informally by the Registered Manager in the first instance and the consequences of any further incidents made clear to them. This may result in the loss of access to the premises or loss of provision of services. A report of the incident, action and outcome should be filed in the patient’s health record.
It may be appropriate to discuss their behaviour with the patient/client or service user. A report of the incident, action and outcome should be filed in the patient’s health record.
Follow the procedure as described above for allegations against medical and non-medical staff.
Should this informal approach by the registered manager have no effect, then a formal approach should be adopted.
When taking any formal action, the following would need to be considered:
The degree to which the incident undermines personal dignity, relationships with patients and the working climate.
Any record of previous incidents, their nature and degree of severity.
The effectiveness of formal action in preventing repetition of the behaviour, e.g.: the health problems of the patient will need to be taken into account.
The effects of the harassment on the complainant.
Formal action to be taken
The patient or carer or relative should be written to officially by the registered manager, informing them that their comments or behaviour are unacceptable and that any further incidents will not be tolerated.
Other patients and staff should not be made to feel bullied or harassed.
It should be made clear to the harasser that if they continue their behaviour the clinic will refuse to treat them and make recommendations for them to continue to be treated by an alternative establishment.
In all cases involving a serious threat of physical violence, the police will be involved.
In addition the GMC or Care Quality Commission should be contacted to obtain advice on how to proceed with this type of complaint.
ID Checks
It is the policy of London Hormone Clinic not to see or treat patients under the age of eighteen years.
In order to enforce this policy, ID checks will be undertaken on all new patients whose given date of birth indicates they are of the age of 21 years old or younger.
Patients will be requested to submit a copy of their passport to verify their age prior to their appointment. If a passport is not available, then a photo driver’s license, for a UK citizen, or national photo ID card, for overseas visitors, will suffice.
Failure to furnish a suitable confirmation of ID will result in the appointment being postponed until such ID is submitted.
Copies of ID’s will be attached to the relevant patient notes on the DGL Practice Manager system.
Such a request by the practice will be included in the patient pre-appointment information issued by the practice.
Complaints Procedure
Information to patients on how to make a complaint
To be read in conjunction with Procedure: Managing Complaints, the General Data Protection Regulation (GDPR) 2018, and the Human Rights Act 1998 which provides guidance on how a patient should be helped to express concerns about their treatment.
1. The London Hormone Clinic has an information leaflet available for patients and their family members/carers on how to make a complaint.
2. Dr Toledano is aware that patients or family member/carer may be unable to verbally express their concerns/complaints. These patients must be treated with consideration and sensitivity and given time to express themselves.
3. The service follows the Care Quality Commission guidelines outlining the time period and method of responding to complaints (refer to Procedure: Managing Complaints).
4. Where a complaint cannot be resolved internally to the satisfaction of the complainant, the patient may take their complaint to the Independent Doctors Federation for further investigation and resolution, details of which are provided below
Fees Policy
The Statement of Purpose provides information to patients, carers and representatives about the:
Types of services provided by the practice.
Requirement to pay for their care. Where a third party (e.g. insurance company) is paying for treatment, the patient is advised to check whether the treatment is covered by the third party before agreeing to proceed with the practice. Where treatment is not covered by the third party and the patient wishes to proceed, the practice must clearly communicate the cost of treatment and the requirement for the patient to pay for their care
Patients are responsible for settlement of their own accounts. Details of fees are available on the practice website or on request by contacting the practice.
Further details of fees, methods of payment and when payment will be requested, actions that canbe taken in the event of non-payment/late payment of fees, and any charges that may be made in the event that a patient misses an appointment without prior notification of cancellation, are available from the practice either through telephone or email.
Patients will receive a receipt for payment of fees. Patients may request a statement of their account if they require.
Monitoring Compliance
The registered person undertakes an annual review of printed material (and website information where applicable) to ensure that advertised fees are up to date.