Clinic Policies

The Women’s Hormone Clinic is regulated by the Care Quality Commission and all of its doctors are members of the General Medical Council

Cancellation Policy:

Please note that The Women’s Hormone Clinic has a two-working-days cancellation policy. If any cancellations are made with less than two working days’ notice, the full consultation fee may be charged. Cancellations made prior to this will not be charged. Working days are Monday to Friday between 9am and 5pm.

Payment Policy:

Payments are accepted by bank transfer or card payment via a Zettle link. Payments must be received within 28 days of the appointment and failure to do so will result in future appointments being refused.

Patients under the age of 18 years

The Women’s Hormone Clinic dose not treat patients who are under 18 years of age.

Ongoing Review Policy

Existing patients are required to have a review with your doctor every 12 months as a minimum. It is necessary to have a monitoring blood test and for some patients an ultrasound scan. Failure to attend a review will result in your doctor being unable to continue prescribing you medication.

Tests and Investigation Policy

It may be necessary for patients to undergo additional tests such as ultrasound on bone density scans which are not provided by The Women’s Hormone Clinic. In this situation we will recommend a provider that we are confident delivers high quality care at a reasonable cost. However, there is no obligation for patients to use this provider.

A blood test will be requested every year to ensure that your bespoke package of treatment is still meeting your needs. It can be harmful to receive doses of hormone that are above what is physiologically normal and we carefully monitor our patients to ensure this is not the case.

For patients who are receiving compounded Bioidentical HRT it is necessary to undergo a yearly Pelvic Ultrasound Scan to monitor the lining of the womb (endometrial thickness). An increase in the thickness can be linked to endometrial cancer and so it is vital this is monitored. For women on regulated Bioidentical HRT, we may still suggest a scan if there has been unscheduled bleeding or if the patient would like one for reassurance purposes.

*Please note that The Women’s Hormone Clinic is regulated by the CQC and therefor strictly adheres to the protocols for repeat prescribing which involved thorough monitoring of the patient’s health. We will be unable to issue further prescriptions to patients who do not comply with the ongoing monitoring outlined above as it would be deemed unsafe to do so.

Tolerance Policy:

We believe that a healthy doctor-patient relationship is based on trust and mutual respect and is the cornerstone of excellent patient care. On the rare occasion that this relationship may break down, our clinic may decide that it is in the best interests of the patient that she finds a new practice. Equally, if a patient refuses to comply with our clinic policies, we may have no option other than to refuse any further treatment, in the interests of patient safety and clinical standards.

The Patient Care Team play an integral role in your overall treatment at the clinic and take great pride in delivering the best possible service. We kindly remind patients to please treat them with the mutual respect they deserve.

No form of abuse, be it physical, sexual or verbal, towards any of our staff will be tolerated and will result in immediate removal from our patient base

Feedback Policy:

The Women’s Hormone Clinic strives to provide patients with a professional service of the highest standard and we welcome all feedback so that we can continually improve. At the end of your video consultation you will be offered the opportunity to provide feedback using our independent review service Doctify. You are also welcome to contact the clinic by email to ask for a link to this service at any time

Complaints Procedure:

The Women’s Hormone Clinic is committed to providing a high-quality online independent healthcare service. If you are not satisfied with any aspect of your treatment or the service you have received then we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about an aspect of the The Women’s Hormone Clinic service, please speak to a member of staff as soon as possible, preferably during, or after, your consultation. You will be invited to put your concerns in writing and every effort will be made to resolve your complaint as quickly as possible.

Written Complaints

All written complaints should be addressed to the Complaints Lead, and emailed to: enquiries@thewomenshormoneclinic.co.uk  Please describe as fully as you can the nature of your complaint.

We aim to acknowledge all complaints within 3 working days and to provide a full written response within 28 days of receipt. If a full response cannot be given within 20 working days, we will write to you to explain the reason for the delay.

Escalating your complaint to the Independent Doctors Federation (IDF)

If you remain unhappy after we have responded to your complaint, you may escalate your complaint to the IDF to access an independent complaints resolution procedure. The address is:

Independent Doctors Federation (IDF) CEO

The Medical Society of London
Lettsom House
11 Chandos St
Marylebone
London W1G 9EB            Tel: 020 3696 4080                 Email: info@idf.uk.net

Please be assured that The Women’s Hormone Clinic takes all complaints very seriously and following investigation, will consider making changes to the patient service.