Payments are due on the day of the appointment.
Externally sourced investigations such as MRI, CT and ultrasound scans are non-refundable once they have been paid for on the day of referral.
These investigation requests involve the following work and processes once a patient decides that they would like to request the investigation:
- Regent Street Clinic™ doctor contacts the private hospital to discuss the specific case with the consultant radiologist/specialist.
- Regent Street Clinic™ doctor completes a formal request form/types up a letter with a history of the complaint with any relevant clinical findings, results etc attached.
- Regent Street Clinic™ administration staff forward the referral to the local private hospital by fax / special delivery/taxi.
- Regent Street Clinic™ uses its service level agreement and practising privileges at the local private hospital to allocate a consultant radiologist to the case with dedicate time commitment made to complete the request at the earliest available time slot.
- Regent Street Clinic™ pays the local private hospital directly for the diagnostics costs and manages the individual case with the interpretation of the results, follow up with the patient and devising the subsequent management plan all important post investigation stages.
Blood tests and other laboratory investigations (such as urine tests, stool tests and swab cultures) are non refundable once the samples have been taken and paid for.
By paying for the investigations you are consenting to undergo the investigations you will have discussed at length with our clinical staff.
Our samples are forwarded to the laboratory by post or courier immediately to get the results back as quickly as possible.
Any reasonable delays from the laboratory (meaning test results that have returned within 5 working days of the expected turnaround time) do not entitle patients to request any form of a refund. These unreasonable requests will be refused outright.
We expect standard laboratory tests requested via our private laboratory partners, TDL (The Doctors Laboratory) and County Pathology, to be turned around within 3-4 working days.
DNA tests take much longer and typically take around 30 days.
The best way for patients to receive their results is via a face to face follow-up consultation with the treating clinician, and this is usually arranged 1 week after initial presentation.
Vaccine courses paid for in advance are non-refundable.
Once a decision has been made to commence vaccination, Regent Street Clinic™ is then responsible for ensuring the supply of the specific vaccines, which are ordered in advance, usually on the day.
We do not expect to be told later on that people have decided to get the subsequent doses elsewhere.
Refunds will not be given for non-completion of courses. Our clinics offer a very flexible booking arrangement and we will be able to accommodate travellers on evenings and at weekends if necessary.
Anti-malarial medication is non-refundable once the medication has been taken off site.
All private medicals such as OGUK medicals, pre-employment medicals, aviation/cabin crew medicals etc are paid for in advance of the appointment and are non-refundable. These appointments are allocated to private physicians/doctors whose time is then dedicated to that appointment slot.
Non-attendance for any reason will result in a need to re-book and pay for another appointment.
All medication supplied on site, such as antibiotics and anti-malarials are non refundable once purchased and taken off-site.
Aesthetics treatments such as Botox® anti-wrinkle treatment, dermal fillers, lip fillers, APRP, PDO threads and ProfHilo® bio-remodelling are non-refundable once the treatment has been undertaken.
The consent forms for these aesthetics treatments clearly state that there is no guarantee of a satisfactory or pleasing result. Rather our aesthetics practitioners will be using their experience and clinical acumen to provide the best possible treatment result to the best of their ability, with a patient satisfaction rate grading the experience and overall result at the clinic as ‘very good or excellent’ in over 96% of treatments undertaken across the clinic group.
A ‘top up’ anti-wrinkle treatment may be offered at the clinician’s discretion but this should not be taken as an expectation. Our aim is for service users to be delighted with their results, however, we are also very careful to manage expectations, hence the thorough pre-treatment consultation.
There is no ‘top up’ for PDO threads, ProfHilo® or dermal filler treatments, including lip augmentation, and any further required treatment will naturally need to be paid for.
Any adverse issues relating to facial aesthetics work undertaken at Regent Street Clinic™ needs to be highlighted and reviewed with a face to face review consultation with the treating clinician within a maximum of six months since having had the work done.
In this time-frame, we will be sympathetic to the issues raised and will be aiming to correct any deficiencies and to leave our patients delighted with their results with their expectations met or bettered.
We are not obliged to correct the work of non-Regent Street Clinic™ practitioners and do not review patients who present more than six months after their treatment with us, especially if they have previously failed to bring any concerns to our attention.
In this circumstance, we are unable to verify the subsequent facial aesthetics history of the patient and our medical team have determined that six months is a reasonable timescale to have highlighted any concerns to us. This nationwide clinic policy is resolute and is in line with sound facial aesthetics practices and recommendations. This policy is clearly stated in the patient reading material pre-treatment and in the consent form.