Policies

The following policies apply to my services. Please contact me should you have any questions.

Chaperone Policy

This medical practice is committed to providing a safe, comfortable environment where clients and staff can be confident that best practice is always followed, and safety is paramount.

All clients, regardless of gender, are entitled to have a chaperone present for any consultation or examination.

You are welcome to bring someone with you to your appointment if you wish. A trained chaperone may also be arranged, with sufficient notice. Please do discuss this with us before booking your medical appointment.

Applicants under 16 years of age at the time of their medical MUST be accompanied by an adult.

Complaints Policy

We want all clients to be happy with our service and suggest any areas for improvement.

Should you have a concern, it is usually best to raise it verbally at the time, so that we may try to resolve the issue.

If you are not satisfied and wish to make a formal complaint, please provide the details promptly, in confidence, by email

Please be clear how you would like your complaint to be addressed, e.g. by telephone, meeting or written response. Please also indicate the outcome you are seeking.

We will acknowledge your complaint within 5 working days and will let you know when we expect to be able to respond fully.

Your complaint will be investigated to establish the facts and whether something went wrong or could have been done better.

We will invite you to discuss the matter, if appropriate, and offer an apology, where necessary.

We will also review our procedures to improve our services and avoid similar problems occurring in future.

If you feel unable to raise your complaint directly with us or are dissatisfied with the outcome of our investigation, you may wish to escalate to the relevant organisation:

CAA Medical Department

FAA Office of Aerospace Medicine

Payment Terms & Conditions

See here for our current medical fees in GBP.

Please note that payment for medical services is due on the day, regardless of whether a certificate is issued or deferred. Due to the number of no-shows, initial UK CAA Class 2 and Cabin Crew applicants must pay upfront at the time of booking to secure the appointment (via the relevant payment button on our fees page). Failure to do this will result in cancellation of the appointment without further contact. Medical certificates/reports will be withheld if payment cannot be made. Note, we do not have billing arrangements with any airlines. Cash, bank transfer, credit/debit card and online payment link are acceptable means of payment. A receipt will be provided.

Should you need to cancel or reschedule your appointment, you must do so online from your confirmation email at least 24 hours beforehand. Non-attendance and cancellation notifications inside these periods will incur a charge for the cost of your basic medical. Initial UK CAA Class 2 and Cabin Crew who cancel prior to 24 hours before their appointment will receive a full refund of fees paid, normally within 10 working days.

With advance payments for medicals, should we fail to provide the services you have paid for, due to unforeseen circumstances, e.g. AME unavailable through illness, a full refund will be provided, where alternative appointment arrangements are unsatisfactory.

Privacy Policy

As a medical practice, the confidentiality of your personal and medical information is very important to us.

This policy sets out what personal information we store, or do not retain; how long we keep it; how we use and share it; how we store it; and your rights of access and control over it.

Full Data Privacy Policy available here.

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