CLINIC 11

Clinic 11 is committed to obtaining valid, informed consent from all clients before any treatment is carried out. Consent is treated as an ongoing process — clients may withdraw or amend their consent at any point.

All clients will receive a clear, thorough explanation of the proposed treatment including the potential risks, benefits and available alternatives. Written consent is obtained before every aesthetic procedure is performed.

Clients are actively encouraged to ask questions at every stage of their care. No treatment will proceed without voluntary, informed and documented consent. Clients are also given sufficient time to consider their decision before proceeding.

For clients under 18, treatment will not be provided. If you require further information or a copy of our full policy, please contact the clinic directly.

Clinic 11 is committed to protecting the privacy and dignity of every client at all times. All individuals are treated with respect, sensitivity and the highest level of professionalism throughout their care.

Your personal data is collected, stored and used only in accordance with UK GDPR and data protection legislation — solely for the purposes of your care and treatment. All clinical records are held securely and confidentially.

All consultations and treatments take place in a private, comfortable and confidential setting. We do not share your personal information with third parties without your explicit consent, except where required by law.

If you have any concerns about your privacy or dignity during your care, please speak to your practitioner or contact us directly at clinic11healthandwellness@gmail.com.

Clinic 11 welcomes all feedback and takes complaints very seriously as an opportunity to learn and improve the quality of our service. All complaints are handled promptly, fairly and with complete confidentiality.

How to raise a concern: In the first instance, please contact us by email at clinic11healthandwellness@gmail.com, or speak directly with your practitioner. Written complaints will be acknowledged within 3 working days.

We aim to investigate and resolve all complaints within 20 working days. You will be kept informed of progress throughout. If you remain dissatisfied after our response, you have the right to escalate your concern to the relevant regulatory body, including the Nursing and Midwifery Council (NMC) or Healthcare Improvement Scotland (HIS).

All complaints are recorded and reviewed to support continuous improvement of our services.

Clinic 11 is registered with Healthcare Improvement Scotland and upholds robust clinical governance standards in all areas of practice. We are committed to the continuous improvement of the safety, quality and effectiveness of our services.

Our clinical governance framework encompasses: regular review of clinical practice and patient outcomes; ongoing professional development and training; transparent incident reporting and learning; and full adherence to all applicable regulatory and professional standards.

All practitioners maintain their professional registration and undertake continuing professional development (CPD) in accordance with their regulatory body's requirements. Clinical records are maintained accurately and confidentially.

We conduct regular risk assessments and clinical audits to ensure treatments are performed safely and to the highest possible standard.

Clinic 11 is fully committed to providing a safe, clean and comfortable environment for all clients, staff and visitors. We maintain comprehensive health and safety procedures in line with current legislation, guidance and best practice.

Our premises undergo regular risk assessments and all clinical equipment is maintained, tested and decontaminated to the highest standards. Robust infection prevention and control procedures are in place and reviewed regularly.

All clinical waste, including sharps, is handled and disposed of safely and in accordance with applicable legislation. Emergency procedures and first aid provisions are in place, and relevant staff training is maintained.

If you have any concerns about health and safety at the clinic, please raise them with your practitioner or contact us directly.

Clinic 11 is committed to equality, diversity and inclusion across every aspect of our service. We welcome clients of all backgrounds, ages, identities and abilities, and are committed to providing fair, inclusive and respectful care to everyone.

We do not discriminate on the basis of age, sex, race, religion or belief, disability, sexual orientation, gender reassignment, marital status or any other protected characteristic under the Equality Act 2010.

All staff are trained in equality and diversity principles and are expected to uphold these values at all times. We actively work to remove barriers to access and ensure our services are available to everyone who needs them.

If you require any reasonable adjustments to access our services, please contact us in advance so we can do our very best to accommodate your needs.