Patient Essentials
Patient Essentials brings together helpful information to support you before, during, and after your visit to Absolute Health by Nurses Clinic
Our nurses have a professional duty of care to keep you safe and well at all times. This is guided by the Nursing and Midwifery Council (NMC) Code, which sets national standards for nursing practice. Nurses regularly update their training and are reviewed every three years to ensure they continue to practise safely and professionally.
The NMC Code is based on the 6 Cs of nursing:
Care, Compassion, Courage, Communication, Commitment, and Competence.
These values guide everything we do at THE NURSE CLINIC.
The Owner and Manager is an experienced Advanced Nurse Practitioner/Specialist and is fully registered with both the NMC and the Care Quality Commission (CQC), which independently regulates health services in England.
Patient Essentials also explains what you can expect from us and what we need from you, including:
How we protect your personal information (Privacy & GDPR)
Our cancellation and booking policies
How to raise a concern or complaint
Our duty to be open and honest with you (Duty of Candour)
You’ll also find clear aftercare advice following your consultation or procedure, helping you feel confident and supported once you leave the clinic.
If you have any questions at any stage, our team will always be happy to help.
GDPR & Data Protection
We are committed to protecting your privacy and handling your personal information safely and lawfully. All personal and medical information is managed in accordance with the UK General Data Protection Regulation (GDPR) and data protection legislation.
Information is collected only where necessary to provide safe and effective care, manage appointments, meet legal and regulatory requirements, and communicate with you appropriately. Your data is stored securely and accessed only by authorised staff.
We do not share your information with third parties unless this is required by law, necessary for your care, or you have given consent.
You have the right to access your personal information, request corrections, and understand how your data is used. Full details are available in our Privacy Policy.
Our data handling processes are reviewed regularly to ensure compliance with professional standards and regulatory requirements, including those set by the Care Quality Commission (CQC).
If you have any questions or concerns about data protection, please contact the clinic.
Appointments, Cancellations and Deposits
A 50% deposit is required to secure your appointment. This applies to all bookings, including those made by telephone.
At least 24 hours’ notice is required to cancel an appointment without charge. In these circumstances, the deposit will be refunded.
Cancellations made less than 24 hours before the appointment will result in the full cost of the treatment being charged. An invoice will be issued for any outstanding balance.
Outstanding invoices must be settled before any further appointments can be booked.
If a patient fails to attend more than two appointments without explanation, the clinic reserves the right to prevent further appointments from being made.
These measures are in place to protect valuable clinical appointment time and ensure fair access to care for all patients.
Complaints Procedure
Purpose of This Policy
The purpose of this policy is to ensure that all patients and staff are aware of the complaints procedure at Absolute Health by Nurses. We are committed to providing safe, high-quality, person-centred care and welcome feedback as an opportunity to learn and improve our services.
Patients have the right to raise a concern or make a complaint about any aspect of the care or treatment they have received. Making a complaint will not affect current or future care.
How to Raise a Complaint
You can contact us in writing or by email:
By post:
Absolute Health by Nurses – Complaints Department
8 Park Farm, Witham Road, Black Notley, Braintree, Essex, CM77 8QL
By email:
info@absolutehealthbynurses.co.uk
Please include:
Your full name
Date of birth
Current contact address and email
Your preferred method of response (letter and/or email)
This information allows us to locate your records and respond to your complaint appropriately.
How We Will Handle Your Complaint
In line with CQC expectations and best practice, we will:
Acknowledge receipt of your complaint within 2 working days
Offer a free review consultation, where appropriate
Carry out a full and fair investigation into the issues raised
Request statements from staff involved and review relevant clinical records
Consider all information carefully and objectively
Provide a written response addressing your concerns within 20 working days
Take appropriate action to improve our service and prevent recurrence where necessary
If we are unable to respond within this timeframe, we will inform you of the reason for the delay and provide a revised response date.
Duty of Candour
Absolute Health by Nurses is committed to openness and transparency. Where something has gone wrong, we will explain what happened, offer an apology where appropriate, and outline any actions taken to put things right, in line with our Duty of Candour obligations.
If You Remain Unhappy
If you feel that your complaint has not been fully resolved, you may contact the following organisations for independent support:
Nursing and Midwifery Council (NMC)
Telephone: 020 7681 5830
Care Quality Commission (CQC)
Website: www.cqc.org.uk
Duty of Candour
Absolute Health by Nurses is committed to openness, honesty, and transparency in line with Regulation 20 (Duty of Candour) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
There are two types of Duty of Candour: statutory and professional. Both aim to ensure that people using services are treated openly and honestly, whether or not something has gone wrong.
The professional Duty of Candour is overseen by the Nursing and Midwifery Council (NMC). The statutory Duty of Candour is monitored by the Care Quality Commission (CQC).
Our Commitment
We aim to provide safe, high-quality, person-centred care at all times. If a notifiable safety incident occurs, we will:
Act in a culture of openness and honesty
Inform you promptly and in a timely manner
Offer a clear explanation of what happened
Provide a truthful written account of the incident
Explain any investigations undertaken and actions taken to prevent recurrence
Offer an apology where appropriate
This approach supports learning, improvement, and patient safety.
Our full Duty of Candour policy is available online. If you would like to discuss this further, please contact us on 07883 706344 or email info@absolutehealthbynurses.co.uk
