Missed Appointment Policy

Appointment Cancellation
When you book your appointment, you are holding a space on our calendar that is no longer available to our other patients. In order to be respectful of your fellow patients, please email care@integura.co.uk as soon as you know you will not be able to make your appointment.

We require that you call at least 24 hours in advance if cancellation is necessary. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.

How to Cancel Your Appointment
If you need to cancel your appointment, please email us at care@integura.co.uk

Late Cancellations/No-Shows
A cancellation is considered late when the appointment is cancelled less than 24 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In either case, we will charge the patient a full consultation charge as missed appointment fee. If the appointment can be rescheduled, 50% of the consultation fee will be retained. If this is repeated patient will lose the rest of the fee.

For new patients’ first appointments, a no-show or late cancellation will result in a full charge of the new patient fee.

Your appointments and well-being are very important to us. We understand that sometimes, unexpected delays can occur, making schedule adjustments. If you need to cancel your appointment, we respectfully request at least 24 hour notice.

Our Policy:

• Any cancellation made less than 24 hours will result in a cancellation fee.
• If you are more than 15 minutes late for your service, we may not be able to accommodate you. In this case, the same cancellation fee will apply. We will do our best to reschedule your service for another time convenient to you.
• We require a credit card to hold your appointment. Cancellation fees will be charged to your card on file.
• In the event of a true, unavoidable emergency, all or part of your cancellation fee may be applied to future services. However, repetition of this clause will result in loss of fee.

The Complaints procedure involves a three-stage process, as follows:

Stage 1
Local resolution

The complaint is considered locally by the Mr Sridhar / the practice, following which a response is sent back to the patient.

Stage 2

Complaint review with Independent Doctors Federation (IDF) involvement

If after stage 1 the patient remains dissatisfied, the complaint is considered by the IDF Complaints Manager, seeking input from both parties.

Stage 3

ISCAS independent external adjudication

If the patient is still dissatisfied (s)he can take the complainant to ISCAS for final adjudication.

If, after stages 1 and 2, a patient is still dissatisfied, (s)he may request independent adjudication of the complaint at ISCAS. At this stage, complainants are asked to sign a ‘Statement of understanding and consent’, thereby agreeing to the parameters of Stage 3.

Please click on the links below to access the relevant documents;
ISCAS Code of Practice
ISCAS Patient Guide for Making Complaints

To find out more about ISCAS, including full documentation relating to the patient
complaints process, please visit the ISCAS website here.

The practice of medicine is based on a doctor-patient relationship and requires acting in the best interests of patients. The integrity of a professional relationship, which is the basis of quality care, can be compromised if there is an emotional, familial, or personal affiliation. Treating a person with whom the doctor or one of the members of staff present in the clinic room has a personal relationship may potentially result in lack of due care. Good quality of care needs objectivity.

There are several reasons for knowing and respecting boundaries and for maintaining a professional relationship with patients. When the patient is a member of the family or a close friend, it may be difficult for a doctor to obtain a detailed history, conduct sensitive examinations, or provide comprehensive treatment options. Maintaining confidentiality can also be difficult; records may be inadequate, and other family members/friends may expect
similar attention.

A patient who is treated by a doctor with whom there is a personal relationship — either as a friend or family member — may not give accurate information or an exact history or pursue a second opinion or alternative treatment simply because they feel it is inappropriate to question the care of a doctor they “know.” It may be difficult for the doctor to remain objective when treating someone close to them. Similarly, a doctor’s objectivity and judgment may be hindered if they try to assess and treat someone with a personal relationship, a close friend or family member of the member of staff present in the clinic room.

Therefore, the following will be the policy of Integura when dealing with friends and family

1. Integura will not entertain close friends or family of the doctors in the organisation to be treated by that doctor.
2. Any staff with close relationships with the patient will have to declare the relationship and be excused from being present in the room.
3. Patients will be encouraged to express their wish if they prefer not to have a particular staff in the room because of their relationship/friendship.
4. Prescriptions will not be issued to friends and relatives of the prescriber.
5. All staff will sign a non-disclosure agreement pertaining to the confidentiality of matters discussed in the clinic rooms and within the establishment

A family member or friend can be a staff’s spouse or partner, parent, child, sibling, grandparent, grandchild, or a member of the immediate family of that staff’s spouse or partner. It also includes other individuals with whom the doctor/staff has a personal or emotional relationship and to whom the doctor would have difficulty providing objective and professional diagnosis and care.

If in doubt, care will be transferred to another member of staff.

To ensure fairness and reduce missed appointments, Integura Clinic requires a £100 refundable deposit for all consultations. This policy helps us protect clinical time and maintain availability for patients who genuinely need our services.

1. Deposit Requirement

• A £100 deposit is required at the time of booking.
• A secure PayPal payment link will be sent to your email to complete the deposit.
• The deposit is refundable or deductible, depending on the outcome of your consultation.

2. Deposit Use

• If you proceed with treatment or a chargeable consultation, the £100 deposit will be deducted from your final bill on the day.
• For free consultations, especially in sensitive cases (e.g. anal skin tags, lumps or moles in intimate areas), the deposit will be refunded if:
  • You attend the appointment, and
  • We are unable to offer a suitable treatment or service.

3. Forfeiture of Deposit

The deposit will be non-refundable if:

• The appointment is cancelled with less than 48 hours’ notice
• The appointment is rescheduled with less than 48 hours’ notice
• You do not attend (DNA) your appointment without prior notice

These terms are in line with our Cancellation Policy, available on our website: www.integura.co.uk.

4. Cancellations or Changes

To avoid losing your deposit, please contact us via email or phone at least 48 hours before your appointment if you need to cancel or reschedule.

5. Discretionary Refunds

In exceptional circumstances (e.g. medical emergencies), refunds or rebooking may be offered at the clinic’s discretion.