Jouvence Aesthetics values your privacy and want to be clear about the data we collect, how we use it and your rights to control that information. This policy reflects the high standards established by the General Data Protection Regulation (GDPR), a set of laws passed in the European Union. It applies to information collected by us, or provided by you, during your appointment, via email, our website, or in any other way including over the phone.
All your personal data will be held and used in accordance with GDPR and national laws implementing GDPR and any legislation that replaces it in whole or in part relating to the protection of personal data.
We do not collect personally identifiable information about you, except when you provide it to us directly or through a third party. For example, if you subscribe to our newsletter, complete a surveymonkey online survey, leave a review our page, book a treatment with us, or consent to have a treatment with us or make a purchase.
The Information we Record via our Website
When you visit our website (via a computer, mobile or hand-held device) you may provide us with personal information including your name, address, contact details and financial data (via Pay Pal).
This information is gathered when you register or book an appointment online using appointment plus, email Jouvence Aesthetics, make a purchase or sign up for a newsletter from us, complete a surveymonkey online survey or leave a review online.
Our website is created with Wix, which also allows us to see information on user website activity including, but not limited to page views, referral and average time spent on the website. The information is depersonalised and is displayed as numbers, meaning it will not be tracked back to individuals, which helps to protect your privacy. Using this we can see what content is popular on our website, and strive to ensure you have the best user experience possible.
The information we Record via Emails
When you correspond with the Jouvence Aesthetics by email, we may need to retain the content of your email and any photographs supplied together with our replies, as they form part of your medical records.
The Information We Record During Your Consultations & Treatment Appointments
When you visit Jouvence Aesthetics Clinic you provide personal information including your name, address, date of birth, contact details and medical history.
During your consultation medical notes are taken, which may include any allergies, operations and medication. We also record treatment data which may include details of treatments or procedures you have had done
Depending on the treatment sometimes photography and prescriptions may be required. This will form part of your treatment/medical records.
During your visit you may be asked to read and sign consent and after care forms which form part of your treatment/medical records. During your treatment we will record treatments, outcomes and may take photographs which form part of your treatment / medical records.
How We Use Your Information
Your personal details and medical records are for legitimate purposes and ensure we are able to :
Provide the best possible care
Provide Beauty, Medical and Aesthetic treatments safety
Identify any contraindications you may have for specific treatments
Diagnose medical concerns, provide treatment plans and write prescriptions
Maintain an accurate appointment diary for all our specialist
Confirm your appointment by text, email or phone
To answer your questions by email or phone
Keep you up to date on news and treatments offered by the Clinic
To contact you for post-treatment follow up and care, including survey requests in order to improve our service
You have a responsibility to inform us if any of your details such as name, address, contact numbers change, so our records are accurate and up to date for you. Generally, we do not rely on consent as a legal ground for processing your personal data, other than in relation to sending marketing communications to you via email.
You have the right to ask us not to process your personal data for marketing purposes and can opt out from marketing at any time. This will not affect our use of your data to contact you to remind you about your appointments.
We take card payments using iZettle in the clinic, Pay Pal or BACS for online payments. These third parties have access to your Transaction Data and have their own GDPR compliant policies.
Treatments requiring prescriptions
At Jouvence Aesthetics some treatments require a prescription by an Independent Nurse Prescriber. These prescriptions will need to be sent to a pharmacy in order to provide your agreed treatment. Opting out of sharing your information with these providers may affect our ability to treat you. All our suppliers have entered into appropriate confidentiality obligations and/or contractual data processing clauses with us.
How We Maintain Confidentiality of your Records
Every member of staff at all Jouvence Aesthetics clinics has a legal obligation to keep information about you confidential.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know such data. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
All of your records are stored electronically in a GDPR compliant software system. All digital data is secure and is highly protected from unauthorised persons and is also protected from deletion or malicious hacking.
How We Share Your Information
We will only share your information if you have given us written permission to make/cancel appointments with a family member/employee.
We do not sell our database to third parties.
We never share any information with third parties unless there is a genuine need for it, or we receive their request in writing and we have your written consent.
Disclosure of Personally Identifiable Information
Fraud Protection and Compliance with Law We may need to disclose your personal information or share your personal information in order to comply with any legal or regulatory requirement, obligation or request. This includes the police for the prevention or investigation of a crime, HMRC, or our Insurers, legal advisors or other third parties who need access to it in the context of managing, investigating or defending claims or complaints.
How long do we hold your information.
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.
As a medical clinic we are required to hold medical records for ten years from your last treatment.
Marketing Enquiries and Emails – 6 months
You have the right to withdraw your consent at any time by contacting us via email or letter. We will no longer contact you although medical records must be retained for ten years. Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.
You have the right to request a copy of your medical records and this request must be put in writing and signed by you (the patient). We are required to respond to you within 30 days.
You have the right to have information updated or corrected if you feel it is inaccurate, incomplete or out of date. This request must put in writing and signed by you (the patient).
The revised policy will be displayed on our website. Where necessary, you may be asked to sign the consent form again.
Objections & Complaints
Our Data Protection Officer is responsible for ensuring the Clinic keeps your information secure and confidential.
If you have concerns about the way your information is managed please contact Jouvence Aesthetics on 07434664227 or email Jouvence.firstname.lastname@example.org
If you are still unhappy you can then complain to the Information Commissioners Office (ICO) at www.ico.gov.uk or telephone 0303 123 1113.
In the unlikely event of a data breach occurring, Jouvence Aesthetics will undertake a further investigation. Lessons learnt will be added to the policy and the relevant supervising bodies notified if required.
Updated May 2018
Jouvence Aesthetics Complaints Policy
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.
If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.
2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.
First you should speak to the Manager/Owner of the service.
If the suggestion is something that Jouvence Aesthetics as a company needs to consider you can send it to:
Aesthetic Nurse Practitioner & Owner
c/o Cheshire Lasers
3. Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
Jouvence Aesthetics assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
4. Who can complain
Anyone affected by the way Jouvence Aesthetics provides services can make a complaint.
A representative may complain for the affected person if they:
• have died
• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
5. How you can make a complaint
You can complain:
• in person
• by telephone, letter or email
• through a member of staff at Cheshire Lasers clinic
• through an advocate or representative
where someone complains orally we will make a written record and provide a copy of it within 3 working days
• by letter
• by email
6. Anonymous complaints
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
The owner/manager has overall responsibility for dealing with all complaints made about their service.
We will provide as far as is reasonably practical:
• any help you need to understand the complaints procedure; or
• advice on where you may get that help.
8. How we handle complaints
The Registered Manager/Owner of Jouvence Aesthetics will investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.
9. Time limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
10. Further steps
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free independent service.
You can contact the LGO at:
Tel: 0300 061 0614
NB: The LGO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.
*We can provide this policy in other languages or in other formats on request
1. Hand hygiene
Hand hygiene is essential to reduce the transmission of infection. All staff and patients must decontaminate their hands by washing with antimicrobial soap and water for at least 20 seconds, taking care to systematically clean thoroughly especially under the finger nails and palmar creases as well as ensuring washing of the forearms.
Hand hygiene must be performed immediately before every episode of direct patient care and after any activity or contact that potentially results in hands becoming contaminated, including the removal of personal protective equipment (PPE), equipment decontamination and waste handling. When managing the same patient between activities the practitioner can use an alcohol-based hand rub. Before any clinical interaction practitioners should be ‘bare below the elbows’, all hand and wrist jewellery should be removed, barring a single band plain ring which should be navigated during hand hygiene.
Fingernails should be clean, short and free of artificial nails or adhesive nail products. Breaks in skin should be covered with a transparent occlusive dressing.
2. Respiratory secretions and cough hygiene
Patients and staff should be encouraged to minimise potential COVID-19 transmission through good respiratory hygiene measures which are:
• Disposable, single-use tissues should be used to cover the nose and mouth when sneezing, coughing or wiping and blowing the nose – used tissues should be disposed of promptly in the nearest waste bin.
• Tissues, waste bins (lined and foot operated) and hand hygiene facilities should be available for patients and staff
• Hands should be cleaned (using soap and water if possible) after coughing, sneezing, using tissues or after any contact with respiratory secretions and contaminated objects.
• Encourage patients to keep hands away from the eyes, mouth and nose.
The best method to minimise transmission is to, where possible, avoid contact. Patients should be questioned prior to face to face contact as detailed below. However, should a patient attend clinic and display symptoms they should be candidly questioned and in cases of a new cough, fever, myalgia or recent infection must be asked to reschedule and promptly requested to leave the site. Should you be in a situation where you believe that a suspected COVID-19 +ve patient has been in the clinical area you must:
• Immediately stop all activity.
• Ensure no other patients are admitted to the clinic.
• Doors should be kept closed with windows open to improve airflow and ventilation.
• Use disposable cloths/papers/mop attachments and either a combined detergent disinfectant solution at a dilution of 1000 parts per mission (ppm) available chlorine (av.cl) or a neutral purpose
detergent followed by disinfection (1000ppm av.cl)
• Dispose of all cleaning cloths/wipes as well as all waste associated with suspected positive patient into a waste bag. Ensure it is disposed of in the clinical waste, ensuring adequate PPE and hygiene before and after contact.
Appointments must be by prior arrangement only. The following questions should be asked and documented before booking any patient for a face to face appointment:
• Are you currently suspected of having COVID-19
• Have you been in contact with or are living with someone suspected or confirmed of having Covid-19?
• Do you have a fever, or have you had a high temperature in the last 14 days (a fever is a temperature greater than 37.8°c)
• Have you had a cough or any other respiratory signs in the last 14 days?
• Do you suffer from any of the following: Diabetes, cardiovascular disease, including hypertension, chronic lung disease, immunodeficiency, cancer under active treatment?
• Are you pregnant?
• Are you over 70 years of age?
. Are you caucasion?
The aesthetic practitioner will also obtain a medical history from the patient prior to the appointment, either by telephone or email/on line. This will reduce the time spent in clinic for the patient.
When an appointment is booked the patient must be given the following instructions either via phone or email:
• Attend your appointment unaccompanied. Please use the toilet at home before leaving the house. Please wear a face mask/covering.
• Please limit the wearing of jewellery. Wedding rings may be worn provided hands are kept clear from the face. Minimal make-up should be worn.
• Please limit the personal possessions you bring with you. The clinic may reserve the right to prevent personal items entering the treatment rooms.
Patients will be asked to remain in their car on the car park & ring the clinic to let them know they have arrived.
The aesthetic nurse will collect the patient from the car park to bring into the clinic.
• Upon arrival the patient will have their temperature checked (if above 37.8 they cannot be seen in the clinic), they will be asked to wash their hands/ use hand sanitiser & don a face mask & gloves provided by the clinic. The nurse will then take the patient directly to the treatment room. Jouvence Aesthetic patients will not use the reception area.
• When the treatment is complete, patients must wash their hands/use hand sanitizer once more.
• The nurse will show the patient out of the clinic ensuring 2 metres distancing at all times, except when undergoing treatment.
4. Bookings and payment
Patients will be encouraged to pay by bank transfer in advance if possible, or card at appointment reducing contact wherever possible and cleaning card machines after use where necessary. If for any reason payment by cash is unavoidable, additional precautions, including hand washing, must be taken. Money will be stored in a sealed plastic bag for the following 7 days.
The aesthetic nurse will wear clean scrubs daily which will be put on & removed in the clinic at the start & end of the day (scrubs will not be worn on the journey in to or from work). The wearing of jewellery, nail polish and other non-essential accessories will be minimized.
On a daily basis, the nurse will carry their uniform and shoes in a disposable bag. Allowing for the two metre distancing rule, uniform should be changed into on site in a designated changing room. Handbags and personal possessions such as phone/iPad etc. should be safely stored in a locker or other safe place. Staff should avoid returning to the changing place, except to change out of their scrubs at the end of the day.
At the end of the shift, staff should wash their hands thoroughly and place their uniform and shoes into a designated storage/wash bag. Uniforms should be washed on a daily basis separately from other household linen at a temperature exceeding 60°C.
Procedure-appropriate PPE should be donned prior to seeing patients & any the treatment. To see routine patients the nurse will wear a plastic apron over scrubs, a FFP2/N95 face mask and a face shield or goggles. When carrying out treatments the nurse will wear the appropriate PPE for that treatment.
See appendix 1. Government guidelines for PPE and also risk assessments for each procedure.
6.0 Personal Protective Equipment
Certain procedures convey a higher risk of transmission. For example, aerosol generating procedures (AGPs) present risk of aerosolised transmission. This guidance therefore seeks to set out clear and actionable recommendations on the use of PPE, as part of safe systems of working.
Staff should be trained on ‘donning and doffing’ PPE. Videos are available to demonstrate how to ‘don and doff’ PPE for AGPs and how to ‘don and doff’ PPE for non-AGPs.
https://www.gov.uk/government/publications/covid-19-personal-protective-equipment-use-for-aerosolgenerating-Staff should know what items and type of PPE they should wear for each setting, procedure and context.
As such all staff should have access to the safest, recommended form of PPE that protects them for the appropriate setting, procedure and context.
Gloves and aprons are subject to single use, with disposal after each patient.
Fluid repellent surgical masks and eye protection can be used for sessional use that do not involve aerosol generating procedures, at the discretion of the practitioner. Practitioners should note that any soiling or risk of exposure will change this.
Gowns or coveralls should be worn for any higher risk treatment. FFP3/N99 masks should be worn for AGPs on a single use basis.
Hand hygiene should be practised and extended to exposed forearms, after removing all PPE items.
6.2 Plume generating procedures: laser and ablative plasma, electrocautery
It is known that plume from these procedures can contain toxic substances, including viruses. We therefore recommend that all procedures which create a plume should be undertaken in line with recommendations for aerosol generating procedures, including relevant use of PPE.
Practitioners are recommended to undertake patient/treatment specific risk assessment which takes into account such factors as:
• The extent of plume
• The use of mechanical ventilation for extraction.
• Treatment length
• Any additional risk factor identified
Practitioners should consider extended time periods for room ventilation prior to use by another patient.
Practitioners are encouraged to follow-up more detailed guidance which will be forthcoming from specific organisations such Sterex. Cryotherapy is not an aerosol generating procedure ( Dunelm Pharmaceuticals May 2020).
• It is imperative that PPE, including face masks, is purchased from a reputable supplier. It is the responsibility of the distributor to ascertain that appropriate conformity is in place.
The nurse will perform a visual inspection of face masks/visors prior to use, to include:
• General integrity –
o Straps– ensure they are present and intact
o Face seal– visual check to ensure the seal is undamaged
o Nose clip (if applicable) – must be present and intact
• Filtering material – ensure there are no visible defects
• Finish of parts – inspect to ensure there are no sharp or jagged edges
• Valve (if applicable) – present and intact
6.3 Treatment specific Risk assessment and access to appropriate Personal Protective Equipment.
The JCCP guidance document recommends the use of FFP 2 non-valve respirators for general use by practitioners within their practice, since these masks provide protection to the wearer and limit the spread of droplet infection, protecting the patient. Please see Appendix 2 for various mask types and uses.
Patients should be viewed as being ‘potentially’ Covid-19 positive. Of equal importance is the need to regard perioral treatments, lip fillers and intraoral treatments, such as dental blocks, as potentially aerosol generating procedures (AGP’s), requiring the use of ‘FFP 3’ face masks and oral rinsing with appropriate solution (the patient must not spit). The JCCP recommends that practitioners should undertake a risk assessment before proceeding to undertake any aesthetic procedure which considers factors such as relative need and benefit against ‘weighed’ risk.
6.4 Fit testing.
The stated clearance of respirator masks (and thus their safety) only applies where there is an effective seal around the face. In the absence of formal policies and procedures for ‘fit testing’ arrangements, the wearer must apply additional caution in ensuring an adequate seal is in place. For those who wear glasses, they should not steam up when wearing a mask.
6.5 Sessional use of PPE
Aprons and gloves are subject to single use as per Standard Infection Control Precautions (SICPs), with disposal and hand hygiene after each patient contact. Respirators, fluid-resistant (Type IIR) surgical masks (FRSM), eye protection and disposable fluid repellent coveralls or long-sleeved disposable fluid repellent gowns can be subject to single sessional use in circumstances outlined in section 6.1. A single session refers to a period of time where a practitioner is undertaking duties in a specific clinical care setting or exposure environment. Once the PPE has been removed it should be disposed of safely.
The duration of a single session will vary depending on the clinical activity being undertaken.
PPE should not be subject to continued use if damaged, soiled, compromised, and uncomfortable and a session should be ended. While the duration of a session is not specified here, the duration of use of PPE items should not exceed manufacturer instructions. Appropriateness of single versus sessional use is dependent on the nature of the task or activity being undertaken and the local context.
Eye protection/face Visor disinfection
Eye protection and lenses or face visor, where reusable, must be disinfected between patients; to do this use solutions recommended below or consider proprietary brands: Use 2 Clinell® wipes or first with detergent and warm water and then solution of Sodium chlorine 1000ppm i.e. Actichlor® or Presept®.
6.6 Donning and Doffing
Please refer to the Public Health Guidance - Guide to ‘donning and doffing’ standard Personal Protective Equipment (PPE). All staff should complete the ‘donning and doffing’ training before commencing work in the clinic.
6.7 Disposal of PPE
All used PPE should be deposited in an appropriate waste bin with a hard cover and pedal opening. All waste should be collected and disposed of in marked clinical waste bins. Should this not be available, waste must be stored for 72 hours in two sealed waste disposal bags prior to disposal.
7.0 Cleaning and Waste Management
A thorough cleaning and disinfection of surfaces and areas of contact with the patient should be carried out after every procedure.
Staff should inform the patient of the disinfection of the treatment room between patients and to explain the cleaning procedure to the patient for their own piece of mind.
Equipment should be single-use items if possible.
Reusable, non-invasive equipment must be decontaminated:
• between each patient and after patient use
• after blood and body fluid contamination
• at regular intervals as part of equipment cleaning
7.2 Cleaning in common zones:
This will be organised by Cheshire Lasers clinic & staff.
7.3 Cleaning in treatment rooms:
All surfaces including work surfaces and treatment couch must be wiped down with appropriate cleaning solution (7.5) at the end of every treatment.
Cleaning at the end of sessions should be carried out as per 7.2
7.4 Room ventilation
Clearance of infectious particles is dependent on the mechanical/natural ventilation within the room. Practitioners should understand the principle that it is reasonable to recommend an extended period at the end of each treatment session to allow for room ventilation and air exchange. Doors should be kept shut at this time, but windows should be opened to aid the exchange rate.
Staff should avoid the use of fans that re-circulate the air.
7.5 Cleaning solutions
The SARS-Cov-2 virus is contained within a lipid envelope and therefore is susceptible to inactivation with detergents.
Evidence recommends the use of alcohol solutions at 70% or sodium hypochlorite solutions at 0.1%.
Sodium hypochlorite 0.1% may be obtained by diluting household bleach, which is typically at concentrations of 5%. Therefore, a solution of 1:50 will provide 0.1%.
A self-assessment audit should be completed on a monthly basis to ensure the practitioners & clinic are adhering to the stated policy, to confirm that the policy is effective and responsive to changing demands and new advice provided by government agencies.
9.0 Other Considerations
In addition to treatment specific consent, the practitioner must ensure that the patient has a complete and informed understanding of the potential impact that Covid 19 might have upon the treatment. This will allow the practitioner and patient to reach a mutual agreement in ‘weighing up’ risks and benefits in order to achieve and inform valid consent.
It is important that the patient understands the rationale for the various measures that need to be taken, both by practitioner and patient, to minimise risk. This relates to both peri and post-procedural care and will further enable the patient/patient to take a broader and more informed approach to future decision making in relation to their health and wellbeing.
There is some evidence that dermal fillers given in the presence of a recent viral infection (or where a virus is caught after treatment) can increase the risk of delayed hypersensitivity reactions. This should be reflected in medical history taking and must form part of the patients understanding and consent. Furthermore, the practitioner must make allowance for this possibility in terms of post-procedural care, particularly in the event of future lockdowns.
It is particularly important that members of the public understand that these measures cannot completely remove all risk in relation to Covid-19. As such members of the public must be provided with sufficient time to consider this fact prior to consenting and receiving treatment.
9.2 Skin preparation
No changes are required in the use of preparatory skin cleaning, assuming this is usually performed with solutions containing ethyl alcohol, or a hypochlorite solution such as Clinisept®. There is evidence that chlorhexidine is less effective in the removal of SARS-Cov-2.
The JCCP advise that wherever practicable and possible, practitioners should avail themselves of ‘testing’ opportunities to provide both themselves and members of the public with the assurance required to proceed safely with the administration of treatment. All patients attending clinic will have an opportunity to have an antigen/antibody test prior to treatment if wanted. For dermal fillers this will be encouraged.
9.4 Time management
There will be an increase in appointment length, although reduced patient contact time. This will allow additional time for room cleansing and ventilation after each treatment episode, limit unnecessary exposure time and reduce the risk of human error in a stressful environment. Where lengthy treatments are proposed, a risk assessment should be performed and the treatment done over more sessions if appropriate
9.5 Risk assessment
Each procedure performed at Jouvence Aesthetics will be risk assessed to ensure it can be delivered safely. All risk assessments are available to patients electronically upon request.
Updated June 2020