Policies

Cancellation Policy

Eastham Specialist Medical Services (ESMS) is committed to providing a high-quality and efficient service to all patients. To ensure appointment availability and minimise disruption, we operate a strict cancellation policy.

If you need to cancel or reschedule your appointment, we require a minimum of 72 hours’ notice, excluding weekends. This allows us to offer the appointment to another patient.
The following fees apply for short-notice cancellations:
 

• Less than 5 full working days’ notice: 50% of the appointment fee

• Less than 4 full working days’ notice: 75% of the appointment fee

• Less than 3 full working days’ notice: 100% of the appointment fee

Failure to attend a booked appointment without notice will result in the full appointment fee being charged.

Chaperone Policy

In accordance with guidance from the General Medical Council (GMC), Eastham Specialist Medical Services (ESMS) offers a chaperone service for all consultations and examinations.
Patients may request a chaperone at the time of booking or upon arrival at the clinic. Where a chaperone is requested, every reasonable effort will be made to accommodate this without delaying the appointment.

The presence of a chaperone is intended to provide reassurance, maintain professional standards, and ensure patient comfort during examinations.

Complaints Policy

Eastham Specialist Medical Services (ESMS) is committed to providing a professional, safe and high-quality service. We welcome feedback and take all complaints seriously, viewing them as an opportunity to improve our services.

If you are dissatisfied with any aspect of your care, we encourage you to raise your concerns directly with us in the first instance. Many issues can be resolved promptly through open discussion.

How to Make a Complaint

Complaints should be submitted in writing via email or letter, outlining the nature of the concern and any relevant details.

Upon receipt of a complaint, ESMS will:

• Acknowledge the complaint within a reasonable timeframe

• Investigate the matter thoroughly and fairly

• Provide a written response detailing findings and any actions taken

All complaints are handled confidentially and in line with professional and data protection standards.

Data Protection & Confidentiality Policy

Eastham Specialist Medical Services (ESMS) is committed to protecting the privacy and confidentiality of patient information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

All personal and medical information is:

• Collected lawfully and used only for legitimate clinical and administrative purposes

• Stored securely using appropriate technical and organisational measures

• Accessed only by authorised personnel

Patients have the right to access their personal data and request corrections where appropriate. Further information regarding data protection rights can be requested from ESMS.

Equality & Dignity Policy

ESMS is committed to providing medical services that are inclusive, respectful and free from discrimination. We treat all patients with dignity and respect regardless of age, gender, disability, ethnicity, religion or sexual orientation.

We aim to ensure equal access to our services and to make reasonable adjustments where required to support individual needs.

Fitness to Fly / Work Responsibility Statement

For aviation, maritime and occupational medicals, it remains the responsibility of the certificate holder to inform ESMS of any change in medical fitness that may affect their ability to perform their role safely.

Patients must seek medical advice promptly if they experience a change in health status or commence medication that could impact safety or regulatory compliance.