Appointment Guide and Booking Terms
We look forward to welcoming you to Midland Skin.
This guide explains how to prepare for your appointment, what your appointment does and does not include, how prescriptions, investigations and procedures are arranged, the fees that may apply, and the rules concerning payment, late arrival, cancellation and non-attendance.
Please read this guide carefully before booking and retain it for future reference.
Choosing the right appointment
Initial assessment appointment types
Medical advice is only provided at a booked appointment. We offer several types of initial assessments depending on your concern:
- Dermatology assessment – for a single concern of the skin or nails, mole checks, or rashes. If you have multiple separate problems, please let us know when booking, as separate appointments will be required (see below). Please note we do not offer consultations for body pigmentation concerns.
- Children’s dermatology assessment – for skin, hair, or nail problems in children and young people.
- Mole check / mole assessment – for review of one or more moles, or for a full skin check.
- Hair loss/ Scalp assessment – for hair thinning, scalp inflammation, or related concerns.
- Acne assessment – for acne diagnosis, management, and treatment planning.
- Acne scar assessment – for evaluation of acne scarring. (If you have active acne, an acne consultation is required first.)
- Specialist skin surgery assessment – required before planned specialist skin surgery such as excision of cyst, lipoma, skin lesion, or skin cancer
- Aesthetic assessment – consultation for the signs of ageing, wrinkles, and skin concerns primarily with lasers and energy based devices
Discussing more than one concern
Please tell us before booking if you would like to discuss more than one concern. We can advise whether you require a longer appointment or separate appointments. Each appointment carries its own fee.
Your appointment time is set aside for the concern you told us about when you booked. If you’d like to raise something else, either on your registration form or during your visit, we may not always have time to look into it fully during the same appointment. The clinician you see will let you know what can be looked at properly and safely within the time available, and can arrange a follow-up for anything that needs more attention.
Remote consultations
Video and telephone consultations are available for certain concerns. Please find out more about these here.
Fees and payment
We are a private practice. All appointments and treatments are charged for on a pay-as-you-go basis. We are transparent with our fee structure, and you can review an indication of our fees for common services here.
Fees are required for the following:
- Initial assessments – appointments are for a single episode of care, and further appointments are required if further clinical advice is required.
- Review consultations
- Investigations and tests – this includes blood tests, biopsies, skin swabs, scans, Xrays
- Procedures – this includes steroid injection, laser treatment and surgical procedures.
- Medications – normally paid to the pharmacy
- Repeat prescriptions
- Additional administration that you ask us to do
Private medical insurance
Services available under insurance
We offer services to patients under private medical insurance for skin lesions requiring diagnosis, and for suspected or confirmed skin cancers only. We do not offer other services, for example (but not limited to) hair loss (trichology), acne assessment or treatment, scar assessment or scar therapies, laser therapy, cosmetic procedures, or adult medical dermatology consultations (such as for rashes) under private medical insurance. We also do not offer children’s services under private medical insurance.
If you are not sure if you have a suspected or confirmed skin cancer and you are suitable for referral under private medical insurance then you should see your GP first.
Authorisation and policy cover
It is your responsibility to contact your insurer before every appointment and confirm that your policy is current, provides adequate cover, and expressly includes the condition for which you are seeking treatment. Presentation of invalid insurance details breaches our Zero Tolerance Policy and will result in the immediate cancellation of your appointment, liability for all associated fees, and potential removal from the clinic register.
Providing misleading information or falsified symptoms in order to obtain treatment that is not covered under your insurance policy, or not offered by us to insured patients, constitutes financial fraud. Such conduct breaches our Zero Tolerance Policy and will result in the immediate cancellation of your appointment, liability for all associated fees, and potential removal from the clinic register.
Excesses, shortfalls and unpaid balances
If you are insured, and have an excess or shortfall, please settle these promptly. You will not be able to book a further appointment without clearing your outstanding balance.
Cancelling or changing your appointment
We will need to know by 10am on the working day before your appointment if you wish to cancel or change your appointment, and we will provide you with a refund of your deposit or prepayment. Failure to cancel or change your appointment by 10am on the preceding working day will result in a loss of your prepayment or deposit. There are no exceptions to the cancellation policy. Please note that the cancellation fee also applies if you are using private medical insurance – and you (rather than your Insurer) will be liable for late cancellation or non attendance fees.
Preparing for your appointment
Registration and medical information
You will be asked to complete a registration form , please complete this fully as this it form a part of your medical record. To obtain the most out of your appointment, please ensure you have filled out your medical registration form fully and brought with you lists of previous and current medications.
Clothing, make-up and photographs
Sometimes it’s necessary to examine your full skin. If so, please wear clothing that’s easy to remove. If your face is being assessed or treated, please attend without make-up.
If you have opted to have a video or telephone consultation, then ensure you have supplied photographs of the condition which are clear and in focus.
Sending information before your appointment
If you have sent us additional information relating to your concern before your appointment, such as reports, photographs, notes, correspondence from other doctors, blood results etc., then these will be filed in your records so they are available to your doctor at the time of your consultation.
These materials are reviewed at the time of your consultation and as part of your consultation. They are not reviewed in advance.
If you have submitted a substantial amount of materials that need to be reviewed (more than one A4 report or letter), we will contact you to purchase additional time for the review materials.
Reports and results from other providers
You are advised to bring medical reports and results that you have had at other centres relevant to your appointment with you to your consultation. If you have more than one A4 report or letter then please let us know so we can arrange extra time in your appointment for review of these.
Should you wish to ask us to obtain reports from other providers on your behalf, then a fee applies for this service which can be found on the fee schedule. You will be asked to ensure the correct data security clearances at all the centres you wish for us to contact are in place before engaging this service. Unfortunately, no guarantee of obtaining results is provided, and the provision of results to us is at the discretion of your previous healthcare providers. Please note that some NHS centres can take up to 28 days to release medical records as per data protection regulations.
Access, interpreters and children
Access to the clinic
Please take a moment to review our access statement. The premises are not accessible for wheelchair users or anyone unable to climb stairs independently.
Professional interpreters
If you cannot communicate in English and require a foreign language interpreter, please inform the administrative staff when you book any services with us. A professional interpreter will be organised for your appointment.
A professional interpreter is required as they provide a degree of assurance around quality, accuracy, and confidentiality.
While there will be an additional cost to you, this is necessary as alternatives such as using family members to interpret may be selective with translations based on their own views of the patient’s condition or treatment options. And there is the possibility that they don’t understand English well enough to communicate complex medical information There are also some circumstances in which it would be inappropriate to involve family members.
Children attending the clinic
The Clinic accepts patients under the age of 18y. Unfortunately, as there are no childcare facilities and unless the appointment is for a child, please do not bring any children with you to appointments.
Attending your appointment
Arriving on time
Please attend on time. We will do our best to see you if you attend late, though the time available with the doctor will be reduced. If you are more than 10 minutes late, then the doctor will probably not be able to see you out of respect for the patient booked after you, and you will need to rebook at your expense.
Bringing someone with you
You are welcome to attend your appointment with someone else, such as a partner, friend or relative. You must ensure that accompanying individuals are present at the beginning of your appointment. If you wish to bring a friend or family member, please limit this to one additional person.
Chaperones
We are committed to providing a safe and comfortable environment where both patients and staff can be confident that best practice is followed. A trained chaperone is routinely present for all consultations, examinations and procedures. A chaperone’s role is to:
- provide reassurance and emotional support,
- help maintain your dignity during examinations, which may involve undressing or close contact,
- act as an impartial witness to what takes place.
All our chaperones are trained members of staff. A relative or friend is welcome to attend your appointment for support, but they are not considered a trained, impartial observer and therefore cannot act as a chaperone.
Because of the recognised vulnerabilities involved, our clinicians will not proceed with consultation, examination or treatment unless a trained chaperone is present. If you do not wish a chaperone to be present, you will need to consider seeking care in another setting.
You may request to see our Chaperone policy at any time.
What to expect from your consultation
Your initial assessment
This is your first consultation with us, and we look forward to seeing you.
The doctor will meet you (physically or remotely) to carry out an assessment of your condition. They will begin by discussing your concerns, then examine the relevant area.
The initial assessment is an exploratory visit in which we we endeavour to complete some or all of :
- understand your concern
- provide you with a specialist opinion on your diagnosis
- advise whether any investigations are needed
- discuss a suitable treatment plan.
What your appointment covers
Within the time reserved for your appointment, your clinician may carry out some or all of the following, as relevant to your case: reviewing your notes and previous medical information, taking your history, examining you, taking clinical photographs, discussing your condition and treatment, preparing prescriptions, requesting investigations, documenting the consultation and arranging any necessary correspondence. Some of this work may take place before or after the direct discussion with you.
The appointment fee covers time reserved with the clinician for the clinician’s assessment, professional judgement and advice, together with the relevant work described above. It is not calculated according to the number of minutes spent in direct discussion. That discussion may conclude before the end of the reserved time once the relevant assessment and advice have been completed. The fee remains the same, as it reflects both the time reserved for you and the professional work undertaken in connection with that appointment.
When further appointments are needed
It is not always possible to resolve everything in a single appointment, particularly where your concerns are complex or where there is more than one to address. Dermatology can appear straightforward, but accurate diagnosis and safe treatment sometimes require further consultations, tests, additional assessment, or input from other specialists. You may therefore be advised to have investigations, or to attend a review appointment for further assessment and discussion. You can read more about review appointments below.
How medical advice is provided
We try to help as many of those with skin and hair loss conditions as possible, but at all stages, we have to be realistic and ask you to be the same. We need to assess you in order to provide you with relevant advice.
We only offer medical advice at a booked face-to-face or remote appointment. We do not provide advice via email correspondence, and we ask you only to submit photographs if we have requested these from you.
Realistic expectations
We understand that skin and hair concerns can be distressing. We do not guarantee any particular outcome from a consultation or treatment. Outcomes vary and no medical treatment can be guaranteed. We can advise on suitable options, and their likely benefits and risks, only after a full consultation and assessment; without this we cannot confirm whether any treatment is appropriate for you.
For some conditions there may be limited or no reliable evidence for treatment, or the option you are seeking may not be one we provide. If so, we will explain this and, where appropriate, signpost you to other providers who may be able to help.
If you wish to proceed only with a guaranteed cure, a private consultation with us will not be suitable. We cannot book an appointment on the condition that a cure is assured. Our role is to assess you, discuss realistic options, outline potential benefits and risks, and agree a plan with a reasonable chance of improvement.
Clinical records and consultation technology
Clinical photographs
Clinicians are required to take photographs (and occasionally video) to document the concerns you have, observe them over time, and monitor the effects of treatment. A condition of us seeing you is that you provide permission for this. This is because photographs form an essential part of your care and form part of your medical records. They remain confidential, similar to the rest of your medical records. Your consent for clinical photographs for your medical care will be taken at the time of your completing the registration form. Photographs are taken only of the area being treated in a way that is as unidentifiably as possible. Photographs are not used for other purposes, such as education or wider publications, without your additional consent.
AI scribe software
During consultations at Midland Skin we use Heidi, a secure clinical note-taking tool that creates a real-time transcript so your clinician can focus on you. We do not store audio recordings. Consultation data is processed and stored in the UK with encryption and strict access controls. Access is limited to your Midland Skin clinical team and Heidi acting as our contracted processor, and it is used only to deliver your care and manage your records, not for marketing or unrelated product training. Heidi supports but does not replace clinical judgement. By booking and attending an appointment, you agree to Heidi being used as a standard part of your care at Midland Skin. This is a condition of care at our clinic.
Investigations and tests
Why tests may be needed
Investigations and tests may be required. These are offered if they will assist in the diagnosis or treatment of your concerns. These may be carried out on the same visit or at a separate visit, and you will be advised on the costs of tests at your consultation.
Test fees
The prices for investigations and tests are in addition to your consultation fees. Up-to-date prices can be found here.
Prescriptions and medications
New prescriptions
Medications are only be prescribed following a consultation, once your doctor has a clear understanding of your health and condition. A prescription will only be given if, in the doctor’s professional opinion, the treatment is appropriate for you at that time.
Please do not assume that a particular medication will be prescribed during your visit. The decision will depend entirely on the medical assessment made by your doctor.
Medicines started elsewhere
We may not continue prescriptions for medicines started or recommended elsewhere, including those obtained overseas or from online providers. For this reason, we strongly recommend that you bring your full medical records to your appointment. In some cases, you may be asked to return to your original prescriber for ongoing treatment.
Receiving and paying for medication
Most medications will be prescribed to you, and for your convenience, the private prescription is sent to an online Pharmacy provider who will post items to you. You will receive a price for the medications by text and email as soon as the prescription is sent.
You will need to pay the Pharmacy directly for your medications.
Private medications are not charged at the NHS rate and the NHS exemptions or prepayments cards do not qualify.
Some bespoke medications are ordered via the Clinic by special order.
Repeat prescriptions
Repeat prescriptions can be requested under certain circumstances, once between appointments, for medications other than Isotretinoin. If you require a repeat prescription from this practice, then an administration fee of £30 applies. More information on repeat prescriptions can be found here.
Repeat prescription requests will be assessed within 3 working days from when they are received. A repeat prescription is raised or dispatched within 3 working days of payment.
High-risk medications and blood monitoring
Blood test requirements
If you are due to start treatment with a high-risk medication (examples include Isotretinoin, Methotrexate, Ciclosporin, JAK inhibitors, biologics), please be aware that treatment will not begin until your required blood monitoring appointments and follow-up reviews have been booked and paid for in advance, in line with established clinical protocols.
All blood tests must be arranged via Midland Skin. We do not accept blood results arranged through your GP, as we have found these to be incomplete or delayed. This can lead to unsafe prescribing and risks to your health.
If you are unable to commit to the required blood monitoring, we will not be able to initiate or continue treatment to ensure your safety.
High risk medications are prescribed at a consultation only.
Treatments and procedures
Deciding whether treatment is suitable
Much of our work involves prescribing medication or providing surgical, laser and other procedural treatments. We work with you to explain the potential benefits, risks and alternatives, so that you can make an informed decision about whether to proceed. There is also detailed information about many of our treatments on our website to help you consider your options.
We welcome patients who have researched their options or have a particular treatment or medication in mind. Your concerns, preferences and goals will form an important part of the consultation. Prescription medication, surgery, laser treatment and other procedures are recommended only after the clinician has carried out an appropriate assessment and has sufficient knowledge of your health and condition.
The clinician has a professional responsibility to confirm that both your concern and the requested option are suitable. This includes considering your diagnosis, medical history, previous treatment, likely benefits, material risks, reasonable alternatives, any necessary monitoring or preparation, and the option of no treatment.
Booking an assessment for a named treatment or medication means that your suitability for that option will be considered. It does not guarantee that the treatment will be recommended, prescribed or provided.
Following assessment, the clinician may recommend the option you are considering, suggest an alternative, advise that further investigation or preparation is required, recommend postponing treatment, or advise that no treatment is appropriate.
Treatment decisions are made through discussion between you and the clinician. You are free to accept or decline any recommendation, and there is no obligation to proceed with treatment. The clinician must also exercise independent professional judgement and will not provide treatment that they consider unsuitable, unsafe or unlikely to offer a reasonable benefit.
The consultation fee covers this assessment and professional advice and remains payable whether or not the requested treatment or medication is recommended or provided.
Same-day procedures
In some instances, we may be able to offer you a same-day procedure with your initial consultation.
Procedure fees
The fees for treatments are in addition to the consultation fee. Our price schedule is available here.
Procedures for insured patients
If you are insured, you will require pre-authorisation for any treatments, which means it is not usual to have same-day procedures.
If you are insured, your consultation may not take place in an insurance-registered facility though your treatment, if required, will.
Review appointments and ongoing care
When a review appointment may be needed
Appointments are available from us for a single episode of care on a pay-as-you-go basis.
About 50% of patients will require one or more review appointments. More information on review appointments, and the circumstances when a review appointment is required, can be found here.
Many skin conditions require ongoing assessment, medical advice, and treatment – and you will require review consultations for these. Conditions may flare, or there can be reactions to medications, and a follow-up consultation will be necessary for these instances too.
A review consultation may be required as quickly as one week after your first consultation or a few weeks or months later.
We ask you to consider the cost of review consultations when choosing to embark on private medical care.
We are not able to advise you in advance of your attendance as to whether you will need review consultations or not. It is best to err on the side of caution and assume you will need one or more reviews, depending on your condition.
Medical advice between appointments
We do not offer e-mail consultations or ongoing clinical care over e-mail correspondences.
If you are attending for a procedure, injectable or laser treatment, and you also require a dermatology assessment or medications review then please call the office to add a review consultation to your booking.
Annual reviews and existing-patient status
Due to regulatory requirements, you will need to be seen a minimum of once a year to obtain a prescription from us. You will normally be advised when a review appointment is required at your consultation, and this will be provided to you in your consultation report. You will need to have an appointment every 12 months to remain an existing patient of the practice. If you have not been seen in over one year, you will be booked in as a new patient at the cost of a new appointment.
Letters, records and response times
Your clinic notes
For all medical consultations, it is our standard practice to send a copy of the clinical notes, which include a short summary of the observations made during your consultation and any recommendations provided. These are contemporaneous records made at the time of your visit.
Clinic notes are usually sent by email within 7 days of your appointment. A separate password will be emailed to you for security. If you have not provided an email address, we will send your notes by post, and you should expect to receive them within 7 working days. If you have not received your notes after this time, please contact us so that a further copy can be issued.
Writing to your GP
We encourage all patients to provide consent for communication with their GP so that a copy of the clinic note can also be sent to them. This is important because the outcome of your consultation or treatments provided may have implications for your current or future health. Your care may be compromised if your GP is not informed of treatments or diagnoses made.
If you have agreed to GP communication, a copy of your clinic note will be sent to your GP by post within 7 working days of your appointment.
Correcting factual errors
Please note that clinical notes are formal medical records and will not be amended or altered for any reason. If you believe a factual error has been made, you must inform us within 5 working days of receiving your notes. Where appropriate, an addendum may be issued, but the original note will remain unchanged.
Additional letters and reports
If you require additional reports or letters (e.g. for an employer, university, or insurance purposes), we may be able to assist. Please contact us in advance to discuss your requirements. The price for additional reports and letters is in our fee schedule.
When you will hear from us
We will answer your queries as quickly as possible and endeavour to respond within 3 working days. If it is apparent that you require a follow-up consultation, you will be advised to book an appointment accordingly.
We will dispatch your clinic letter within 7 days.
If you require blood tests before an appointment and you choose to have them elsewhere, then we ask you to book these in good time with your blood test provider. We advise you to allow between one and two weeks’ notice for booking routine blood tests privately – though you should check with the provider.
Urgent and emergency care
We are not an emergency medical service. We ask you to contact your GP, A&E, 111 or 999 if you need emergency assistance.
Similarly, we ask you to plan your follow-up appointments and blood tests in good time to avoid interruption to your treatment.
Feedback, conduct and clinic policies
Feedback and complaints
We welcome feedback, positive and negative. We are also very keen to find out about any suggestions you may have. You can speak to a member of staff or contact us in writing.
You can find out more about making a complaint here. Our complaints policy can be reviewed here.
As we are regulated by the CQC (Care Quality Commission), you can also leave feedback with the CQC here.
Standards of behaviour
We have a zero-tolerance policy which you are encouraged to be familiar with.
Terms and conditions
This appointment guide should be read in connection with your full terms and conditions here.
Privacy policy
Please review our privacy policy here
What Our Clients Say
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