Captivate Clinic Policies Overview

Pre-Treatment Consultation: All patients must undergo a comprehensive consultation before any treatment. This includes a medical history review, assessment of the patient’s aesthetic goals, and an explanation of the treatment options available.
Informed Consent: Patients must be fully informed of the risks, benefits, potential side effects, and expected outcomes of the injectables being administered. A written consent form must be signed before proceeding with any treatment.
Age and Eligibility: Treatments should only be provided to individuals aged 18 and over. Patients with certain medical conditions (e.g., active infections, pregnancy, certain allergies) may be excluded from treatment or required to provide a doctor's clearance.

Qualified Practitioners: Only licensed and trained healthcare professionals (doctors, nurses, or dermal therapists) are permitted to administer injectables. The clinic will ensure that all staff are regularly trained and accredited in injectable treatments and facial anatomy.
Sterility and Infection Control: All equipment and treatment areas must meet strict sterilization and hygiene standards to prevent infection. This includes using single-use needles and syringes for each patient.
Treatment Guidelines: All procedures must adhere to the manufacturer's guidelines and the clinic’s established protocols for injectables, including dosages and injection techniques.

Patient Records: All patient information, including medical history and treatment details, must be stored securely in compliance with the Privacy Act 1988 and the Australian Privacy Principles. Personal data will be handled confidentially and only shared with patient consent or in cases of medical necessity.
Confidentiality in Marketing: Before using patient photos or testimonials for marketing purposes, written consent must be obtained from the patient.

Transparent Pricing: Clear and transparent pricing should be communicated to patients prior to their treatment. All prices must be inclusive of consultation, treatment, and any follow-up care.
Payment Methods: Accepted payment methods include credit/debit cards, online payments, cash and payment plans if available (e.g., Afterpay).
Refund Policy: As injectables are a medical procedure, the clinic will not offer refunds once treatment has been administered. However, in cases of dissatisfaction or complication, the clinic will offer corrective measures or touch-up treatments (where applicable) at no extra charge.

Aftercare Instructions: Detailed post-treatment care instructions will be provided to all patients to ensure proper healing and minimize complications. These instructions should be discussed during the consultation and provided in writing.
Follow-Up Appointments: A follow-up appointment is recommended within 2 weeks of treatment to assess the results, address concerns, and provide any necessary touch-ups.

Patient Feedback: The clinic encourages patients to provide feedback and voice any concerns or complaints. A clear process should be in place for handling complaints, including investigation, resolution, and response timelines.
Dispute Resolution: If necessary, the clinic will follow a formal dispute resolution process in line with the Australian Consumer Law.

Consistency Across Locations: As part of a franchise, all franchisee clinics must adhere to the brand’s established protocols, treatment guidelines, and customer service standards to ensure consistency and quality of service across all locations.
Franchisee Obligations: Franchisees must ensure their clinic complies with both local and national regulations, including those specific to injectables and medical aesthetics. They must also maintain relevant insurance (e.g., professional indemnity, public liability) as required by the franchisor and relevant authorities.

Advertising Standards: All advertising and promotions must comply with Australian Health Practitioner Regulation Agency (AHPRA) advertising guidelines, including ensuring that claims made about treatments are factual, evidence-based, and not misleading.
Special Offers: Discounts and promotions may only be offered in a manner that is compliant with AHPRA guidelines, ensuring that no inducements or inappropriate offers are made that could influence patients’ decisions.
Patient Testimonials: The clinic must have written consent from patients before using their testimonials or images in any marketing materials.

Ongoing Education: The clinic will invest in the ongoing training and education of its staff to ensure the highest standard of care. This includes staying up-to-date with the latest techniques, technologies, and regulatory changes in the field of cosmetic injectables.
Clinical Supervision: New or less experienced injectors will work under the supervision of an experienced, qualified professional until they are fully competent in their practice.

Emergency Protocols: The clinic will have protocols in place for managing any medical emergencies, such as an allergic reaction or adverse side effects to injectables. Staff will be trained in first aid and CPR, and the clinic will be equipped with emergency medical supplies (e.g., adrenaline, defibrillator).
Referral for Complications: In the event of a complication or medical concern, patients will be referred to the appropriate healthcare provider for further treatment.

11. Cancellations Policy

Cancellation must be 48 hrs prior to treatment date or you lose the total deposit amount.

Self Preservation Clinic