Patient Care & Clinic Policy
Last updated: April 2026
Cosmetic Doctors Skin & Hair Clinic (“the Clinic”, “we”, “us” or “our”) is committed to providing safe, ethical, professional and patient-centred medical, cosmetic, skin and hair services.
This policy outlines our approach to consultations, informed consent, treatment planning, clinical suitability, treatment outcomes, follow-up and corrective care, appointments, cancellations and patient concerns.
This policy should be read together with our Prepaid Treatments & Package Policy and Privacy & Health Information Policy.
1. Consultation & Clinical Assessment
All treatments are subject to appropriate consultation and clinical assessment.
Depending on the treatment, assessment may be undertaken by a doctor, nurse, dermal therapist or other appropriately qualified practitioner acting within their professional scope of practice.
Assessment may include consideration of:
Medical history and current health conditions
Medications and allergies
Previous treatments and procedures
Treatment goals and expectations
Contraindications and relevant risk factors
Clinical suitability for the proposed treatment
A treatment may be postponed, modified or declined where the treating practitioner considers that proceeding would be clinically inappropriate, unsafe or not in the patient’s best interests.
Patient safety and clinical appropriateness take priority over completion of any treatment or prepaid package.
2. Informed Consent
Informed consent is an ongoing process and is not simply the signing of a consent form.
Patients will be provided with sufficient information and an appropriate opportunity to ask questions to enable them to make an informed decision about treatment.
Depending on the procedure, this may include discussion of:
The nature and purpose of the treatment
Expected benefits
Material risks and potential complications
Expected recovery and downtime
Reasonable treatment alternatives
Limitations of treatment
Likely number or frequency of treatments
Relevant pre-treatment and aftercare requirements
Treatment costs
Patients are encouraged to ask questions and raise any concerns before proceeding.
Consent may be withdrawn at any time before treatment is performed.
Where required by applicable professional standards or guidelines, the practitioner will comply with any additional consent, assessment, consultation or cooling-off requirements applicable to the particular procedure.
3. Clinical Suitability & Right to Decline Treatment
Purchasing, booking or requesting a treatment does not guarantee that the treatment will be performed.
The treating practitioner retains professional responsibility for determining whether a treatment is clinically appropriate.
The Clinic or treating practitioner may decline, postpone or modify treatment where appropriate, including where:
A contraindication is identified
Relevant medical information has not been adequately provided
Appropriate informed consent cannot be obtained
The patient’s expectations are considered unrealistic
The requested treatment is unlikely to provide an appropriate benefit
The risks are considered disproportionate to the expected benefit
The patient is not clinically suitable for the requested procedure
Continuing treatment would otherwise be clinically inappropriate or unsafe
Where appropriate, alternative treatment options may be discussed.
4. Treatment Outcomes
Medical and aesthetic treatments involve individual biological responses and results vary between patients.
Factors including age, anatomy, skin type, medical conditions, medications, lifestyle, previous treatments and individual healing response may influence treatment outcomes.
Unless expressly agreed otherwise in writing, the Clinic does not guarantee:
A particular cosmetic or aesthetic outcome
Complete correction of a condition
A specific percentage of improvement
That results will exactly replicate photographs or another patient’s results
That a single treatment will achieve the desired result
The precise duration of an individual patient’s result
Before-and-after photographs, where shown, demonstrate individual patient outcomes and should not be interpreted as a guarantee that another patient will achieve the same result.
Nothing in this section excludes or limits the Clinic’s obligation to provide services with due care and skill or any other consumer guarantee, right or remedy under Australian Consumer Law.
5. Treatment Plans & Number of Sessions
Where a practitioner recommends a course or number of treatments, this represents a clinical recommendation based on the patient’s presentation and expected response at the time of assessment.
Individual response may mean that:
Additional treatments are required
Fewer treatments are required
Treatment intervals need to change
A different treatment becomes more appropriate
Treatment should be postponed or discontinued
Treatment plans may therefore be modified where clinically appropriate.
Additional treatment outside the originally purchased service or package may incur an additional charge.
6. Follow-Up & Post-Treatment Concerns
Patients are encouraged to contact the Clinic promptly if they have concerns following treatment.
Depending on the nature of the concern, Clinic staff may request relevant information or photographs to assist with initial clinical triage.
Where appropriate, the patient may then be asked to attend the Clinic for assessment by an appropriately qualified practitioner.
Some concerns cannot be adequately diagnosed or managed through photographs, telephone, SMS or email alone and may require an in-person clinical examination.
Where symptoms indicate that urgent medical assessment may be required, the patient may be advised to seek appropriate urgent or emergency medical care rather than waiting for a Clinic appointment.
Patients should follow the aftercare instructions provided and contact the Clinic if they are uncertain about their recovery.
7. Corrective Care & Treatment Review
Where a patient is dissatisfied with, or concerned about, a treatment outcome, the first appropriate step will generally be a clinical review.
The purpose of the review is to determine:
Whether the outcome is within the expected treatment response
Whether further healing or settling time is required
Whether a complication has occurred
Whether additional clinical management is appropriate
Whether further treatment may reasonably improve the outcome
Where corrective treatment or other clinical management is appropriate because of a treatment-related issue, the Clinic will determine the appropriate management based on the individual circumstances and applicable clinical, professional and legal obligations.
Additional treatment requested solely to enhance, increase or modify an otherwise appropriately completed treatment is not automatically included in the original treatment fee and may incur an additional charge.
This is distinct from corrective treatment, rectification or another remedy that may be clinically appropriate or required by law where there has been a problem with the original service.
Nothing in this section limits any remedy to which a patient may be entitled under Australian Consumer Law.
8. Complications & Adverse Events
All medical and cosmetic procedures carry potential risks and complications, even when appropriately performed.
Where a suspected complication or adverse event occurs, patients should contact the Clinic promptly so that appropriate clinical assessment and management can be arranged.
Depending on the circumstances, management may include:
Observation and follow-up
Clinical examination
Medication or other treatment where clinically appropriate
Review by a doctor
Referral to another healthcare provider
Diagnostic investigations
Urgent or emergency medical assessment where required
The appropriate response will depend on the patient’s individual circumstances and clinical presentation.
9. Practitioner & Staff Availability
The Clinic operates with doctors, nurses, dermal therapists and other appropriately qualified or trained personnel.
Individual practitioners may change or become unavailable because of illness, leave, changes in employment, scheduling or other operational circumstances.
Where appropriate, the Clinic may arrange for another suitably qualified and competent practitioner to continue the patient’s treatment or care.
The departure or temporary unavailability of a particular practitioner does not, by itself, mean that a treatment or service has been discontinued.
Where continuity with a particular practitioner is clinically important, this will be considered when arranging ongoing care.
10. Appointments, Cancellations & Rescheduling
Appointment times are reserved specifically for each patient.
We request at least 24 hours’ notice where a patient needs to cancel or reschedule an appointment.
Where less than 24 hours’ notice is provided, the Clinic may charge a $60 late cancellation or rescheduling fee.
This fee reflects the appointment time reserved and the limited opportunity to offer that appointment to another patient.
Clinic Management may waive the fee where reasonable or exceptional circumstances apply, including genuine medical emergencies or other significant circumstances.
Where the Clinic cancels or reschedules an appointment, no cancellation fee will apply.
Cancellation or rescheduling requests should be made by contacting the relevant Clinic.
Nothing in this section limits any rights or remedies available under Australian Consumer Law.
11. Late Arrivals
Patients are encouraged to arrive on time for their appointments.
Where a patient arrives late, the Clinic will make reasonable efforts to accommodate them; however, this must not compromise patient safety, treatment quality or subsequent appointments.
Depending on the circumstances:
Treatment may proceed within the remaining appointment time where clinically appropriate
Treatment may need to be modified
The appointment may need to be rescheduled
Where there is insufficient time to safely and appropriately perform the procedure, the treating practitioner may decline to proceed.
12. Deposits, Prepaid Treatments & Packages
Some treatments may require a booking deposit, prepayment or purchase of a treatment package.
Prepaid treatments, package validity, package changes, refunds and related matters are governed by our separate Prepaid Treatments & Package Policy.
Where a particular procedure has additional booking or deposit conditions, these will be communicated at the time of booking or purchase.
13. Patient Responsibilities
Safe and appropriate treatment depends on accurate communication between the patient and treating practitioner.
Patients are expected to:
Provide accurate and complete medical information
Advise us of medications, allergies and relevant medical conditions
Notify us of significant changes in health or medications
Follow reasonable pre-treatment and aftercare instructions
Attend recommended follow-up appointments where clinically necessary
Ask questions where information is unclear
Inform the Clinic promptly of significant post-treatment concerns
Failure to disclose relevant medical information or follow clinical instructions may affect treatment safety or outcomes.
14. Respectful Behaviour & Clinic Safety
The Clinic is committed to providing a safe and respectful environment for patients, staff and practitioners.
We expect all persons attending or communicating with the Clinic to behave respectfully.
The Clinic will not tolerate:
Threatening or intimidating behaviour
Verbal or physical abuse
Harassment or discrimination
Aggressive conduct towards staff or other patients
Deliberate damage to Clinic property
Conduct that creates an unreasonable risk to the safety or wellbeing of others
Where serious or repeated inappropriate behaviour occurs, Clinic Management may take reasonable steps to protect staff and patients, including ending an appointment, requiring a person to leave the premises or, where appropriate, discontinuing non-urgent services.
Any decision affecting ongoing clinical care will be considered having regard to patient safety, continuity of care and applicable professional obligations.
15. Complaints & Feedback
We take patient concerns seriously and encourage patients to raise concerns directly with the Clinic so they can be appropriately reviewed.
Complaints may be referred to Clinic Management and, where the matter relates to clinical care, to the Clinical Director or another appropriately qualified practitioner.
In reviewing a complaint, the Clinic may consider relevant:
Clinical records
Photographs or imaging
Consent documentation
Appointment history
Communications
Practitioner or staff accounts
Other relevant information
We aim to address complaints professionally, fairly and within a reasonable timeframe.
Making a complaint will not adversely affect a patient’s right to appropriate clinical care.
Nothing in this policy prevents a patient from exercising any right to contact an appropriate external regulatory, health complaints or consumer authority.
16. Refunds & Consumer Remedies
Refunds relating to prepaid treatments and packages are governed by our Prepaid Treatments & Package Policy.
Dissatisfaction with a subjective aesthetic outcome does not, by itself, automatically establish an entitlement to a refund where the service has been appropriately provided.
Nothing in this policy excludes or restricts any refund, repeat service, rectification, compensation or other remedy available under Australian Consumer Law.
17. Privacy & Clinical Records
Personal information, health information, clinical records, photographs and other patient information are handled in accordance with our Privacy & Health Information Policy and applicable privacy and health-record requirements.
18. Australian Consumer Law
Our services come with consumer guarantees that cannot be excluded under Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any statutory consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where there is any inconsistency between this policy and applicable law, the applicable law will prevail.
19. Policy Updates
The Clinic may update this policy from time to time to reflect changes in clinical practice, services, operations or applicable legal and regulatory requirements.
The current version will be published on our website.