Patient Information & Service Policies

At The Independent Nurse, we want all patients to feel clear and confident about how our service works. To keep things fair, safe, and sustainable, please see the following key policies. A full copy of any policy can be provided on request.

• Please cancel by phone or email (📞 07752 281227 | 📧 info@theindependentnurse.com).
• We cannot accept cancellations via text or social media.
• Charges apply if notice periods are not met:

                              • 48+ hrs: No charge
                              • 24–48 hrs: 50% fee
                              • Less than 24 hrs / no-show: 100% fee

If you arrive more than 15 minutes late, it will be at the nurse’s discretion (and subject to clinic availability) whether you can still be seen; if not, the full appointment fee will apply.

All outstanding balances must be cleared before further appointments are booked.

• If a sample cannot be processed or is rejected due to kit errors, courier/postal delays, or other factors outside our control, the appointment will still be classed as complete and the relevant charge applies.
• We keep a detailed record of every appointment, including sample tracking numbers.
• Patients are asked to take a copy of their tracking reference for their own records, ensuring transparency and allowing independent verification of any updates we provide.
• Repeat appointments will be charged separately unless otherwise agreed in writing.

We welcome feedback and take complaints seriously. If you are unhappy with any aspect of our service:

• Speak to us directly by phone, email, or in writing — we will acknowledge your complaint within 3 working daysand aim to provide a full response within 28 days.
• If you need help making or escalating a complaint, we will make reasonable adjustments to support you, including for patients with disabilities or communication difficulties.
• If you are not satisfied with our response, you can escalate your complaint to the Care Quality Commission (CQC) or the Parliamentary & Health Service Ombudsman (PHSO). Contact details are available on request.

Our full complaints procedure is available to all patients.

• Protects clinical time and ensures fairness for all patients.
• Maintains safety and compliance in handling samples.
• Provides clear routes for raising concerns.
• Supports the sustainability of our services.