Our Commitment to You

At Haus of Ästhetik, we believe good care starts with respect. Everyone who comes through our door has the right to feel safe, listened to, and treated fairly. We are committed to providing care that is dignified, inclusive, and tailored to the person in front of us, not a tick-box version of them.

We aim to deliver care that is welcoming, accessible, and free from discrimination, while recognising that people experience healthcare in very different ways.

Our Promise

We do not discriminate on the basis of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

We understand that individual needs vary. Your care will be delivered in a way that respects your personal circumstances, cultural background, communication preferences, sensory needs, and identity.

Wherever reasonably possible, we will make adjustments to support safe and comfortable access to our services. These may include:

• Allowing extra appointment time for those who feel anxious, overwhelmed, or need a slower pace

• Adjusting how appointments are delivered, including quieter or lower-stimulus sessions

• Dimming or adapting lighting where sensory sensitivity is identified

• Creating a low-scent or no-fragrance environment on request

• Reducing background noise, including turning off music if preferred

• Providing information in plain English or alternative formats

• Interpreter or translation support, including British Sign Language where available

• Flexible appointment arrangements when additional support is required

• Alternative clinic arrangements or referral to accessible partner clinics where physical access is limited

Accessibility and Practical Considerations

Our clinic is accessed via steps at the main entrance and within the building, including a step into the treatment room. If this presents a difficulty for you, please let us know in advance.

Where physical access within our premises is not suitable, we will discuss appropriate alternatives so your care is not compromised. This may include referral to a partner clinic with enhanced accessibility or alternative arrangements agreed with you.

If you are autistic, have ADHD, experience sensory processing differences, live with anxiety, or have any other condition that affects how you engage with care, you are encouraged to tell us what helps. We will listen first, then adapt where we reasonably can.

Your Rights

You have the right to:

• Be treated with dignity, respect, and fairness at all times

• Receive care that takes account of your individual needs

• Request reasonable adjustments to support your access to care

• Raise concerns or complaints if you feel you have been treated unfairly or discriminated against

Any concerns raised will be taken seriously and reviewed through our Complaints Procedure, without prejudice to your ongoing care.

Why This Matters

This approach reflects our legal, professional, and ethical responsibilities, including:

• The Equality Act 2010

• CQC Regulation 10: Dignity and Respect

• CQC Regulation 13: Safeguarding

More importantly, it reflects how we believe healthcare should feel.

Our Ongoing Commitment

We regularly review our practices to identify barriers to access and improve how we support our patients. Equality and inclusion are not optional extras. They are central to safe, ethical, person-centred care.

If there is something that would help you feel more comfortable accessing our services, please tell us. We would much rather adjust the environment than expect you to adapt to it.