FREQUENTLY ASKED QUESTIONS

INITIAL CONSULTATION

You will need to contact one of the following to arrange for your consultation:
  • Kat & Co Aesthetics: 0121 456 7930 / 0121 456 7930
  • Spire Parkway Hospital, Solihull: 0121 704 5530
The initial consultation charge is £150 for uninsured patients. There is no additional charge if Mrs Kat feels the need for a second consultation before proceeding with surgery.
The full consultation fee is taken when you make the booking. Our cancellation policy: Any Changes of the booking including cancellation within two weeks of the appointment date will incur a charge of 50% of the consultation fee. The full amount will be charged for any changes including cancellation within 48 hours of your appointment.
You will have a meeting with a Clinical Nurse Specialist or Cosmetic Nurse Advisor to go through the surgery and discuss practical matters such as choosing implant sizes and costs. Following the session, you will be sent:
  • Information leaflets pertaining to the treatment
  • Pre- and post-operative care information
  • Informed Consent Form which details the possible risks and complications and terms and conditions of treatment.
  • Provisional cost
Mrs Kat will also be writing to you with a summary of the consultation and details regarding the surgery. Should you decide to proceed with surgery, you will need to ring the team secretary at Kat & Co Aesthetics on 0121 456 7930 to identify a suitable date. A holding deposit of £250 is required to secure the chosen operating date. This deposit is non-refundable in the event of cancellation or postponement. A Surgery Agreement form will be sent out to you by Mrs Kat's secretary. This form documents the terms and conditions of the surgery and your acceptance and also confirms that you have read and understood the consultation letter, the information leaflets and the Informed Consent Form. In order to confirm the surgery arrangements, you will need to return the following within 7 days:
  • Signed Surgery Agreement
  • Signed and initialled Informed Consent Form
  • Payment of deposit balance as indicated in the Surgery Agreement
  • Failure to do this will risk you losing the slot for your surgery.
If your surgery is at the hospital, the hospital will send you a separate information pack closer to the surgery date along with a pre-assessment appointment, if needed. The hospital will also collect the remaining fees at least one week prior to surgery. Your admission time for surgery is only confirmed 24 hours prior to surgery date. Please ring us on 0121 456 7930 the day before surgery to find out your surgery time and fasting instructions. (Disregard the admission time given by the hospital in their information pack as it is not specific to you.)   POST SURGERY On the day of discharge from hospital/clinic, you will be given an appointment for a change of dressings at the hospital/clinic (usually 1 week post surgery). At the dressings appointment, you will be given a folder containing details of your 3-month follow up appointment with Mrs Kat and pre surgery photographs. Please ring us as soon as possible if this appointment is not convenient.

BOOKING YOUR SURGERY

Having received your consultation letter and reviewed all relevant risks and complications, please contact the secretaries who will discuss a date for surgery with you.  
A Surgery Agreement form will be send out to you. This form documents the terms and conditions of the surgery and your acceptance and also confirms that you have read and understood the consultation letter, the information leaflets and the Informed Consent Form. In order to confirm the surgery arrangements, you will need to return the following within 7 days:
  • Signed Surgery Agreement
  • Signed and initiated Informed Consent Form
  • Payment of the deposit balance as indicated in the Surgery Agreement.
  • Failure to do this will risk you losing the slot for your surgery
If your surgery is at the hospital, the hospital will send you a hospital surgery pack closer to the treatment date along with the pre-assessment appointment if needed. The hospital will also collect the remaining fees about a week prior to surgery. Your admission time for surgery is only confirmed 24 hours prior to surgery date. Please ring us on 08453731818 the day before surgery to find out your surgery time and fasting instructions. (Ignore the admission time given by the hospital in their information pack as it is not specific to you.)

PRE-SURGERY

You need to avoid aspirin, Ibuprofen, Neurofen and other similar painkillers 1 week before surgery. Paracetamol is the safest painkiller to take, if necessary, before surgery. You will asked to stop smoking completely 4 weeks before and after surgery. This will help to minimise delayed wound healing and any post-operative complications from the general anaesthetic. It is also preferable to stop the contraceptive pill and HRT four weeks before surgery.
Some cosmetic procedures require an assessment and if this is necessary the hospital will make these arrangements for you.
This depends upon the time of your surgery. You will be given this information the day before your admission by contacting the secretaries on 0121 456 7930.
Mrs Kat will see you and go through the details of your surgery again before you go to theatre. The anaesthetist will also visit you before surgery.

POST-SURGERY

You will need to contact the hospital where your surgery was performed or the secretaries on 0121 456 7930.
After surgery - if you have had a general anaesthetic - you will not be able to drive right away because you may still be affected by the anaesthetic. Generally, you should be able to resume driving again after one week -10 days, depending upon the type of surgery you have had.
You should be prepared to take one or two weeks off work.
During the first six weeks, care needs to be taken to avoid stretching the scars and only moderate activity is advisable.
Generally, you will be able to fly after 2 weeks following your cosmetic surgery.

FINANCE

Should you decide to proceed with surgery, you will need to ring the team secretary at Kat & Co Aesthetics on 08453731818 to identify a suitable date. A holding deposit of £250 is required to secure the chosen operating date. This deposit is non-refundable in the event of cancellation or postponement. A Surgery Agreement form will be send out to you by Mrs Kat's secretary. This form documents the terms and conditions of the surgery and your acceptance and also confirms that you have read and understood the consultation letter, the information leaflets and the Informed Consent Form. In order to confirm the surgery arrangements, you will need to return the following within 7 days:
  • Signed Surgery Agreement
  • Signed and initiated Informed Consent Form
  • Payment of the deposit balance as indicated in the Surgery Agreement.
  • Failure to do this will risk you losing the slot for your surgery
If your surgery is at the hospital, the hospital will send you a separate hospital surgery pack closer to the treatment date along with the pre-assessment appointment if needed. The hospital will also collect the remaining fees at least 1 week prior to surgery. This can be in the form of a cheque, credit card or cash.
Yes it is. Information regarding this can be obtained directly from the following:
  • Spire Parkway Hospital, Solihull: 0121 704 5530
  • The Priory Hospital, Edgbaston: 0121 446 1656
 
The British Association of Aesthetic Plastic Surgeons (www.baaps.org.uk) is first to announce the implementation of a scheme for patients to be protected through insurance. The only aesthetic surgical society to conduct a yearly audit of the procedures performed by its members, BAAPS was able to work with the world’s leading specialist insurance market, Lloyd’s of London, to create a policy that will safeguard all patients of surgeons who are part of the Association. The ‘Aesthetic Surgery Commitment’ or ‘ASC’ policy (www.asurgerycommitment.com) covers corrective treatment of all the most common complications of surgery. No procedure is risk-free and ASC covers all common complications, so people undergoing surgery with BAAPS members can enjoy peace of mind that they will be looked after, in the unlikely event of any problems. The surgical procedures covered are :
  • Abdominoplasty
  • Blepharoplasty
  • Brachioplasty
  • Breast Augmentation
  • Calf Augmentation
  • Cheek Augmentation
  • Chin Augmentation/reduction
  • Facelift
  • Fat Grafting
  • Gluteoplasty
  • Buttock Implants
  • Gynecomastia
  • Liposuction
  • Labiaplasty
  • Mammoplasty/Mastopexy
  • Male Pectoral Implants
  • Otoplasty
  • Rhinoplasty
  • Thighlift
The complications covered are listed here. The policy automatically activates on the twenty-ninth day after the op and remains live for two years, as during that initial period hospitals would cover any complications. Pricing starts at £50 for procedures up to the value of £2,000 and cover on a sliding scale is available for surgery worth up to £12,000. Higher cover can be quoted for.

INFORMED CONSENT FORMS

COMPLAINTS POLICY

Kat & Co Aesthetics aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. The complaints full policy is made available to Patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.

There will be 3 stages to Provider’s complaints process: - 

• Stage 1 – Local resolution; 

• Stage 2 – Internal appeal;

 • Stage 3 – Independent external review.

 

Stage 1 - Local Resolution

1. All complaints should be raised directly with the Clinic Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.

2. The Patient will be given a copy of our complaints procedure and invited to attend a face to face meeting with the Clinic Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

3. The Clinic Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members / doctors concerned. The Clinic Manager responds directly to the person who has made the complaint, whether the complaint was made verbally, by letter, text or email, however we do not respond to complainants via email.

4. To make a formal complaint the complainant should write or e-mail to Provider clearly stating the nature of their complaint and as much detail concerning dates, times and if known names of staff members. This will enable us to acknowledge and address the issues raised promptly and effectively

5. The Clinic Manager will acknowledge receipt of a written complaint, to the complainant’s postal address provided (or via email) within 3 working days of receipt (unless a full reply can be sent within 5 days). 

6. The Clinic Manager or their designated person will investigate all complaints.  Where Provider is unclear on any point or issue regarding the complaint, it will contact the complainant to seek clarification. 

7. A full response to the complaint will usually be made within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days. The aim should be to complete stage 1 in most cases within three months. 

8. In the event that the complainant is dissatisfied with the response to their complaint they can escalate their complaint to Stage 2, and must do so in writing, within 6 months of the final response to their complaint at Stage 1. 

Stage 2 - Complaint Review

1. If the complainant escalates their complaint to Stage 2, the Clinic Manager will provide a written acknowledgement to complainants within 3 working days of receipt of their complaint at stage 2 (unless a full reply can be sent within 5 working days).

2. The Clinic Manager will have arrangements in place by which to conduct an objective review of the complaint. Normally this will involve a senior member of staff with the IHP, who has not been involved in handling of the complaint at stage 1. 

3. Stage 2 shall involve a review of all the documentation and may include interviews with relevant staff. The records made as part of the stage 2 review should be complete and retained since these may be required for a stage 3 process.

4. Provide a review of the investigation and the response made at stage 1.

5. Invite the staff or team that responded at stage 1 to make a further response, where there is an opportunity to resolve the complaint by taking a further look at a specific matter. The complainant should be kept informed where this happens.

6. Consider whether the review at stage 2 would be supported by facilitating a face-to-face meeting (or teleconference, where acceptable) between the complainant and those who responded to the complaint at stage 1. 

7. Provide a full response on the outcome of the review within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.

8. The aim should be to complete the review at stage 2 in most cases within three months.

9. In the event that the complainant is dissatisfied with the response to their complaint they may escalate their complaint to Stage 3. 

Stage 3 - Independent External Adjudication 

At Stage 3 complainants have the right to an independent external adjudication of their complaint. Requests for independent external adjudication should be made to The Independent Sector Complaints Adjudication Service (ISCAS), in writing, within 6 months of receipt of the Stage 2 decision letter.

Complainants cannot access Stage 3 until they have gone through Stages 1 and 2 and ISCAS will direct complainants back to Provider where appropriate. To access Stage 3, complainants are asked to sign a ‘Statement of Understanding and Consent’, thereby agreeing to the parameters of Stage 3. 

 Complainants will need to set out in writing for the Adjudicator:

(a) The reasons for the complaint

(b) What aspects of the complaint remain unresolved after Stages 1 and 2

(c) What outcome the complainant is seeking from Stage 3

 

ISCAS contact details are as follows:

By Post:

ISCAS

70 Fleet Street

London

EC4Y 1EU

 

Email: info@iscas.org.uk

Telephone: 020 7536 6091