Purpose and Status

This website policy pack explains how Elixier Diagnostics handles personal information, website cookies, website use, bookings, payments, cancellations, accessibility, reasonable adjustments and equality. It is written for patients, families, carers, referrers and website visitors.

This is public-facing information. It is designed to be clear and practical for website use. Full internal governance policies and procedures are maintained separately and are available to regulators, commissioners and authorised parties where appropriate.

Organisation

Jaaam Radiology Services Ltd trading as Elixier Diagnostics

Company number

12870091

Registered office

108 Pall Mall, Chorley, England, PR7 2LB

Service address

Unit 5, GF, Fairways Office Park, Oliver's Place, Fulwood, Preston, PR2 9LF

Privacy Notice

2.1 Who we are

Jaaam Radiology Services Ltd trading as Elixier Diagnostics is responsible for deciding how personal information collected through this website and related patient enquiries is used. This means we are the data controller for this information unless another organisation is clearly identified as the controller for a specific service.

2.2 What information we may collect

Identity and contact details

Identity and contact details, such as name, date of birth, address, email address, telephone number and, where relevant, NHS number or referrer details.

Booking and enquiry information

Booking and enquiry information, such as the service requested, preferred appointment times, accessibility needs, communication preferences and basic clinical information you choose to provide.

Clinical and administrative information

Clinical and administrative information needed to assess suitability, provide care, communicate results, issue invoices, manage complaints or meet regulatory duties.

Website and technical information

Website and technical information, such as IP address, browser type, device information, website pages visited and cookie choices.

Communication records

Communication records, including emails, telephone notes, forms, feedback, complaints and messages sent through approved channels.

We only collect information that is necessary and relevant for the purposes set out in this notice.

2.3 How we use your information

To respond to enquiries and manage appointments.
To provide diagnostic, clinical, reporting and related healthcare services.
To check identity, obtain consent, manage safety checks and communicate results.
To manage payments, invoices, refunds, complaints, incidents and governance records.
To meet legal, regulatory, safeguarding, clinical governance, accounting and insurance obligations.
To maintain website security, improve website content and understand how the website is used.
To send service communications. Optional marketing will only be sent where we have an appropriate lawful basis and you can opt out.

2.4 Lawful bases

We only share personal information where it is necessary, lawful and proportionate. This may include sharing information with clinicians, referrers, GPs, dentists, hospitals, insurers, laboratories, IT suppliers, payment providers, regulators, professional advisers, safeguarding bodies or emergency services where appropriate.

We do not sell personal information.

Where suppliers process information for us, we expect appropriate confidentiality, security and data-processing arrangements.

2.6 How long we keep information

2.7 Your data protection rights

You can ask for a copy of personal information we hold about you.
You can ask us to correct information that is inaccurate or incomplete.
You may be able to ask us to restrict, object to or erase some processing, depending on the circumstances.
You can withdraw consent where we rely on consent for a specific activity.
You can complain to the Information Commissioner's Office if you are unhappy with how your information has been handled. We encourage you to contact us first so we can try to resolve the concern.

Cookie Policy

3.1 What cookies are

Cookies are small files placed on your device when you visit a website. They help websites work, remember choices and understand how visitors use the site.

3.2 Cookies we may use

Cookies we may use, their purpose and consent approach
Type of cookie	Purpose	Consent approach
Strictly necessary cookies	Needed for core website functions, security, page navigation and cookie preference storage.	These are usually always active because the website may not work properly without them.
Analytics or performance cookies	Help us understand how people use the website so we can improve content and layout.	Used only where appropriate consent or another lawful basis applies.
Functionality cookies	Remember choices such as accessibility or display preferences.	Used where needed and, where required, with consent.
Third-party cookies	May be set by embedded maps, videos, booking tools or analytics services.	We aim to explain these in the cookie banner or settings where used.

When you first visit the website, you may be asked to accept or reject non-essential cookies. You can usually change your cookie settings later using the cookie settings link on the website or by changing your browser settings. Blocking some cookies may affect how the website works.

Terms and Conditions

4.1 Website information

The information on our website is provided for general information and service guidance. It is not personal medical advice and must not be used as a substitute for assessment by an appropriately qualified healthcare professional.

4.3 Website accuracy and changes

We make reasonable efforts to keep website information accurate and up to date. Services, prices, clinical pathways, referral requirements and regulatory status may change. We may update website content at any time.

4.4 Appointments and clinical suitability

Appointments are subject to availability, clinical suitability, referral requirements and safety checks.
Some diagnostic tests require a referral or review before they can proceed.
We may decline, defer or redirect a request where the service is not clinically appropriate, outside scope, unsafe, incomplete or better managed by another service.
We may pause or rearrange an appointment if identity, consent, pregnancy status, referral information or safety checks cannot be completed safely.

4.5 Intellectual property

Website content, branding and materials belong to Elixier Diagnostics or are used under permission unless otherwise stated. You may view and print information for personal, non-commercial use. You must not copy, reproduce or adapt website content for public or commercial use without written permission.

External links

External links are provided for convenience only. We are not responsible for the content, privacy practices or availability of external websites.

Booking, Payment, Rescheduling, Cancellation and Refund Policy

5.1 Our approach

We understand that patients sometimes need to change appointments because of illness, family needs, work commitments, anxiety, transport problems or clinical safety questions. Our aim is to be fair and flexible while also protecting appointment availability and costs already committed for your care.

5.2 How appointments can be booked

Online
Telephone
Email
In person
Approved referral route

Online, by telephone, by email, in person or through an approved referral route.
Your appointment is confirmed when we accept the booking and send confirmation by email, text, letter, portal message or another agreed method.
Some appointments may require pre-payment or a deposit. We will explain this at or before booking where applicable.

5.3 Fees and payment

Fees will be explained before booking or before the service starts wherever reasonably possible.
Payment may be required at booking, before attendance or at the appointment depending on the service.
For insured patients, authorisation codes, policy excesses, exclusions and unpaid balances remain the patient's responsibility unless agreed otherwise in writing.
Additional charges may apply for extra reports, copies, administrative requests or third-party services where this has been explained in advance.

5.4 Cooling-off rights

Some consumer contracts made online, by telephone or away from business premises may include a 14-day cooling-off period (cancellation without reason). Where you ask us to provide the service within this period the following rules apply:

If no work has started, a full refund will normally be offered.
If part of the service has started, a fair deduction may be made for work already carried out.
If the service has been fully completed with your agreement and required acknowledgement, the fee is normally non-refundable unless there is a legal right to a remedy or we agree otherwise.
If you cancel because Elixier cannot safely or appropriately provide the service, we will normally refund or rearrange as appropriate.

5.5 Rescheduling

Usual approach to rescheduling appointments
Situation	Our usual approach
You give at least 24 hours' notice	We will usually move the appointment free of charge and transfer any deposit to the new appointment.
You give less than 24 hours' notice	We will usually try to rearrange once without charge where there is a genuine reason.
You repeatedly rearrange at short notice	We may ask for payment in advance, retain a deposit or offer limited appointment options.
You are unwell or may pose an infection risk	Please contact us before attending. We will normally rearrange rather than ask you to attend when this could be unsafe for you, staff or other patients.
We advise that the appointment should not proceed	We will rearrange or refund as appropriate if the issue is clinical suitability, safety, equipment availability or incomplete referral information not caused by you.

5.6 Cancellation by you

If you cancel before the service starts and give at least 24 hours' notice, we will normally offer a full refund or transfer the payment to another appointment.
If you cancel with less than 24 hours' notice, we may retain a deposit or make a reasonable deduction, but we will consider the circumstances and will usually try to rearrange once where the reason is genuine and unavoidable.
If you do not attend and do not contact us, we may treat this as a no-show and retain the deposit or charge up to the appointment fee where this was explained at booking.
If third-party costs have already been committed on your behalf, such as laboratory charges, courier charges or external reporting charges, we may deduct those costs where they cannot reasonably be recovered.

5.7 When a service is treated as started

Consultation

A consultation usually starts when the clinician begins the appointment or starts reviewing you for that appointment.

Imaging

An imaging appointment usually starts when safety checks, positioning, scanning, image acquisition, image review, reporting or related clinical work begins.

Blood test / laboratory service

A blood test or laboratory service usually starts when sample collection, processing, dispatch or third-party laboratory work begins.

Once a service has been fully completed, the fee is normally non-refundable unless there is a legal right to a remedy or we agree otherwise.

5.8 If we need to cancel or rearrange

5.9 Refunds

Approved refunds are usually made back to the original payment method unless agreed otherwise.
We aim to process approved refunds within 14 days of the refund decision.
Where only part of a service has been provided, we may make a fair deduction for work already carried out or third-party costs already incurred.
If you believe there has been a problem with the service, please tell us promptly so we can review the concern and, where appropriate, put it right, repeat the service, offer an alternative or consider a refund.

5.10 Quick guide

Quick guide to rescheduling, cancellation and refunds
Situation	What this usually means
Need to move appointment with 24+ hours' notice	Normally free rescheduling or refund.
Genuine late problem, such as illness or family emergency	We will usually try to rearrange once without charge.
No-show without contact	Deposit may be retained or appointment fee may be charged where explained at booking.
Service already started	Fair deduction may apply for work already done.
Service completed	Normally non-refundable unless there is a legal remedy or agreed exception.
Elixier cancels and no suitable alternative is available	Full refund of fees paid for the affected appointment.

Accessibility and Reasonable Adjustments Statement

Elixier Diagnostics aims to make its website, communications, premises and appointment processes as accessible as reasonably practicable. We will try to identify, record, flag, share, meet and review information and communication needs so patients can understand information, communicate with staff and take part in decisions about their care.

Large print, simplified written information or clear email summaries where reasonably available.
Extra time, quieter communication, slower explanations or reduced background noise where practicable.
Support with reading or understanding forms, preparation instructions or appointment letters.
Communication support, interpreter support or British Sign Language interpreter booking where appropriate and reasonably practicable.
Involving a carer, family member, advocate or supporter where appropriate and with the patient's agreement.
Appointment planning for mobility, sensory needs, learning disability, anxiety, neurodiversity or other individual needs.
Accessible complaints and feedback arrangements.

Please tell us about any accessibility, communication, mobility, sensory, learning, language, anxiety-related, cultural or religious needs when you book, when you arrive, during your appointment or at any other stage of care. You can tell reception staff, booking staff, a clinician or any member of the team.

If we cannot safely meet a need within our setting, we will explain this and, where appropriate, signpost to a more suitable service.

Equality, Diversity and Inclusion Statement

7.1 Our commitment

Elixier Diagnostics is committed to fair, respectful and inclusive care. Every patient, visitor and member of staff is entitled to be treated with dignity and respect.

7.2 Protected characteristics

We will not discriminate against, harass or victimise anyone because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We will also seek to respect wider cultural, communication, social and personal needs wherever reasonably possible.

7.3 What this means in practice

We welcome patients from all backgrounds and communities.
We will make reasonable adjustments for disabled patients, visitors and staff where required and practicable.
We will consider language, cultural, religious and communication needs respectfully.
We will aim to ensure fair access to care and information.
We will not tolerate discrimination, harassment, intimidation or abuse towards patients, staff or visitors.
We will use feedback, complaints, audits and governance reviews to improve access and fairness.

Contact and Requests

For privacy requests, cookie questions, booking queries, payment or refund questions, accessibility needs, reasonable adjustments or general enquiries, please contact us using the details below.

Telephone 01772 356631

Email contact@elixierdiagnostics.uk

Address