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Our Values & Promises

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Veincentre’s founders

Veincentre was set up in 2003 by Dr David West, a Consultant Interventional Radiologist, and his wife Deborah.

Impressed by what he learned on a training visit to the US, Dr West wanted to radically improve not only the medical techniques themselves but also the culture and process of varicose vein treatment in the UK.

Countless patients across the country were referred to NHS outpatient clinics, examined by a junior doctor, given another appointment for a scan, and returned to outpatients to be told “Your veins are not bad enough we can’t treat you on the NHS”. What a waste of everyone’s time and resources!

In the private sector things were not much better with long winded assessment processes necessitating multiple visits before a treatment plan was agreed and costed. No choice of treatment was usually offered and unreasonable charges were (and often still are) levied for traditional operations which had changed little in decades. Scientific studies on patients’ satisfaction with management of their varicose veins showed poor results.

David was determined to change all that and provide a vein service that truly met the needs and expectations of patients in the internet age. David and Deborah set the following core values and promises.

 

Our core values

Honesty | Safety | Effectiveness | Efficiency | Respect | Value for Money

 

Our Promise to you

Although no clinic or doctor can, or should, offer guarantees of success or satisfaction of any treatment we can make certain reassuring promises:

  • To treat every patient with respect as an individual, listening to and determining their personal needs, wishes and expectations.
  • To be friendly, open and cheerful. To be honest and realistic in our assessment of likely outcomes of treatment.
  • To be upfront about costs, likely outcomes, side effects etc.
  • To encourage, regularly analyse, and act upon feedback about our service.
  • To keep up to date with the very latest developments in the field and utilise the latest proven innovations and equipment to produce the best possible results.
  • To carefully analyse each patient’s problem and provide the most effective bespoke treatment.
  • To offer the option of the least invasive appropriate treatments and manage 99% of all patients without surgery.
  • To utilise techniques which minimise pain.
  • To offer treatment on the basis of potential benefit (physical, psychological, or just social) and not to discriminate against anyone.
  • To inform you of all treatment options for your condition.
  • To provide sufficient information to enable you, the patient, to make the decision that is right for you as to whether to undergo treatment and by which means.
  • To treat only that which is necessary to treat to achieve a good long-term result. We will not try to justify treating incidental and irrelevant findings on scans to increase charges.
  • To adopt rigorous safety and risk management systems.
  • To keep facilities meticulously clean and pay scrupulous attention to hygiene and technique to minimise the chance of infection or other complication.
  • To ensure your consultant is highly skilled by insisting (regardless of experience) that they undergo extensive in-house training. See our Training Programme.
  • To provide regular staff training and appraisal.
  • To create modern environments of the highest quality.
  • To minimize the number of visits necessary, the time treatment takes and the time off work and hobbies.
  • To respond to all queries and requests knowledgeably, quickly, directly, confidently and in a way you can understand.
  • To do our very best to fit patients in at a time of their convenience and to have no significant waiting lists.
  • To complete treatment as planned and avoid bringing patients back for a repeat attempt.
  • To let you know on request our clinics’ results, success rates and complications.
  • To keep all charges competitive and reasonable and be good value for money. To fully inform you of all costs prior to treatment starting and have no hidden and unexpected charges. To provide low-cost credit facilities for those who request them.

 

From our internal audits and feedback we have received over the last 15 years we feel confident that we are fulfilling these aims and are particularly pleased to note that we have achieved all this at a price is consistently found to be the lowest in the UK.

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