I booked to have 3x cool laser treatments which is an ablative skin resurfacing laser to help with acne scarring and skin texture. I cancelled the treatment due to lack of faith in the standard of care. Here’s my story, I Came for patch test the week before Christmas and I was waiting over half an hour before they could see me. The practitioner struggled with the machine for 3-4 minutes before getting it to work suggesting she didn't really have experience using it.My actual laser appointment was cancelled for an unknown reason via a text only and no explanation and I had to call them to rebook. That’s not the right way to deal with cancellations.I came for my new appointment feeling confident, but then the appointment was running late. It was at 7pm and I didn’t get taken in until 7.45pm. I was quite concerned that staff are made to start work on such serious laser treatments later than 7pm. When I asked what the delay was, I was told a previous patient found the treatment so painful that the doctor had to go very slow so now there was a back log. This made me concerned I would be in pain from my treatment if it was the same one. The atmosphere of the clinic felt busy and rushed with 10 people or so in the waiting room. I thought it could cause mistakes because of rushing to meet the fast paced schedule. When I was called, They asked if I was having a patch test or the treatment today. How could they be properly prepared for a treatment when they don't even realise that's what they are meant to be doing? It suggests they are just winging it rather than knowing exactly what the treatment plan is.The doctor didn't know what i wanted the laser to target. I asked if she had my notes and she showed me about one sentence on her screen that didn’t explain anything even though I’d spoken at length during my consultation and follow up calls to ensure they knew everything about what I wanted, my skin type and concerns. Why would you waste time talking to a patient about all this if it doesn’t get passed on to the doctor doing the treatment?? I don’t think they should just treat talking to patients as sales opportunities, it should mainly be about care and preparing for high quality treatment. There could be crucial information shared that needs to be known by the doctor to get the best results.Next they couldn’t find the record of the patch test and therefore they didn't know the settings used on the patch test to inform the treatment. This could be very dangerous if they went ahead with the treatment using different settings to the test. Whilst discussing how worrying it was they were lost, they suddenly said they found them, but at that point I’d totally lost confidence and thought it could easily be another mistake, I just thought it wasn’t worth the risk to damage the skin on my face if they were wrong. All of this should have been properly prepared before they invited me into the room, it all felt very disorganised so I called off the treatment. This chaos might be fine if you’re just having laser hair removal but for ablative lasers it’s extremely dangerous and careless, you can burn or have scars if the machine isn’t set properly. I’m so glad there were these red flags to help warn me not to get it done. FYI I-have had laser hair removal, IPL, laser at skin laundry, Botox and fillers at different clinics so I’m fairly experienced and unphased by these type of treatments and know what level of care is normal in the beauty aesthetics industry. I complained along with cancellation and they never responded despite chasing them for a comment/reply a few times. It took a few chases to even get the refund.
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