Plan your Visit
Here’s everything you need to know about finding us, your appointment, payments, and policies.
How to find the clinic
Our clinic is located at Regenesis, Unit 42 Stirling Arcade, Stirling, FK8 1AX.
By Car
There is on street parking around the clinic but these spaces are often taken.
There are three convenient parking options nearby:
- Stirling Train Station car park
- Rainbow Slides car park
- Thistle Centre shopping centre
From Stirling Train Station exit the station car park and use the pedestrian crossing. Walk straight up the hill and the arcade entrance will be directly facing you at the top, positioned between The Scottish Gantry and the Turkish barbers. Once inside, walk through to the far end where you’ll find us in the last unit on your right.
From Rainbow Slides car park exit the car park and turn left. Walk along the street until you reach Stirling Train Station (approximately 2 – 3 minutes). Then follow the directions below from the station.
From the Thistle Centre (Marks and Spencers exit) turn left at Greggs and walk along to Caffe Nero. Take a left at Caffe Nero and walk up the hill. Cross over the road and the Arcade toward the top of the hill, entrance in between King Cons and The Personal Touch. The clinic is the first unit on the left when you come through the doors of the Arcade. This route should take approximately 3 minutes. .
If exiting the Thistle Centre from the other side, walk along to German Doner Kebab and cross the road and you will find the Arcade entrance on King Street between the Scottish Gantry and the Turkish barbers. Walk straight through the Arcade and the clinic is the last unit on the right. This route should take approximately 3 – 4 minutes.
By Train
Stirling Train Station is a 4 – 6 minute walk from our clinic. Follow the directions above from the station exit.
Accessibility
Step-free access is available from both the station and Rainbow Slides car park, though please note there is an uphill gradient.
There are disabled parking spaces situated right outside the clinic on the street.
The ground floor of the clinic is wheelchair accessible. Our CAMHS consultation room is located upstairs but we can arrange for appointments to take place in a downstairs consultation room if needed – please let us know about this requirement when booking your appointment.
There is no wheelchair accessible toilet within the clinic. Accessible toilets can be found nearby at Stirling Train Station and the Thistle Centre (next to Sports Direct). Both are within approximately 5 minutes walk from the clinic.
Clinic Environment
We have worked hard to provide a safe, comfortable and clinical environment which meets the standards of Healthcare Improvement Scotland regulators.
There is refreshments, water, tea and coffee available if required and there are toys and games available to keep children occupied.
Our clinic is housed in a historic building within Stirling Arcade. Our consultation rooms are heated well in advance to ensure they are comfortable for your appointment but the building’s period features mean that some areas – particularly the waiting area and corridors – can be cooler during winter months. We recommend wearing warm, layered clothing when visiting during cold weather to ensure your comfort throughout your visit.
About Appointments
For the initial appointment, we need the child in question to attend in most cases to allow us to assess and observe them.
For some very young children, who parents wish to discuss without the child present, we can offer an initial parent appointment but with the understanding that the child must be able to attend a follow up face to face appointment to complete observations and allow us to make recommendations.
If a young person is deemed to have capacity then they also have to attend each appointment unless discussed with the clinician and permission is recorded to discuss things with the parent/carer.
A young person with capacity can also ask to be seen alone and normal rules of confidentiality apply.
Our appointments length range, depending on the requirements. For Medication Reviews we allocate 30 minutes, and this includes medical observations. Initial Medication Appointments are up to 1 hour. Consultations can be up to 90 mins with the clinician.
We understand that everyone can be late but clinicians are almost always booked back to back on clinic days and it is important to aim to start and finish on time.
You will still be charged for the full session which cannot be extended beyond the appointment time.
Please note our cancellation and no show policies and fees still apply.
About Correspondence
We require consent from all patients and/or families to offer support, assessment and treatment.
Without this we are not working ethically or within the guidelines of good medical practice. Thus consent is sought from all patients or parents on behalf of younger children to ensure this is in place.
We require accurate GP details for all patients seen within our clinic.
We require consent to share information with GPs for all patients. We will discuss with you any information that is to be shared with the GP, however in the instance of, risk or child protection concerns, we may rarely be required to breach confidentiality to share this information.
Please note that when embarking on a clinical assessment it is pivotal that we agree any outcomes will be shared with the GP as is required by good practice.
As the primary caregiver for your child’s care – they require to be aware of any diagnosis or recommendations from our input. Without this information or consent we are likely to be unable to support your child or young person.
We do not charge for brief email correspondence.
However if lengthy and repeated emails are requested by families between appointments then we will discuss a need to bill for the clinical and admin time involved.
Repeat prescriptions can be requested via the top banner of our website. Please allow 7 days for prescriptions to be with you is requested to be posted. Any changes in medication may require review appointment.
As a team we are very lucky to work with a number of wonderful families that provide us with an opportunity to do the job we love.
Unfortunately a small number of interactions can result in clinicians being subject to abusive contacts including via email, verbal aggression and at times physical aggression.
As a team we have a zero tolerance policy to any form of intimidation, abuse, aggression or threatening behaviours. If this occurs then the police will always be contacted to investigate this directly with those involved.
Any abuse of this kind will result in immediate discharge from the clinic.
We welcome feedback and encourage you to share your experience with us on many platforms.
- We will share a google review link with you to share your feedback online.
- We have specific feedback forms which are helpful for our appraisals and revalidation with our regulatory bodies. We will ask you at points throughout your/ your child’s care to complete patient feedback forms, you will be provided with a link to online forms for these. There is of course no obligation to provide us with feedback.
- There is a suggestion box in clinic where you can leave feedback in writing, forms are available in the suggestion box.
Complaints
Regenesis aim to handle all complaints efficiently, effectively and in a fair and honest way. We take all complaints seriously and use the information gathered from the investigation to help us improve the service we provide. Complaints will be handled confidentially and written response will be provided where appropriate.
Anyone who is unsatisfied by Regenesis can make a complaint. If the client is not happy to make a complaint themselves or they may have an advocate speak on their behalf.
A client can make a complaint either:
- In person
- By telephone, letter or email
The manager will acknowledge a complaint within 3 working days and will provide the name and contact details of the person investigating the complaint to the client. The client will be fully informed of the progress being made in the investigation. The aim is to have the complaint finished within a 28-day timescale unless otherwise agreed with the client.
When the complaint has finished being investigated the manager will arrange to meet with the client to discuss the outcome and will then write to the client with the details of the findings, any action taken and the proposal arising from the complaint.
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.
Contact details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
E: hcis.clinicregulation@nhs.scot
Our full complaint policy is available at reception should you wish to see this.
About Fees
Our terms and conditions include full payment of any fee if an appointment is not attended or cancelled 48 hours prior to schedule. You can cancel or reschedule using our portal, which you will use to register.