Talk to the people who do the surgery.

Which channel is for what

Different questions are answered better in different places, and using the wrong channel is the most common reason a reply takes longer than it should.

• The assessment form is for anything that needs a clinical opinion: whether you are a candidate, how many grafts your case might involve, which technique fits. It reaches the clinical team with your answers attached, which is why the reply is specific rather than generic.
• The phone is for scheduling appointments, questions about an existing appointment, and anything urgent after a procedure.
• WhatsApp is suited to short follow-ups and to sending post-operative photos during your follow-up program.
• Email suits documents — records, invoices, written instructions, anything you want a paper trail for.

Whichever route you use, a member of the clinical team replies within one business day. Anything that arrives outside opening hours is answered the next working morning — not in the middle of the night by an automated system pretending otherwise.

What to send, and what not to

You never have to send photos. They make the first reply more useful, and if you are comfortable sending them, four angles in natural light with dry, unstyled hair — front, both sides and the crown from above — tell us far more than a single selfie taken under a ceiling light, which is the worst possible light for judging a scalp.

Please do not send full medical records, insurance documents, ID or payment details through a web form or messaging app. Anything of that kind is requested through a secure route once you are a patient. How inquiry data is stored and how long it is kept is set out in our privacy policy.

If you are writing on someone else's behalf

Partners, parents and adult children often contact us while researching for someone who has not yet decided to do anything. That is welcome, and we will answer general questions about candidacy, timelines and what the process involves.

What we cannot do is discuss a specific person’s past or future case with anyone but them. That applies absolutely to existing patients, and it applies before someone becomes a patient too. If the person concerned wants an assessment, the request needs to come from them.

Response times, honestly

Assessment requests are answered within one business day. Requests that arrive on a Friday evening are answered on Monday, and a reply that takes two days usually means the clinical team is answering properly rather than sending a template — a specific answer about candidacy requires someone to actually read what you sent.

Existing patients in the first two weeks after surgery are a separate queue and are answered the same day. Anything that sounds like a complication is escalated immediately, wherever you are in your follow-up program, and never waits for a scheduled check-up.

If you have not heard from us within two business days, assume a technical failure rather than a decision, and call. Forms break, spam filters catch replies, and neither is a reason for you to sit and wait.