Concerns are taken seriously and will be handled respectfully, fairly and without affecting the care you receive.
How to make a complaint
Please email info@mohanplasticsurgery.co.uk with your name, contact details, the relevant dates and a clear description of your concern and the outcome you are seeking. Please mark the subject line “Private and confidential — complaint”.
What happens next
We aim to acknowledge complaints within three working days and provide a substantive written response within 20 working days. Where further investigation is required, you will receive an explanation and a revised timeframe. Relevant clinical records may be reviewed and appropriate members of the treating team consulted.
Hospital-related concerns
Concerns about hospital facilities, nursing care, anaesthesia, billing or services supplied directly by a hospital may need to be handled under that hospital’s complaints procedure. We will explain this and help identify the appropriate contact where possible. Any independent review or adjudication route available through the relevant provider will be explained after its internal process has concluded.
Data-protection concerns
Privacy complaints may be made through the same email address. They will be acknowledged within 30 days and handled without undue delay. You may also complain to the Information Commissioner’s Office.
Consultation cancellations
Consultations may be cancelled or rearranged without charge by providing at least 48 hours’ notice. Cancellations within 48 hours and missed appointments may result in the consultation fee being retained or charged. Exceptional circumstances will be considered individually. Any separate procedure, hospital or surgical-deposit terms will be provided before payment and take precedence for that booking.
Urgent clinical concerns
The complaints email is not an emergency service. For emergencies call 999; for urgent advice in England contact NHS 111. Existing patients should use the postoperative or hospital contact instructions they were given.