Complaints Policy

In Detail

As part of our duty to the CQC, MYA have a comprehensive comments and complaints policy in place, clear details of which are available to all patients. Patients may make complaints verbally and in writing. Our complaints process is within each clinic’s Statement of Purpose, which is regulated by the Care Quality Commission. There is also a policy which encourages patients to be made aware of complaints procedure; verbal and written, clinical and non-clinical. The data collected can be filtered to show complaints per surgeon, clinic, hospital, reason for complaint, date, procedure type etc. All complaints will be treated seriously and confidentially except to facilitate an investigation.

Verbal complaints are investigated immediately and the patient notified of the outcome within one working day. If we are not able to resolve the issue within one working day, they will be notified of the outcome in writing within 20 working days of the complaint being made.

Written Complaints: Upon receipt of the patient’s correspondence, we will acknowledge the letter in writing within two working days. We will immediately undertake an investigation into the comments and will provide a written response within 20 working days of receiving the letter. If we are unable to provide a written outcome within 20 working days, we will inform the patient in writing of the status of the complaint.

Independent Sector Complaints Adjudication Service – ISCAS. Following the exhaustion of MYA’s internal complaints resolution process, if the patient remains dissatisfied with MYA’s response, they have the right to use the Independent Sector Complaints Adjudication Service. MYA is a member of the Independent Healthcare Sector Complaints Adjudication Service (ISCAS), who will act as our external adjudicator when required. 

MYA appreciate all patient feedback to ensure we can provide the best service for all of our patients. Please direct your verbal complaint to the line manager of your clinic if you wish to make a written complaint this can be addressed to 

Complaints department
MYA Cosmetic Surgery
Suite 3
1 Cardale park
Beckwith head Road

Please Note: Once a verbal or written complaint is submitted you must not discuss your issue of complaint on the MYA forum, MYA social media pages or other social platforms as this could affect the efficiency of your complaint procedure and be detrimental to your issue being resolved in a timely matter. As this is an open complaints process any comments regarding this will be removed.

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