Complaints Policy

Jonathan Dunne | Consultant Plastic Surgeon

Policy Overview

We are committed to providing every patient with the highest standard of care in a calm, professional, and respectful environment. While we always strive for the best possible experience and outcomes, we recognise that there may be occasions where a patient wishes to raise a concern.

We take all feedback seriously and view complaints as an opportunity to listen, respond, and continuously improve the quality of care we provide.

Our Commitment

Every patient is treated with dignity, respect, and sensitivity when raising a concern.
We aim to resolve matters promptly, fairly, and transparently.
All complaints are handled in accordance with GMC guidance and relevant healthcare regulations.

How to Raise a Concern

If you are unhappy with any aspect of your care or experience, we encourage you to speak to a member of our team as soon as possible. Many issues can be resolved quickly and informally.

If the matter cannot be resolved immediately, or if you prefer to raise it in writing, you may email or write to our practice manager:

Shona Man

pa@jonathan-dunne.com
Montrose London, 19 West Eaton Place, London, SW1X 8LT

Please include the following:

Your full name and contact details
Date of treatment or appointment
A clear description of your concern
What outcome you are seeking, if applicable

What You Can Expect

We will acknowledge your complaint within 2 working days.
A full investigation will be carried out by the practice management team or clinical director as appropriate.
You will receive a formal written response within 10 days
If a delay is unavoidable, we will keep you informed throughout.

Confidentiality & Fairness

All complaints are handled with complete confidentiality. Raising a complaint will not affect your ongoing or future care. We do not tolerate any discrimination, disadvantage or bias towards patients who raise a concern.

Final Response

This will include:

A clear statement of the issues, investigations and the findings, giving clear evidence-based reasons for decisions if appropriate
Where errors have occurred, explain these fully and state what will be done to put these right, or prevent repetition
A focus on fair and proportionate the outcomes for the patient, including any remedial action or compensation
A clear statement that the response is the final one, or that further action or reports will be send later
An apology or explanation as appropriate
A statement of the right to escalate the complaint, together with the relevant contact detail
It should also advise on the next step in the process if the complainant is still not satisfied:

An offer of a meeting with the Registered Manager to try further reconciliation.
The patient can contact ISCAS (The Independent Sector Complaints Adjudication Service) would arbitrate between both sides to seek a mutual agreement. This often takes time but can be very helpful having a third person review
If at that point resolution is still not achieved then either side can refer the matter to the Health Commissioner.

If at any time during the complaint process the complainant or their representative or advocate decides they would like to withdraw the complaint this request can be made either verbally or in writing. The withdrawal of a complaint will be acknowledged in writing.

If the complainant has not been provided with a response after six months from receipt of the complaint (taking into account late provision of consent) we will notify the complainant of their right to go straight to the Parliamentary and Health Service Ombudsman without waiting for local resolution to be completed.

Learning from Complaints

We regularly review feedback and complaints as part of our clinical governance procedures. Where appropriate, we make changes to improve patient care, safety, and experience.

If you would like to discuss this policy or provide feedback about your experience, please contact our team.

Dr Jonathan Dunne
Consultant Plastic Surgeon