Formal complaints process

Centre for Surgery has established processes for dealing with complaints in accordance with timelines set out primarily in the National Minimum Standards (NMS) in England and Wales and these are supported by the Private and Voluntary Healthcare (England) Regulations 2011 (PVH Regulations).

Our aim is to give our Patients the highest possible standard of service and we try to deal with all complaints as quickly as possible.

We ask that in the event of any complaint that you speak with or write to the Clinic Manager who will act on your complaint accordingly. Our complaints policy is designed to make sure that we settle any complaints as quickly as possible.

Centre for Surgery have 2 progressive stages for the handling of complaints.

Complaints Process

Should your complaint not be resolved within 20 working days of receipt the details of your complaint will be escalated to our Chief Operating Officer – Michael Smith-Hardy

Your complaint will then be investigated by the COO accordingly

The complaint investigation will include staff interviews, discussions and meetings as appropriate.

Records of complaint will be kept for at least 8 years as part of our clinic record retention policy.

In the case of a written complaint, you will receive a written response in reply to your complaint within three working days to indicate that the appropriate action is being taken.

Resolution of the complaint within 20 working days, if not achieved, a letter of explanation will be issued.

Stage 1 Local Resolution

The Clinic Manager, Nikki Kaur (n.kaur@centreforsurgery.com) has direct responsibility for dealing with complaints at 95-97 Baker Street. She will acknowledge all complaints within 3 working days of receipt of the complaint (unless a full reply is sent within 5 working days) and aim to have looked into the complaint within 20 working days of receipt of the complaint.

When we look into a complaint, we shall aim to:

Find out what happened and what went wrong
Make it possible for the complainant to discuss the problem with those concerned.
Make sure the complainant receives an apology where appropriate
Identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation the complaint will be discussed with the complainant in detail, either in writing or in person.

Complaining on behalf of someone else

If the complaint is received on behalf of someone else, the rules of patient confidentiality will be kept.

A letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this to allow the complaint to be investigated.

Stage 2 Internal Appeal

If the patient is unhappy with the response to their complaint and wishes to request an internal appeal this should be done within 20 working days of the date of the final written response. The request should be made in writing to the Chief Operating Officer, Michael Smith-Hardy. The COO will consider the complaint and undertake a review of the correspondence and the handling of the issue. The COO will then either confirm the decisions and actions of the Clinic Manager or offer an alternative resolution.

Michael Smith-Hardy, Chief Operating Officer

Centre for Surgery T/A M Sarwar Ltd

Unit 2 Colne Way Court

Colne Way

Watford WD24 7NE

Stage 3 External Appeal

If the complainant remains dissatisfied with the outcome of their complaint you will be advised to contact an independent advocate, i.e. Citizens Advice Bureau

The Care Quality Commission does not provide a complaints arbitration or resolution service but will use the information in the report in their regulatory work with the provider.

CQC email: feedback@CQC.org.uk

Justine Farrell

18:11 29 Nov 22

I had Umbilicoplasty done by DR M Sarwar. I have never had cosmetic surgery before so I was very worried and reluctant but finally took the plunge. I didn’t choose my surgeon it was just done at random but I’m glad I had him anyways because I am SO SO SO happy with my results. He is extremely honest and transparent to make sure your expectations are not too high or unrealistic. This scared me off initially but the fact he did this made me feel like my results were 10x better than what I was expecting them to look like. The aftercare was very good. I cannot fault anything. Thank you so much to everyone I met at the surgery 😊

Julie Dyson

11:05 23 Jun 22

Everyone at the Centre for Surgery has exceeded my expectations by miles! From the moment I made contact and enquired about the procedures offered, all the way through to my post-operative aftercare, I have been blown away by the levels of customer service and empathy shown to me on my journey.At 62 years of age, some might question whether I was a bit old for a “mummy makeover” wanting both a bi-lateral breast reduction and an abdominoplasty. However, I was treated so kindly and with such respect that these thoughts were soon left behind. Lidia the Patient Coordinator allocated to me was great – she sent me loads of information to read and arranged a consultation with Mr Ertan Erel, the surgeon.When I met Mr Erel, he immediately made me feel at ease. We discussed performing the procedures in a staged format, to allow my body to recover in between surgeries. He also encouraged me to lose a few kilos before my surgery saying it would be of benefit health-wise and give better results. He walked me through both of the procedures, what to expect and likely outcomes. We agreed that I would have the breast reduction first, followed by the tummy-tuck 4 to 6 months after that. I was offered a follow-up consultation, but didn’t need one, I was so happy with the first.Lidia then helped me choose a date for the first op based on my personal commitment to lose the weight. The encouragement helped tremendously and in January 2022, I had my first surgery. On the day, the whole team were amazing, from the receptionist who greeted me, the entire theatre team – Mr Erel, the anaesthetist and all the theatre nurses couldn’t have looked after me any better. What was truly wonderful for me – I was able to go home the same day once Mr Erel and the nurses were happy for me to leave, no stay in hospital where you can’t sleep etc. – absolute bliss.The support team telephoned me the next day to ensure all was well and organised an appointment to see a perioperative nurse to check my wounds and re-dress. How lucky am I – Sophie Ship is just the best! Knowing that support team was always available together with regular check-ups in Sophie's very capable hands I was very soon on the mend.AT 6 weeks post-op, I had a review with both Mr Erel and Sophie. We were all delighted with the results and my recovery, it was agreed that the second operation could take place in May/June.Lidia, then sent me loads more information about the procedure, answering all my questions swiftly and booked the date. To ensure I was fit for surgery, Mr Erel saw me again two weeks before my surgery. All was agreed and the abdominoplasty performed on 25th May. Once again, everything went like clockwork and every member of the team were outstanding.I’m now 4 weeks post-op 2 and already delighted with the results. Mr Erel is a genius! I feel so privileged to have had both my surgeries performed by him. The swelling is already going down and I can’t wait to see how I look in a couple of months.I have given Centre for Surgery and Mr Erel permission to show my photographs to anyone considering the procedure(s) and am more than happy to provide more details/chat to anyone about any concerns they have. Please just ask Centre for Surgery/Mr Erel to arrange.

Rita W. Eversole

10:18 28 May 22

Highly recommend this clinic for anyone wanting a friendly, welcoming, professional and non judgmental approach to all your surgical and non surgical needs. I wouldn’t consider going anywhere else.

Jemes Rodreges

05:59 28 May 22

Staff are very helpful and friendly, nothing has ever been to much trouble. Definitely put me at ease before I had my surgery and gave great aftercare after my surgery

Colly Hazel

20:08 02 May 22

I made an enquiry with the Centre for Surgery after reading everyone's reviews on Google - and I am elated that I chose CfS.The website was easy to navigate and provided me with sufficient information and understanding of the consultation I wanted to have. Booking the appointment and paying the small consultation deposit was incredibly simple. The availability of appointments on offer was really good too.I received quick confirmation of my booking, and also an email reminder of my appointment one day prior which was really nice.The clinic, both interior and exterior, was well kept and clean.The consultant was Dr Alok Misra. I was really nervous but his bubbly and kind character quickly put me at ease. First he clarified the purpose of my visit (which shows that Dr Misra and the team are observant) and discussed my concerns. Dr Misra was honest and open. He carefully listened to everything I had to say, repeated what we discussed to ensure there was no misunderstanding (I really appreciated this), and then gave advice and guidance which neither me nor self Google-searches, would have ever considered.At the end of the consultation, his team brought me to a private office to discuss what was said and to ask how I'd like to proceed. I think this is an example of exemplar customer service.

Complaints Policy

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