Policies

Mew Medical aims to provide safe, respectful and clinically appropriate care. If something has not met your expectations, we encourage you to contact the clinic as soon as possible so that we can understand what happened and respond properly.

Concerns and complaints are handled fairly, confidentially and without prejudice to your ongoing care. We may ask for further information to clarify the concern and may review relevant records, communications, appointment details and team feedback as part of the process.

Where a complaint relates to clinical care, it will be reviewed by an appropriate clinician or senior member of the team. We aim to provide a clear response, explain findings where possible and outline any learning or changes made as a result.

Feedback is an important part of clinical governance. We use complaints, incidents and patient comments to support service improvement, staff learning, risk management and quality assurance.

If a concern cannot be resolved locally, patients may be advised of relevant external routes depending on the nature of the complaint, the service provided and applicable regulatory or professional frameworks.