Feedback & complaints

Feedback & complaints

McKeown Medical is committed to providing the highest standards of medical excellence delivered with the most exceptional customer service. We want every patient who comes to us to leave feeling not only satisfied, but delighted with their experience and excited to come back for their next appointment. If there is anything about your experience that does not meet your expectations, we want to know about it so we can put things right.

You asked, we listened

Here are some examples of feedback we have acted on from previous patients.

Improving aftercare instructions

One patient felt that our aftercare instructions following eyelid surgery focused heavily on the first few days and weeks and less on the longer term recovery. Based on this feedback, we re-drafted our aftercare instructions.

You can see our updated aftercare instructions here.

Giving us feedback

If you would like to give us feedback on an aspect of the service that has not met your satisfaction, the easiest way is to simply tell us at the time of your appointment or you can call us on 0141 370 0509 or email us at [email protected].

In most cases we will be able to take action there and then to put things right for you. If we are still not able to achieve your satisfaction, then you can make a formal complaint by writing to [email protected] with the subject heading ‘Formal complaint’.

In your email, please let us know what it is that you feel should have been done differently, and what action you would like to see us take as a result of your complaint.

We aim to acknowledge all complaints within 24 hours of receiving the complaint and where possible issue a full response, including any remedial action, within one week of receipt. If we are not able to respond within this time frame, for example if it takes longer for us to investigate your concerns, then we will write to you with an update and let you know when you can expect to receive a fuller response.

If you're unhappy with our response

We are members of the independent Cosmetic Redress Scheme (CRS). If you are not happy with our response to your complaint, you can escalate your complaint to CRS by contacting them on the details below.

Cosmetic Redress Scheme
Lumiere House (1st Floor)
Elstree Way
Borehamwood WD6 1JH

Tel: 0345 362 2123
Email: [email protected]
Website: www.cosmeticredress.co.uk

We are also regulated and inspected by Healthcare Improvement Scotland (HIS). If you are still not happy with the outcome, you can escalate your complaint to HIS at any stage in the complaints process, although we would always aim to resolve your issues before it reaches this stage. The contact details for HIS are below.

Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB

Tel: 01316234342
Email: [email protected]

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+44 [0] 141 370 0509