Our Commitment to You
At Mr Rob Milligan Breast Surgeon, we are dedicated to provide exceptional, safe, and ethical care. We strive to ensure every patient’s experience is positive and professional from consultation through to aftercare. However, we recognise that occasionally, you may feel that something has not met your expectations. When that happens, we welcome your feedback and are committed to resolving any concerns swiftly, fairly, and compassionately.
How to Raise a Concern
If you are unhappy with any aspect of your care, please let us know as soon as possible. Most concerns can be resolved quickly and informally by discussing them directly with your treating clinician or a member of our clinic team. We will always listen carefully, aim to put things right, and use your feedback to improve our service. You can contact us in any of the following ways:
Please include:
- Your full name, date of birth, and contact details
- Details of your treatment or appointment
- A clear description of your concern
- How you would like us to resolve the matter
Formal Complaint Process
If your concern cannot be resolved informally, or you would prefer to make a formal complaint, our structured process ensures your complaint is handled appropriately and confidentially.
- Acknowledgement We will acknowledge your complaint in writing within 3 working days of receiving it.
- Investigation A senior member of our clinical team will review your case. This may include examining your records, discussing the matter with relevant staff, and, if needed, inviting you to a meeting to talk through your concerns.
- Response We will provide a full written response within 20 working days. If the investigation takes longer, we will keep you informed of progress and expected timelines.
- Outcome Our written response will explain:
- What we found
- Any actions we are taking to address the issue
- Any changes we will make to improve our service going forward
If You Remain Dissatisfied
We hope that our internal process resolves your concern fully. However, if you are not satisfied with our response, you may choose to escalate your complaint to an external body:
- For surgical or medical complaints: (Rob) You may contact the Private Healthcare Information Network (PHIN), the Independent Sector Complaints Adjudication Service (ISCAS), or the General Medical Council (GMC) if the issue concerns professional conduct.
Full contact details for these organisations can be provided upon request.
Confidentiality and Learning
All complaints are treated with the strictest confidentiality. Your care will never be compromised because you have raised a concern. We review all feedback regularly as part of our clinical governance process to continuously enhance patient safety, communication, and service quality.
Our Promise
Your voice matters to us. We will always handle your complaint with respect, transparency, and professionalism. Every concern is an opportunity to improve — and your trust remains at the heart of everything we do.
