Operational responsibility
Day-to-day running of the clinic — staffing, scheduling, room and equipment readiness, supplies, cleaning standards. The infrastructure that makes clinical care possible.
Operations · Practice Manager
Ayla Mustafa.
Practice Manager · Operations & Patient Experience · English & Turkish
Ayla Mustafa is the Practice Manager at MHW Clinic. She runs the day-to-day operations of the clinic — from staffing and scheduling to insurance liaison, complaints handling, and the administrative side of CQC compliance. She speaks English and Turkish.
About Ayla Mustafa
The clinic running smoothly.
A private medical clinic doesn't run itself. Behind every clinical consultation is a substantial layer of operational work — from making sure rooms are equipped and clean, to staffing rotas, insurance authorisations, billing, complaint handling, regulatory compliance and the hundred small things that have to happen on time, every time.
Ayla holds that operational responsibility at MHW Clinic. As Practice Manager she works alongside the Clinical Director (Dr Bolat) on CQC compliance, complaints handling under our published policy, patient liaison for issues that need escalation beyond reception, insurance partner liaison, and the operational standards that keep the clinic safe and patient-focused.
Patients who need to raise a concern, ask about insurance authorisations, escalate a complaint or speak to someone about a non-clinical matter can ask to speak with Ayla directly. She speaks English and Turkish.
What they do
Where they help.
Where they fit into the clinic. The day-to-day work and the boundary of scope.
CQC compliance support
Working alongside the Clinical Director on the administrative side of regulatory compliance — policies, audit, complaint logs, incident reporting, and the documentation CQC inspectors expect to see.
Patient liaison
Escalation point for patient concerns that go beyond reception — complaints, billing disputes, insurance authorisation problems, scheduling difficulties for complex pathways.
Insurance & payment
Liaison with major UK private medical insurers (Bupa, AXA Health, Vitality, Aviva, Cigna, WPA) on authorisations, claims and billing. Coordination for self-pay patients with complex pathways or multiple specialties.
Where to find them
Across the clinic.
Related services and pages.
If you’re contacting us
What to expect.
How to get in touch
The reception team is available 7 days a week, 9am–7pm in person and by phone. Out-of-hours queries are handled by our AI reception system and routed to the team the next working morning.
What we can help with
Bookings across all services, insurance pre-authorisations, registration paperwork, follow-up scheduling, complaints, billing queries, and signposting to the right clinician for your concern.
What we can’t do
Reception and operations staff don’t provide clinical advice. For medical questions, we’ll book you in with the right clinician. For anything urgent and clinical, we’ll signpost to the right service — including A&E where needed.
Languages spoken
Our reception team collectively speaks English, Turkish and Bulgarian. We’re used to supporting patients who are new to UK private healthcare and need things explained clearly.
Operations team · English & Turkish · Whitechapel
Speak to Ayla Mustafa.
Reception is here 7 days a week to help with bookings, enquiries, insurance and patient support. In-person at our Whitechapel clinic, 9am–7pm. Phone, WhatsApp and online out-of-hours.