Our regulator
We are registered with and inspected by the Care Quality Commission (CQC), the independent regulator of health and adult social care in England.
- Provider: My Health and Wellbeing Clinics Ltd
- CQC Provider ID: 1-17189808454
- Registered location: 97-99 Whitechapel Road, London E1 1DT
- Regulated activities: Treatment of disease, disorder or injury · Diagnostic and screening procedures · Surgical procedures · Family planning · Maternity and midwifery services (where applicable)
- Public CQC profile: cqc.org.uk/location/1-17189808454
Our individual clinicians are independently regulated by their respective professional bodies — the General Medical Council (doctors), the Health and Care Professions Council (psychologists, physiotherapists), the Nursing and Midwifery Council (nurses), and the General Pharmaceutical Council (where applicable).
Clinical leadership & accountability
Three named roles carry statutory and professional responsibility for the quality of care at MHW Clinic:
- Registered Manager (CQC): Dr Haydar Bolat, Clinical Director. Responsible to CQC for compliance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
- Nominated Individual (CQC): Dr Haydar Bolat. The named person accountable to the regulator for the provider organisation as a whole.
- Caldicott Guardian: Dr Haydar Bolat. Responsible for protecting the confidentiality of patient information and enabling appropriate information sharing.
- Safeguarding Lead (Children & Adults): Dr Haydar Bolat. Trained to Level 3 Safeguarding (Children & Adults). Responsible for safeguarding policy, staff training, and case management.
- Responsible Officer: Provided through our medical indemnity and revalidation arrangements.
All clinical leadership roles are reviewed annually as part of our governance cycle.
Clinical audit
Clinical audit is the systematic review of care against agreed standards. Our audit programme includes:
- Prescribing audit — review of antibiotic stewardship, controlled drug records, and adherence to NICE prescribing guidance.
- Referral audit — sample review of onward referrals to ensure clinical appropriateness and timeliness.
- Significant event analysis — structured review of any incident with potential for learning, with anonymised outcomes shared across the clinical team.
- Diagnostic accuracy review — for ultrasound, ECG, and other diagnostic services, including peer review of selected reports.
- Surgical outcome review — for procedures including minor surgery and hair transplantation, recovery and complication data are reviewed against published benchmarks.
- Patient experience surveys — collected via Pabau and reviewed monthly. Themes inform service improvement.
Audit findings are discussed at clinical governance meetings. Where improvements are identified, actions are implemented and re-audited.
Safeguarding
We have a legal and professional duty to safeguard children and adults at risk of harm. Our safeguarding arrangements include:
- All clinical staff trained in Safeguarding Children Level 3 and Safeguarding Adults Level 3, with refresher training every three years (more frequently for specific roles).
- Non-clinical reception and administrative staff trained to Level 2.
- Named Safeguarding Lead (Dr Haydar Bolat) available for case discussion during clinic hours.
- Clear referral pathways to the relevant local authority safeguarding teams (Tower Hamlets and surrounding boroughs) and to the NHS where required.
- Adherence to the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards.
- Specific safeguards around children for cosmetic and aesthetic services in line with the Botulinum Toxin and Cosmetic Fillers (Children) Act 2021 — we do not provide these treatments to anyone under 18.
Patients or family members with safeguarding concerns can speak to any clinician confidentially, or contact our Safeguarding Lead directly.
Infection prevention & control
Infection prevention is overseen by a designated Infection Prevention & Control (IPC) lead. Standards include:
- Compliance with the Health and Social Care Act 2008 Code of Practice on the prevention and control of infections.
- Annual IPC audit covering hand hygiene, decontamination, sharps handling, single-use device policy, environmental cleaning, and waste segregation.
- Sterile surgical procedures performed in a dedicated procedure room with appropriate ventilation, sterile field, and single-use instruments where required.
- Reusable instruments processed through a registered decontamination provider with full traceability.
- All clinical staff complete annual mandatory training in IPC, hand hygiene, and aseptic technique.
- Mandatory COSHH compliance for all chemicals used on site.
Medicines management
Prescribing, storage, and administration of medicines follows national standards:
- Prescribing by GMC-registered doctors only, in line with the British National Formulary (BNF) and NICE guidance.
- Vaccines stored in temperature-monitored fridges with daily logging, in compliance with Green Book standards.
- Controlled drugs (where stocked) managed in line with the Misuse of Drugs Regulations 2001, with double-locked storage, witnessed dispensing, and a controlled drugs register.
- Expiry and stock checks performed weekly. Any near-expiry stock is rotated or safely disposed of.
- Patient Group Directions (PGDs) used only where authorised and reviewed annually.
Patient confidentiality & data protection
We are registered with the Information Commissioner's Office (ICO) as a data controller. Patient information is handled in accordance with the UK GDPR, the Data Protection Act 2018, and the Common Law Duty of Confidentiality.
- Clinical records held in Pabau, an NHS-grade clinical management system (UK-hosted, ISO 27001 certified).
- All staff sign annual confidentiality declarations and complete data protection training.
- Caldicott principles applied to all information-sharing decisions.
- Patients have a legal right to access their records via Subject Access Request (free, within one calendar month).
- Special category data — including photographs and video shared with consent for marketing — is processed only with specific written consent under UK GDPR Article 9, with the right to withdraw at any time.
Full details in our Privacy Policy.
Staff training & continuing professional development
Every clinical staff member is subject to annual training requirements and individual revalidation through their professional regulator:
- Doctors: Annual appraisal and five-yearly GMC revalidation. Minimum 50 hours of CPD per year, including reflective practice.
- Psychologists & physiotherapists: Two-yearly HCPC renewal with continuing professional development audit.
- All clinical staff: Annual mandatory training in safeguarding, basic life support (BLS), anaphylaxis, infection prevention, information governance, equality & diversity, and fire safety.
- Procedural staff: Additional immediate life support (ILS) training where the role requires it.
- Reception and administrative staff: Annual training in customer service, GDPR, complaints handling, and Level 2 safeguarding.
Training records are maintained for every employee and reviewed at appraisal.
Complaints, feedback & redress
We welcome feedback — positive or negative. Complaints help us improve.
How to make a complaint
- In person: Speak to any staff member or ask for the Clinical Director.
- By phone: 020 7916 0029
- By email: complaints@mhwclinic.co.uk
- By post: Complaints, MHW Clinic, 97-99 Whitechapel Road, London E1 1DT
Our response commitments
- Acknowledgement of your complaint within three working days.
- Full investigation and written response within 28 days, unless the complaint is complex (in which case we will keep you informed of progress and expected timeline). See our full Complaints Policy for detail.
- Investigation by a senior clinician not directly involved in your care, where appropriate.
- Apology, explanation, and (where applicable) details of changes made as a result.
If you are not satisfied
If our response does not resolve your complaint, you have the right to escalate. Independent escalation routes include:
- Independent Sector Complaints Adjudication Service (ISCAS): iscas.cedr.com — for independent review of unresolved private healthcare complaints.
- Care Quality Commission (CQC): cqc.org.uk/give-feedback-on-care — CQC does not investigate individual complaints but uses your feedback to inform regulation.
- General Medical Council (GMC): for concerns about a specific doctor's fitness to practise — gmc-uk.org/concerns
- Health and Care Professions Council (HCPC): for concerns about a psychologist or physiotherapist — hcpc-uk.org/concerns
- Information Commissioner's Office (ICO): for concerns about how we have handled your personal data — ico.org.uk
Making a complaint does not affect your care. We will not treat you less favourably because you have raised concerns.
Duty of candour
We comply with the statutory duty of candour (Regulation 20, Health and Social Care Act 2008 Regulated Activities Regulations 2014). This means that if something goes wrong during your care that has resulted in — or could result in — harm, we will:
- Tell you what happened, in person and as soon as reasonably practicable;
- Give you a truthful and full account of the facts as we know them at the time;
- Offer a sincere apology;
- Provide a written follow-up account of our investigation and any changes made as a result.
Candour is not optional and not negotiable.
Whistleblowing & raising concerns
Any staff member, patient, or member of the public who has a concern about patient safety, professional conduct, or unethical practice can raise it confidentially. Internal routes:
- Direct to the Clinical Director (Dr Haydar Bolat)
- Via our Freedom to Speak Up arrangements
External routes for staff include the CQC's whistleblowing line and Protect (the whistleblowing charity, protect-advice.org.uk).
The Public Interest Disclosure Act 1998 protects workers who make qualifying disclosures.
Clinical governance cycle
Our governance arrangements run on a continuous cycle:
- Monthly: Patient experience review, incident log review, safeguarding case discussion (anonymised), prescribing data review.
- Quarterly: Clinical audit review, training compliance audit, IPC audit, complaints summary, risk register review.
- Annually: Statement of Purpose review, policies and procedures review, business continuity plan test, full IPC audit, Caldicott review.
- Continuously: Significant event analysis triggered by any event with learning potential.
External oversight
Beyond CQC and individual professional regulators, our practice is subject to oversight from:
- Indemnity insurer: Reviews case load and any claims annually.
- Independent External Auditor: Annual statutory accounts audit.
- Information Commissioner's Office (ICO): Data protection compliance.
- QCS (Quality Compliance Systems): External provider of our policies, procedures, and compliance framework, with ongoing updates aligned to CQC requirements.
Patient charter
What you can expect when you are a patient at MHW Clinic:
- Respect & dignity: You will be treated with kindness, respect, and without discrimination.
- Privacy: Your information is confidential and shared only with your consent or where required by law.
- Choice: You can choose your clinician where possible, and ask for a second opinion at any time.
- Information: You will receive clear information about your diagnosis, treatment options, costs, and risks — in plain English (or via interpreter where needed).
- Consent: No procedure will be carried out without your informed consent. You can withdraw consent at any point.
- Continuity: Where possible, you will see the same clinician for follow-up care.
- Honesty: If something goes wrong, you will be told (see Duty of Candour above).
- Voice: Your feedback — positive or negative — will be welcomed and acted on.
Contact for quality matters
For specific questions about quality, governance, complaints, or to request a copy of any of our policies:
- Quality & Governance Lead: Dr Haydar Bolat, Clinical Director
- Email: quality@mhwclinic.co.uk
- Phone: 020 7916 0029 (ask for the Clinical Director)
- Address: MHW Clinic, 97-99 Whitechapel Road, London E1 1DT
We aim to respond to quality enquiries within five working days.
