At Dr Mistry Specialist Plastic Surgeon, based at the Charlestown Healthcare Hub, patients from Newcastle, Lake Macquarie, and the Hunter region are supported throughout their care with professionalism and clear communication. Led by Dr Yezdi Mistry, our practice welcomes feedback from patients and families, recognising that it plays an important role in maintaining high standards of clinical and administrative care.
This page outlines our Feedback and Complaints Policy. It explains how patients can share feedback, raise concerns, and understand how these are reviewed. The purpose is to ensure every patient feels heard, respected, and well informed about how their input contributes to the continuous improvement of our services.
Dr Yezdi Mistry, BHB, MBChB, FRACS Plastic Surgery, is a Specialist Plastic and Reconstructive Surgeon who provides individualised surgical care across Newcastle and the Hunter region. After completing his Fellowship of the Royal Australasian College of Surgeons in Plastic Surgery, Dr Mistry relocated to Newcastle in 2015, where he continues to practise as a Visiting Medical Officer in hand and plastic surgery at John Hunter Hospital.
At his private practice in Charlestown, Dr Mistry provides evidence based treatments grounded in patient centred care. His approach is collaborative, ensuring that every patient receives clear information about their options, procedures, and aftercare. From consultation to follow up, Dr Mistry and his team focus on open communication, ethical standards, and informed decision making.
At Dr Mistry Specialist Plastic Surgeon, feedback is a core part of clinical governance and quality improvement. Comments, suggestions, and complaints help us identify ways to strengthen our processes, update patient information, and refine communication.
Patients, families, carers, and referring doctors are encouraged to share their experiences at any stage, whether before treatment, during care, or after surgery. Feedback may relate to clinical care, staff interactions, or administrative systems. Every concern is handled respectfully, in line with New South Wales health service regulations and AHPRA standards.
A complaint does not affect your care or future appointments. It is treated as a constructive opportunity to review what occurred, explain findings, and implement improvements if necessary.
Patients can expect that all feedback will be received with courtesy and professionalism. Each matter is reviewed thoroughly and with sensitivity. Complaints are acknowledged within two business days wherever possible. The Practice Manager oversees this process and ensures that concerns are investigated promptly, with responses provided within reasonable timeframes.
If a complaint involves clinical matters, it is reviewed directly by Dr Yezdi Mistry. The outcome is communicated in plain language, outlining the steps taken, the findings, and any measures that may be implemented as a result. Throughout this process, our aim is to maintain trust, uphold transparency, and support patients in a respectful and non judgmental environment.
Constructive feedback helps ensure that every aspect of patient care aligns with the standards expected of a specialist surgical practice. Insights gathered through feedback often lead to clearer pre operative and post operative instructions that patients can follow easily. Feedback also informs how we coordinate with hospital facilities, anaesthetists, and allied health providers, which supports timely and organised care. It can highlight opportunities to refine appointment scheduling and communication systems so that information remains accessible and easy to understand. In these ways, feedback contributes directly to the consistent delivery of safe, high quality surgical care across Charlestown, Newcastle, Lake Macquarie, and the Hunter region.
Our practice follows a structured, fair, and confidential process for managing complaints and feedback. When feedback is received, the Practice Manager documents and acknowledges it promptly. Non clinical matters are managed by senior staff, while clinical concerns are referred to Dr Mistry for assessment.
All information is handled in accordance with the Privacy Act 1988, and the Health Records and Information Privacy Act 2002 in New South Wales. Feedback is securely recorded, and only authorised team members involved in resolving the issue have access to related information.
If a complaint involves another healthcare provider or facility, such as a day surgery or hospital, we will inform you if that organisation is best placed to review your concern. With your consent, our practice may liaise with that provider to assist in coordinating a resolution.
Patients who prefer an independent pathway may contact the Health Care Complaints Commission in New South Wales or the Australian Health Practitioner Regulation Agency for external review.
At Dr Mistry Specialist Plastic Surgeon, communication is central to our approach to care. Patients are encouraged to ask questions and request clarification about any part of their experience. If assistance is needed to lodge feedback, our staff can help prepare the information in writing.
Support persons and interpreters can be arranged where necessary, and reasonable adjustments are made for patients who require additional assistance. All interactions are documented transparently and stored securely in compliance with relevant privacy laws. Our goal is to ensure that every patient can share their views comfortably and know that they will be addressed with care and professionalism.
This Complaints and Feedback Policy is designed in accordance with the professional guidelines and ethical standards set by the Australian Health Practitioner Regulation Agency, the Royal Australasian College of Surgeons, and the Australian Society of Plastic Surgeons.
Dr Mistry’s practice regularly reviews policies and procedures to ensure they remain compliant with current healthcare legislation and professional conduct expectations. Feedback data is reviewed periodically to identify trends and opportunities for system improvement within the Charlestown clinic and across the broader service area.
Yes. Patients are welcome to discuss clinical concerns directly with Dr Mistry. You can request a meeting or a written response through the Practice Manager, who will arrange a suitable time for review.
The practice aims to acknowledge all complaints within two business days. Complex matters that require detailed review may take longer, and you will be informed of expected timeframes.
No. Patients are treated with respect regardless of whether they have raised a concern. Submitting feedback will not affect your access to care or the quality of clinical management you receive.
Yes. Our staff can help you document your concern, and you may involve a family member, carer, or interpreter. With your consent, a support person can also speak on your behalf.
Your concern will be reviewed by the Practice Manager and, if necessary, by Dr Mistry. You will receive a summary of findings and any actions taken to address the issue.
Yes. Anonymous feedback is reviewed, although it may limit the practice’s ability to investigate details or provide a personal response.
If you wish to pursue the matter further, you can contact the Health Care Complaints Commission in New South Wales or the Australian Health Practitioner Regulation Agency, which oversees registered health practitioners.
For further information about this policy or to raise a concern, please contact Dr Mistry Specialist Plastic Surgeon at the Charlestown Healthcare Hub, Suite 312, Level 3, 99 Pacific Highway, Charlestown NSW 2290. Patients from Charlestown, Newcastle, Lake Macquarie, and the Hunter region can reach the practice by phone on (02) 4062 7888 or email admin@drmistry.com.au. If preferred, you may also contact:
The Health Care Complaints Commission NSW
Address: Level 12/323 Castlereagh St, Haymarket NSW 2000
Phone: (02) 9219 7444
OR
Australian Health Practitioner Regulation Agency
Address: Level 12/323 Castlereagh St, Haymarket NSW 2000
Phone: (02) 9219 7444
for independent complaint pathways.
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Please Note: Information provided on Dr Mistry’s website is provided as a basic guide, it does not constitute a diagnosis and should not be taken as medical advice. Any surgical or invasive procedure carries risks.
“I care because it’s my job as a surgeon, as a plastic surgeon, to do the appropriate thing and to give you a good outcome. I want to leave knowing that I can tell a patient, hand on heart, that I did the very best I could and that I looked after them, so when I see them post op later that day or the next morning, that they feel they were in good hands.”
– Dr Yezdi Mistry
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