Mr David Cheung committed to improving services by listening to you. I treat many patients each year and my aim is to offer a caring and efficient service to all my patients and visitors. I welcome and value your comments, suggestions, concerns and complaints as they help us to continuously improve the quality of the service we provide. Letting me know what you think will not affect your care in any way.
I make every effort to offer the best patient care I can. However there may be times when your expectations are not met. On such occasions my aim is to give a full and prompt response to any complaint made.
The best and quickest way of getting something sorted out is to raise it at the time, or if not possible as soon as possible, with a member of staff preferably the manager or secretary verbally or by emailing:
Please make sure your email title says ‘COMPLAINT’.
Once you have made a complaint we will acknowledge safe receipt as soon as possible and within three working days. If you have not received an acknowledgment by then, please do call so that we can work together to make sure your complaint arrives safely. Once I receive your complaint I will keep the correspondence on a confidential file separate from your medical records. I will review your medical and any other relevant records, carry out any investigations that may be necessary. If I need any clarification or information from you then we will endeavour to seek it as soon as possible. Wherever possible I will respond substantively to your complaint within 14 calendar days of the complaint. If for any reason it is not possible to respond within that timeframe, then within that 14 days I will write to you with an update and to provide an estimated date for the response.
If you have a complaint about aspects of your care that I were not responsible for, then it may be necessary for you to raise those with another entity, such as a private hospital, as I will not be able to respond to complaints on their behalf. If it seems that any aspect of your complaint should be redirected to someone else to consider, we will let you know as soon as practicable.
You can ask a friend or family member to make the complaint on your behalf. You will need to sign an authority, which will allow us to speak to them and respond to them as we value your rights of confidentiality.
We do wish to point out that if you state that it is your intention to seek legal advice we will continue to deal with your complaint. If however you have made a legal claim and that includes presenting the basis of a claim pre-issue any part of your complaint that relates to the claim will not be considered. Any remaining part of your complaint will proceed.
My aim is to work with you until you are satisfied that we have answered your complaint fully and honestly.
Here is a small selection of patient testimonials kindly offered by some of Mr Cheung’s previous and current patients, which give some insight into what to expect. All the patients involved have kindly given their consent to the publication on this website. To protect patient confidentiality, any identifying elements have been removed.
"As a senior nurse, I was very discerning in my choice of surgeon , and undertook significant research before deciding to have surgery. I am delighted that I chose David Cheung. From my very first email enquiry, through to discharge, David's communication was excellent. He gave me full explanations and information. My initial consultation was friendly and thorough and by the end I felt fully informed about what to expect, I had ample opportunity to ask questions and was very involved in agreeing with David the outcome we were planning to achieve. The actual surgical experience was positive and I only experienced minimal discomfort. I am delighted with the result of the surgery which has achieved the outcome David and I agreed resulting in a more youthful but natural look."
Dame Catherine Elcoat DBE
“ Dear David, I just wanted to thank you for your extreme dedication and professionalism in coming in specially to perform expert restorative surgery on this young girl on Tuesday morning. I saw her post-op yesterday and the difference compared to pre-op was remarkable and I’m sure will make a huge difference to her in the future. The mother and the girl herself are immensely grateful for your expertise and recognise the vast improvement they can already see…."
Mr JS Barry, Consultant Ophthalmologist, Dudley Group of Hospitals NHS Trust.
" Dear David, we just wanted to say that we are incredibly happy with the final result following our surgery. It has given us so much confidence and has really made such a difference to our lives. We would have loved to see you again but hope you'll understand that we'd rather just send a selfie. Either way they look amazing and we are just so happy with them. Thank you so much for taking the time with us, making sure we were always in the loop and your intricate surgical skills. Thanks so much…."
Miss CC and SC, Glasgow. Surgery performed: Double eyelid surgery/ Oriental Blepharoplasty with medial epicanthoplasty under local anaesthetic at the BMI Edgbaston Hospital.
“ Dear Mr Cheung, Oh what a surprise! How absolutely amazing-I am sitting on cloud 9-admiring myself! On the way home last Wednesday my great friend informed me that I looked like a panda, but she did at least buy me a big bag of frozen peas on the way! I was a little anxious at the thought of looking in a mirror but anticipation too over from fear! What I saw in the mirror was absolutely incredible. I was looking at a person whom I knew very well, but had not seen for many years. This was an absolutely amazing experience. My friends and I all agree. We are absolutely thrilled with the results of my meeting with you and your surgery. We can hardly believe what we are seeing! And now I don’t know how to thank you- for words aren’t adequate. But I will say, “Thank you, thank you, thank you!”-again and again for I am over the moon! I am thrilled beyond words and am looking forward to seeing you again to say “Thank You!’”
Dr JB (retired consultant anaesthetist, Worcestershire). Surgery performed: Combined bilateral upper eyelid ptosis correction with blepharoplasty under local anaesthetic at the West Midlands Hospital, Halesowen
”Dear Sir, thank you very much indeed for the surgery you performed on me, although it was it was recommend to improve comfort it has, how can I put it, benefitted my vision…I believe that the the eyelashes were scratching the lens so following the surgery when this scratching ceased the lens allowed what sight I still have to work better. Before the operation to my right lower lid, I was down to just the left eye for clarity and that is without significant peripheral vision; the right eye was just shapes and colour- in many circumstances the right eye was detracting from the vision in the left eye and often I found it better to cover my right eye. Since the operation I can see again in my right eye. At 60 years old, my GP had told me that I would eventually go blind. Last week though my wife and I went to the photography show at the NEC and I bought a new digital camera. With the wonders of this new technology I can see the results on my new television. For the first time in a long time, I felt confident enough in the future and with my vision to buy this new camera. For the first time in a long time I have felt optimistic enough to buy something like this. Thank you so much. At the age of 87, I am living for the now and the near future, not morosely managing decline. The world is full of people who complain but few notice the good things such as your exceptional service provided…”
Mr GR. Surgery performed: Right lower lid entropion correction at the Russells Hall Hospital, Dudley
" ..Dear Paula Clark, in today’s society people are very quick at making complaints but don’t voice gratitude and acknowledge outstanding professional care. Hence the following letter: I had the privilege of being referred to Mr Cheung a few years ago following the removal of an acoustic neuroma in 1999. I have had continued problems with my left eye since that date. Although it has not probable that I have been his greatest challenge, for me it is a significant irritation when dealing with all of my other medical conditions. I feel it important to mention from the beginning I had an emergency operation in Manchester, which left me with great anxieties re: any further treatment with my eyes. I cannot state this strongly enough. My first meeting with Mr Cheung was amazing. For the very first time in many years, I met a friendly professional who LISTENED. He took my history and talked to me about my concerns and issues that arose. He remained very professional throughout examinations and explained at a level of communication that suited me, exactly what he was doing and talked to me throughout. I don’t feel he understands exactly how good he is with using his holistic skills in communication. He is open and easy to communicate with, which immediately builds a trust between patient and professional. This in turn allows a patient to build confidence and trust. He is open and transparent in his working methods, which again builds trust. I have never felt excluded from my treatment, which I have felt so many times before, which promotes a sense of mistrust. He is a shining example to so many other staff in how to relate to patients and equally I’ve seen him communicate with other professionals and teach students in such a professional and dignified manner. (I hope the students realise how privileged they are.) He is very calming and will explain at a level suitable to the recipient about what is going to happen. Mr Cheung will give useful handouts thus allowing you to take the resources home to enforce all the verbal information given in appointments. His skills in theatre again are professional, calming and promotional to a patient’s holistic needs being met. As previously stated my mistrust with any procedures was a hurdle for me to overcome beyond belief. My first meeting with Mr Cheung restored my trust and allowed me to receive treatment with confidence in his capable professional care. Obviously patients talk in waiting rooms and I can honestly say I have never heard anything but positive feedback. He treats everyone with respect, his friendly persona and open, transparent method of working builds trust.... Please pass on my thanks to Mr Cheung. I hope he is as valued by the health authority as he is valued by the patients he treats….."
Miss SD. Letter to Chief Executive of Dudley Group of Hospitals NHS Trust
Probably about 70% of Mr Cheung’s patients live outside the West Midlands area. Indeed about 20% live abroad.
Mr Cheung often sees patients with quite complex eyelid problems e.g. patients requesting revisional eyelid surgery, patients wanting bespoke cosmetic eyelid surgery. Thus many patients come quite a distance to see him, rather than a general ophthalmologist or general plastic surgeon.
Mr Cheung normally runs regular clinics for consultation on:
Wednesday (8.30am-2.30pm) at the Edgbaston Eye Consultants clinic in central Birmingham. Telephone: 0121 456 3444
Thursday mornings (8.30am -12.00pm) at the West Midlands Hospital in Halesowen, B63 2AH and Stourside Hospital in Stourbridge DY8 1UX. Telephone: 01384 632607 and 07384 253011
Saturday mornings (8.30am - 12.30pm) at the Westbourne Centre in central Birmingham 0121 456 0880
Due to these hospitals partaking in the national NHS resilience scheme (where private hospitals have offered their services for usage by the NHS), unfortunately some of these clinics have had to temporarily close or reduce in frequency.
Most patients living outside Birmingham prefer to see Mr Cheung at one of the central Birmingham locations. These are all approximately 10mins by taxi from Birmingham New Street Train station and 45 minutes taxi from Birmingham International Airport.
Currently 30% of Mr Cheung’s patients are from London: many of whom commute for their morning appointments by train, to arrive back home just around lunchtime.
Patients attending for eyelid problems rarely need to have dilating drops instilled during their consultation and are therefore usually fine to drive.
Mr Cheung’s operating lists are usually in the morning. Patients commonly arrive for 7.45- 8am, undergo their surgery and are going home by lunchtime. Most patients are usually back home by mid afternoon.
Less commonly patients book a hotel nearby for the night before and night of the actual operation. This is usually for convenience’s sake so that the commute is less rushed but Mr Cheung is quite happy for patients to commute back and forth on the day of their surgery.
Local Anaesthetic Surgery
Most patients undergo their surgery under local anaesthetic due to its lower costs and convenience. Patients often commute by public transport or are driven to the hospital by friends or family. For some smaller procedures Mr Cheung is happy for the patient themselves to drive and attend accompanied.
Twilight Sedation Surgery
Patients can request for an anaesthetist at extra cost to be present during the operation to administer sedation. Following intravenous sedation though, patients may have slightly slower reactions and are therefore advised not to drive nor operate machinery for 24 hours afterwards. They should attend hospital for their operation accompanied by a friend or family and can commute by public transport or be driven by car.