Complaints Policy

­­­Policy Name: Compliment & Complaint

Module: Operations

Information for Patients

The dr4menopause is committed to providing a high-quality , online healthcare service. There may be occasions when patients may wish to complain about some aspects of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we will kindly ask that you bring this to our attention as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.


Firstly, we would like to reassure you that we take any complaint very seriously and we would like to inform you
• your comments and feedback are listened to and acted on effectively and used to improve
our service where possible,
• you will not be discriminated against for raising a complaint.
Our complaints policy

complies with the Heath and Safety Act 2008.

Verbal Complaints

If you wish to speak to someone about an aspect of dr4menopause, that you have been unhappy with, please contact us via the email address dr4menopause@proton.me. You will be contacted in 24 hours by phone and every effort will be made to investigate your complaint and resolve your compliant within 3 working days. All complaints are recorded and acted upon.

Written Complaints

If you wish to write a written complaint, this can be emailed to dr4menopause@proton.me
Please describe as fully as you can the nature of your complaint stating:

  • what you are unhappy about
  • when the incident took place.
  • How you would like us to resolve the issue.

Your complaint will be acknowledged in writing within 24 hours . A full investigation will be carried out and we will contact you in order to discuss and resolve the issue/s. You will receive a full written response within 3 working days of the complaint being received. If a full response cannot be given within3 working days, we will write to you to explain the reason for the delay. You will receive a full written response within 5 days of a conclusion being reached.

When we consider a complaint, we shall aim to:

• Find out what happened and what went wrong
• Make it possible for the complainant to discuss the problem with those concerned
• Make sure the complainant receives an apology where appropriate
• Identify what we can do to make sure the problem doesn’t happen again

In all cases we try to try to resolve the complaint to the patient’s satisfaction, however, if you feel dissatisfied at the response you can request that the complaint is reviewed again to see if there is any further resolution that can be offered.

Ask the Local Government & Social Care Ombudsman to investigate the matter on your behalf. The ombudsman will investigate cases of maladministration. It cannot look into the decision made by us, but can look into the way in which a decision was reached. This service is free of charge and is available to customers who fund their own care as well as customers who receive funding from their local authority.

Payments and refunds

In some cases, it may be appropriate to waive fees or offer a refund. This must be authorised by the Doctor. If a complainant indicates their intent to start litigation, then a compensation payment is not appropriate. As part of good medical practice we keep a complaints register which we review in guidance with good medical practice annually.

Complaints Register

A register will be kept of complaints containing the following information:

(a) Date of complaint

(b) Name of complainant
(c) Nature of complaint and details of staff involved
(d) Action taken to investigate the complaint
(e) Outcome and action taken as a result of the complaint
(f) Date of full response to complainant The register shall be kept for 5 years from the date of the last entry. Records of Complaints All correspondence relating to a complaint will be kept for 5 years. A register will be kept of all complaints including appropriate details, including outcome.