All complaints will be addressed promptly by the appropriate department once they have confirmed receipt of the written or verbal complaint either from the admin team or the complainant directly.
In cases where the complainant is not a patient of ours, written consent must be provided by the patient to their designated representative.
We will strive to resolve complaints before they escalate to a formal stage. If a satisfactory resolution is reached at a local level, formal complaint procedures may not be necessary.
To register a formal complaint or any other concerns, please send an email to contact@onlinepsychiatry.uk.
Upon receiving a formal complaint, Dr. Teresa Gomez Alemany, the Registered Manager, will:
- Send a written acknowledgment within three working days, along with a brief overview of the process and expected response time.
- Forward a copy of the complaint to the relevant director or service lead for guidance on the best approach to address the complaint, such as through a meeting, phone call, investigation, or formal letter.
- Request a report from the director or service lead on the issues raised by the complainant
- After receiving guidance from the department, send a letter to the complainant on behalf of Online Psychiatry UK offering a meeting or phone call with relevant staff or confirming that a formal investigation is underway (including the anticipated response time)
- Document the complaint details in Online Psychiatry UK’ complaints register
- Inform the Board of Directors about any complaints that may have legal implications.