A copy of the organisation’s Complaints Policy is available on request.
The MedExpress complaints process has three stages designed to resolve concerns fairly and efficiently.
Stage 1 – Local resolution
Your complaint will be acknowledged in writing within 3 working days (excluding weekends and bank holidays), unless a full reply can be sent within 5 working days.
Where a complaint is made on behalf of another person and consent is required, we will contact the patient to obtain appropriate authorisation.
An Investigation Lead will be allocated to review and manage the complaint. They will contact you to:
Agree who will receive the response
Discuss your preferred communication method
Establish any special requirements
Confirm the issues to be investigated
Provide their contact details
Our investigation aims to:
Apologise where we have got something wrong
Keep the complainant at the centre of the process
Provide clear and honest explanations
Conduct a proportionate investigation
Put things right where possible
Identify learning to support quality improvement
You will usually receive a full written response within 20 working days of the complaint being received.
If this timeframe cannot be met, we will explain the delay and provide a response within 5 working days of the investigation concluding.
If you are not satisfied, you may request a complaint review within 6 months.
Stage 2 – Complaint review
If you request a review, a senior member of MedExpress or Dermatica will independently review the complaint and investigation.
Your request will be acknowledged within 3 working days, unless a full reply can be sent within 5 working days.
You may be offered a confidential meeting as part of the review.
You will usually receive a full written response within 20 working days of the review request.
If you remain dissatisfied, you may request Independent External Adjudication within 6 months.
Stage 3 – Independent external adjudication
If you remain dissatisfied after Stage 2, you have the right to request an independent external adjudication.
For private patients, this is handled by the Independent Healthcare Sector Adjudication Service (ISCAS), which is independent of MedExpress and its membership.
Key takeaway
The MedExpress complaints process has three stages: Local Resolution, Complaint Review, and Independent External Adjudication.
If you still need help after reviewing the information above, additional assistance is available.