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Complaints Policy

Policy for Handling and Investigation of Complaints

Applies to: All staff, contractors and partner-platform personnel involved in delivering or supporting the Nectarine Medical 15-minute video-GP consultation service and its associated digital-prescription workflow.

1. Purpose

  • Provide a clear, fair and timely mechanism for receiving, recording, investigating and resolving complaints relating to Nectarine Medical's online-doctor service.
  • Enable service improvement through systematic review of feedback and root-cause analysis.
  • Ensure compliance with:
    • GMC "Good Medical Practice" (patient communication & duty of candour)
    • ISO 10002 (Customer-Satisfaction—Complaints-Handling) guidance
    • UK Data-Protection legislation (GDPR) & ICO expectations

2. Scope

Covers complaints about:

  • Quality or outcome of video consultation
  • Conduct, attitude or competence of clinicians or support staff
  • Prescription-issuing process via Nectarine Medical's UK-based independent prescribing partner
  • Booking, payment or platform-access issues experienced on a partner site (e.g. thegpservice.co.uk)
  • Marketing communications or data-privacy concerns

Excludes:

  • Requests for fit/sick notes or referral letters (not provided by this service)
  • Medication-pricing disputes (handled directly between patient and dispensing pharmacy)
  • Emergencies or safeguarding alerts (managed under separate Clinical Escalation Policy)

3. Definitions

Term Definition
Complaint Any written, verbal or electronic expression of dissatisfaction requiring a response.
Complainant Patient, authorised representative, pharmacy, or partner-platform user lodging the complaint.
Responsible Manager (RM) Nectarine Medical manager assigned to oversee complaint investigation.
Working Day Monday-Friday, excluding UK public holidays.

4. Principles

  • Accessibility – Simple channels: email, webform, chat or phone; information in plain language.
  • Transparency – Acknowledge receipt, explain process, give reference number.
  • Confidentiality – Handle data per GDPR; disclose findings only to relevant parties.
  • Impartiality – Investigations led by staff not directly involved in the event.
  • Timeliness – Target response times (see §6).
  • Learning-Culture – Use outcomes to improve systems and training; track via Corrective Action Log.

5. Responsibilities

Role Key Duties
Customer-Support Team Log complaint; issue acknowledgement within 2 working days; assign RM.
Responsible Manager (RM) Plan & conduct investigation, liaise with clinicians, prescribing partner and/or platform partner; draft written response.
Clinical Director Review all clinical-quality or professional-conduct findings; authorise remedial actions.
Data-Protection Officer Oversee complaints involving privacy or data security.
Quality & Compliance Lead Maintain complaints register; analyse trends; report to senior leadership quarterly.

6. Procedure & Timelines

Step Action Target Time
1. Receipt & Logging Capture complaint details, generate reference ID, classify (clinical / non-clinical / data-protection). Day 0
2. Acknowledgement Send written confirmation outlining next steps and expected timelines. ≤ 2 WD
3. Investigation Collect consultation notes, platform logs, payment records; interview staff; liaise with prescribing partner & platform provider. ≤ 10 WD*
4. Response Provide clear findings, apology where due, remedial actions, escalation options (see §7). ≤ 15 WD*
5. Close-out Update register; implement corrective actions; mark as closed when complainant confirms satisfaction or no further correspondence in 20 WD. —

*Complex cases (e.g., multiple providers, clinical negligence allegation) may require extensions; complainant is notified every 10 WD.

7. Escalation Path

Stage 1

Internal Review

Complainant dissatisfied with Stage 0 response may request review by Head of Customer Operations (submit within 20 WD). Decision issued ≤ 10 WD.

Stage 2

Independent External Review

If still unresolved, complainant may contact an independent reviewer mutually agreed (e.g., Independent Doctors Federation mediation service). Nectarine Medical cooperates fully and implements recommendations within agreed timeframe.

Regulatory Referral

Serious professional-conduct issues (fitness-to-practise) are escalated to the GMC. Data-privacy breaches are reported to the ICO within 72 h if required.

8. Record-Keeping & Data Retention

  • All complaint files stored in secure, access-controlled CRM and retained 6 years from closure.
  • Summary metrics (volume, category, resolution time) reported quarterly to Executive Team; anonymised trend data shared with partner platforms.

9. Confidentiality & Anonymity

  • Personal data processed under GDPR Article 6(1)(f) legitimate interest.
  • Complainants may request anonymity; investigations proceed using de-identified data where feasible.

10. Remedies & Corrective Actions

  • Apology, explanation and, where appropriate, consultation-fee refund or fee waiver.
  • Updated protocols, staff retraining, platform bug-fix or communication tweak logged in Corrective Action Log with owner and due date.

11. Training & Review

  • All new staff trained on this policy during onboarding; annual refresher required.
  • Policy reviewed annually or after significant regulatory change; revisions approved by Quality & Compliance Lead and Clinical Director.
Version: 1.0
Effective Date: 10 July 2025
Next Review: July 2026
Document Owner: Quality & Compliance Lead, Nectarine Medical

Contact Information

If you need to make a complaint about our online doctor consultation service, please contact us using one of the methods below:

Hours:
Monday-Friday, 9am-5pm GMT
Live Chat:
Available on partner platforms

Our Response Guarantee

We will acknowledge all complaints within 2 working days and provide a full response within 15 working days.