Complaints Policy

We welcome feedback and treat every complaint as an opportunity to improve. We have an accessible, fair and transparent system for receiving, handling and responding to complaints, in line with CQC Regulation 16 and the equivalent RQIA standards for providers operating in Northern Ireland.

You can complain verbally or in writing. Complaints can be made by:

• Email: help@medtome.co.uk
• Through the in-app help section
• Verbally to any member of staff or clinician, who will record it on your behalf

We will support you to make a complaint, including through advocates or interpreter services where needed. Anonymous complaints are investigated as far as possible.

We will acknowledge your complaint within three working days. A suitable person will investigate the matter thoroughly and without delay. You will receive a full written response, including the findings, any action taken, and any changes made, within the relevant statutory timeframe. Where a notifiable safety incident is involved, we will act in accordance with our Duty of Candour obligations.

We aim to resolve most complaints within 28 days. Where an investigation takes longer, we will keep you informed of progress and the reasons for any delay.

If you remain dissatisfied with our response, you may escalate your complaint to:

• Care Quality Commission (England) at cqc.org.uk, or by calling 03000 616161.
• The Regulation and Quality Improvement Authority (RQIA) (Northern Ireland) at rqia.org.uk.
• Parliamentary and Health Service Ombudsman (PHSO) at ombudsman.org.uk, where you have exhausted our process.
• The relevant professional regulator (GMC, NMC or HCPC) regarding an individual clinician.

All complaints are recorded with their outcome and actions taken. We monitor complaints over time to identify trends and areas of risk, and feed learning back into clinical governance. A summary of complaints is provided to the CQC or RQIA on request.

Your care will never be affected by making a complaint. We treat all complainants fairly and without discrimination.

To make a complaint or discuss one, contact help@medtome.co.uk.