Patient Advocacy & Feedback Policy
Patient Complaints & Resolution Policy
NextDoorClinic is committed to providing an exceptional healthcare experience. If your care or booking experience falls below expectations, we operate a transparent, fair, and thorough 3-stage complaint resolution process.
SLA: 24h Initial Response•Policy: NHS Compliant Complaints Protocol
Our 3-Stage Resolution Framework
We investigate all complaints impartially, ensuring lessons learned lead to continuous service improvement.
Stage 01
Local Resolution
Acknowledged within 24 hours
Submit your complaint to our Patient Advocacy Desk at complaints@nextdoorclinic.com. Our clinical operations team will acknowledge your report within 24 hours and liaise with the consulting pharmacy/clinic to achieve immediate resolution.
Stage 02
Formal Investigation
Full report in 10 business days
If Stage 1 does not resolve your concern, your case is escalated to our Head of Clinical Governance. A full investigation into clinical records, booking timelines, and staff consultations is conducted, culminating in a detailed written outcome report within 10 business days.
Stage 03
External Escalation
Independent Regulatory Bodies
If you remain dissatisfied following our formal response, you have the right to escalate your complaint to independent healthcare ombudsman bodies:
- Parliamentary and Health Service Ombudsman (PHSO): www.ombudsman.org.uk
- General Pharmaceutical Council (GPhC Concerns Desk): www.pharmacyregulation.org
- Care Quality Commission (CQC): www.cqc.org.uk
Submit a Complaint or Feedback
Please email complaints@nextdoorclinic.com with your appointment reference code, pharmacy name, and a summary of your concern. Our Patient Advocacy team will assist you immediately.