Feedback and Complaints
Thank you so much for choosing Dr.Derme. We pride ourselves on exceptional care and transparency. We’re sorry to hear we haven’t met your expectations on this occasion.
Out of Hours
Even with our gold-standard aftercare, we may not be able to respond out-of-hours. For any emergency or urgent health concerns please call 111, visit your nearest A&E, or call 999 in a life-threatening situation.
WhatsApp Support
For the fastest response, please contact us on WhatsApp. This allows you to send clear photos so our clinicians can review your concern promptly and guide you on the next steps.
Complaints
To share your feedback or complaint, please complete the form below. Please include as much detail as possible and attach clear photos to highlight your concerns. We’d be grateful for the opportunity to address your concerns and support you moving forward.
Making a Complaint With Support
If you would prefer a family member, friend, or advocate to submit a complaint on your behalf, they may do so. However, we cannot share any clinical or confidential information with a third party without your explicit permission. To discuss or provide such information, we require a signed and dated letter of consent. A member of our team can guide you on how to provide this.
What Happens Next
- You will receive an acknowledgement of your complaint via email. Please check your junk folder and mark it as not junk.
- This may include a call from a member of staff to clarify the details of your concerns.
- We aim to provide a full written response within 21 working days. During this time, we will carry out an internal review to understand what has happened and whether any action that can be taken to put things right.
- If we are unable to complete our investigation within that timeframe, we will keep you updated on its status and provide a new timeline for completion.
- Identify whether any procedural or service improvements are appropriate.
Getting Further Help
Our internal complaints procedure is designed to ensure your concerns are reviewed thoroughly and in line with regulatory standards. Using this process allows us to fully understand the issues raised and consider whether any service improvements may be appropriate. If you require further support or clarification at any stage, we will guide you through the next steps.