1. Purpose

MDP Medical Ltd operates a digital healthcare platform that connects patients, independent clinicians and partner pharmacies.

We are committed to ensuring that anyone using our service, or interacting with us, can raise concerns or complaints easily and that these are handled fairly, promptly and transparently.

We use complaints as an opportunity to improve the quality, safety and effectiveness of our service.

2. Our Approach

We aim to:

• make it easy to raise a concern or complaint
• respond promptly and respectfully
• investigate concerns fairly and proportionately
• keep you informed throughout
• be open and honest where something has gone wrong
• learn from feedback and improve our service

You will not be treated unfairly for raising a concern or complaint.

3. What You Can Complain About

You can raise concerns or complaints about:

• clinical care provided through the platform
• prescribing decisions
• pharmacy dispensing or delivery
• communication or professional conduct
• platform functionality affecting your experience
• administrative processes

Clinicians and pharmacies are independent providers and remain responsible for the services they deliver. We will coordinate complaints and work with them where appropriate.

4. How to Make a Complaint

You can raise a complaint in the following ways:

Email
support@mydoctorsprescription.com

Contact form
https://www.mydoctorsprescription.com/contact

By post
Registered Manager
MDP Medical Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ

You can also raise concerns through the platform support system if you have an account.

We accept complaints:

• in writing or verbally
• from patients, carers or representatives

We will provide support where needed, including reasonable adjustments or accessible formats.

5. What Happens Next

Acknowledgement
We will normally acknowledge your complaint within 2 working days.

Investigation
We will review the information and, where appropriate, involve the relevant clinician or pharmacy.

Response
We aim to provide a full response within 20 working days.
If this takes longer, we will keep you updated.

Our response will include:

• what we found
• what actions have been taken
• an explanation and apology where appropriate
• next steps if you remain dissatisfied

6. Escalation

If you are not satisfied with our response, you may raise your concerns with relevant organisations, including:

General Medical Council (GMC)
https://www.gmc-uk.org

General Pharmaceutical Council (GPhC)
https://www.pharmacyregulation.org

Care Quality Commission (CQC)
https://www.cqc.org.uk

The CQC does not investigate individual complaints but uses feedback to monitor services.

7. Safeguarding

If a complaint raises concerns about safety, abuse or neglect, we will take appropriate action, which may include referral to safeguarding authorities.

8. Learning and Improvement

We record and review complaints to:

• identify patterns or recurring issues
• improve systems and processes
• enhance safety and service quality

9. Accessibility

We aim to ensure the complaints process is accessible to everyone.

We can provide information in alternative formats and support individuals with communication needs where required.

10. Contact

If you have any questions about this policy or wish to raise a concern:

• Email: support@mydoctorsprescription.com
• Contact form: https://www.mydoctorsprescription.com/contact

11. Updates

We may update this policy from time to time. The latest version will always be available on our website.