Compliments and Complaints

Verbal Complaints: If you wish to speak to someone about the Harmon online healthcare service, please speak to a member of staff as soon as possible, preferably during, or very soon after, your online consultation. You will be invited to put your concerns in writing and every effort will be made to resolve your complaint as quickly as possible.

Written Complaints: All written complaints should be emailed to the Practice Manager at hello@joinharmon.com. Please describe as fully as you can the nature of your complaint stating:

• what you are unhappy about;
• when the incident took place;
• which staff were present at the time.

Your complaint will be acknowledged within 3 working days. A full investigation will be will carried out and we will contact you in order to discuss and resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If for any reason a full response cannot be given within 20 working days of receiving your complaint, we will write to you to explain the reason for the delay. You will then receive a written response within 5 working days of a conclusion being reached.

Escalating your complaint to the Independent Doctors Federation (IDF)

If you remain unhappy after Harmon has responded to your complaint, you may escalate your complaint to the IDF to access an independent complaints adjudication procedure.

Independent Doctors Federation (IDF) Address: Lettsom House, 11 Chandos Street Marylebone London W1G 9EB Tel: 0203 696 4080 Email: info@idf.uk.net

Please be assured that Harmon will deal with all complaints confidentially and following investigation, will consider making changes to improve our online healthcare service.