Our Service Standards
Online GP Services Ltd t/as MyWebDoctor and GenderGP were set up to assist individuals with their medical needs.
We know we can’t please everyone all the time and our process isn’t always what people expect. But whatever the outcome of your enquiry, we hope you will be satisfied with the level of service we provide.
We know that, as in any organisation, things can sometimes go wrong. Please tell us if this happens, so that we can put things right and learn from any mistakes.
This page tells you about the service standards we aim to meet and what to do if you are unhappy with the service we have provided.
Our Contact With You
In all our contact with our patients we expect our staff to be polite, considerate and professional while maintaining compassion and discretion.
Many of the enquiries we receive are of a very personal nature and can be quite complex. However, we will always try to explain your options clearly, without using jargon. We will also ensure that you only receive medical advice from a fully qualified professional.
Some enquiries can take longer to move to the point of treatment, prescription or referral, dependent on the background and any tests or additional third party involvement required. We will always endeavour to respond to initial enquiries within 48 hours of receipt and keep to that timetable ongoing. However, where we hit a particularly busy period we will keep you up to date of any expected delays.
We aim to be accessible to everyone, whether you are fully computer literate or would prefer to converse by phone and post.
If you have other accessibility or practical needs, please let us know. We will try to help.
If You Are Unhappy About The Service We Have Provided
If you are unhappy with the process at anytime, tell the person handling your enquiry. If we cannot resolve the dispute informally to the satisfaction of both sides, it will be for one of our managers to make a decision on how to move forward.
Please also let us know if you are unhappy with the level of service we have provided – whatever the actual stage you get to in our process or with our service offering. For example, we want to hear if you think, in dealing with your enquiry, we have:
- treated you rudely or unfairly;
- failed to explain things properly; or
- caused unnecessary delays
We take complaints like this about our service very seriously. If we get things wrong, it’s important that you tell us, so we can try to put matters right. This also helps us improve our service in future for other patients.
What To Do If You Are Still Not Happy
Tell The Person Dealing With Your Case
The first step if you’re not happy is to tell the person dealing with your enquiry. Most of the time, they’ll be able to get things sorted for you straight away. You can do this by the contact form on this website, phone or email.
Tell The Clinic Manager
If you don’t feel the problem has been sorted out, the next step is to speak to Katie, the Clinic Manager. The Clinic Manager will look into your concerns – and let you know what they think.
The Case is Escalated to Dr Webberley
If the team manager isn’t able to sort things out, you can ask for your case to be escalated to Dr Webberley to look into your concerns. The doctor will respond to you as soon as possible, and within 3 working days. If they need more time, they’ll let you know and explain why.