Complaint Resolution Hub
Get in touch, and we’ll assist you as soon as possible
We are committed to delivering safe and accessible care. We will always do what we can to ensure that your experience with Psychiatry UK is positive. If we fall short, we hope to resolve your concerns quickly.
Finding a quick resolution
Before making a formal complaint, you may find we’ve addressed your concerns already in the information provided below.
We apologise that we are unable to give you an appointment date when we receive your referral. Our wait times are affected by many varying factors, which make it difficult to accurately predict how quickly patients will move through our wait lists. Our current estimated wait times are updated monthly, so you can check on these here.
We understand how difficult it is to be on a wait list for treatment, particularly if your symptoms affect your quality of life. Please be assured that we are continually working to improve accessibility to our service through ongoing recruitment and the introduction of technology to speed up our processes.
Please complete your patient checklist as soon as possible to avoid any delays in your care. When you reach the top of our wait list, you will receive an email, SMS and portal note containing a link to book your appointment.
You can keep up to date with our current estimated wait times for titration here. This wait time may be affected by the nationwide shortage of ADHD medication.
When you are approaching the top of the titration wait list, we will contact you via the portal. Please keep an eye on your portal notifications to make sure you do not miss the notification, or we will be unable to allocate you a prescriber and move you forward to start titration. Thank you for your patience.
Please be assured we are working as quickly as we can behind the scenes to see all of our patients in a timely manner without compromising the quality of our care. We are working hard to hire an increased number of titrating prescribers to further reduce the wait time for individual patients.
Unfortunately, our customer service team is unable to give any additional information via our telephone support line or webchat.
If your complaint is about medication shortages, please download this update for the latest advice.
The shortage in ADHD medication has been caused by a combination of factors – all of which are unfortunately out of our control. Manufacturing issues and an increase in global demand have put a strain on global stockpiles, and every prescriber has had to issue warnings about shortages.
Where possible, we will try to prescribe medications which are less affected by these delays. Unfortunately, this won’t be possible for every patient.
Our discharge procedure has been carefully drafted by medical professionals.
Because we are a telepsychiatry (online) service, we are required to adhere to very clear discharge procedures to ensure we are only delivering the best possible care.
This may mean that we are unable to offer care in cases where we have determined that patients are unsuitable for telepsychiatry, where patients fail to engage when we send out communications or fail to complete necessary medical forms within given timeframes etc. This may be because you struggle to keep in touch with us via our online methods, would benefit much more from a face-to-face clinician, or because we cannot offer the level of care which your condition needs.
We understand that receiving a discharge notice can be disappointing. Please rest assured that this decision has been taken with your wellbeing in mind.
As an NHS contractor, we must also follow their rules. This means that sometimes, patients can ‘time out’ of our services after a length of time with no contact, or become disqualified if they move away. We understand that this can be frustrating, especially in cases where you have been on a wait list for a significant time. Unfortunately, we are unable to edit this NHS policy.
If you still want to make a complaint
We’re sorry we’ve been unable to resolve your concerns. Please complete our complaints form, and we will investigate.
What happens after I make a complaint?
When you make a complaint, we’ll ask for your contact details. This is so we can keep you up to date with our investigation.
We will make every effort to resolve the complaint to your satisfaction.
- If we are in the wrong, we will apologise to you.
- If the subject of your complaint is related to the professional standards or behaviour of one of our Clinicians, and we are unable to satisfy you that we have dealt with it appropriately, you can report your concerns to the General Medical Council.
Our Terms are governed by English law. This means that any dispute or claim will be governed by English law, and the courts in England and Wales will have exclusive jurisdiction over it.
Our complaints policy
Our full complaints policy can be found here.