Information for Patients


VideoDoc is committed to providing a high quality independent healthcare service to our patients.

We recognise that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of our Care Team or Clinical Staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.


Verbal Complaints

If you wish to speak to someone about an aspect of VideoDoc service, please try to do so as soon as possible, preferably as soon as after your appointment. Our Care Team will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.


Written Complaints

All written complaints should be addressed to Damian Kissane, Registered Manager at the VideoDoc, International House, 1-6 Yarmouth Place, Mayfair, London, W1J 7BU, England. Please describe as fully as you can the nature of your complaint stating the following information:

•  what you are unhappy about

•  when the incident took place

•  what staff were present at the time.

Your complaint will be acknowledged in writing within two (2) working days of receiving the letter, unless a full reply can be sent to you within five (5) working days.

We will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty (20) working days of the complaint being received.

If a full response cannot be given within twenty (20) working days of receiving your complaint, we will write to you to explain the reason for the delay and agree a further timescale. You will receive a full written response within five (5) days of a conclusion being reached.

You may also wish to contact us by email at


Care Quality Commission

In the UK, if you are still unhappy about the outcome of your complaint, you may wish to contact the Care Quality Commission, the organisation that regulates VideoDoc as an independent healthcare provider. The address is: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA (Tel: 03000 616161) Internet:

Please be assured that VideoDoc will deal with all complaints confidentially and following investigation, will consider making changes to the service to improve the services provided.