UK-wide medication shortage view updates >>>

Complaint Policy

Last updated: 23 June 2023

 Introduction 

This document outlines our commitment to handling complaints about our service. It explains how we manage received complaints, but also provides information on how we respond to received complaints and how we learn from them. All received complaints are treated seriously and we make every effort to ensure that complaints made by patients and / or their relatives or carers are investigated in an appropriate manner. The main points that have been considered when creating the ADHD Direct Complaints Policy are for the complainant to know and be aware of the following:  

1. How to complain. 

That the complaint will be treated seriously. 
That their complaint will be investigated and that the results of any investigation will be shared with them

Aim

ADHD Direct is committed to providing the highest level of care and support for patients and service users. It is our aim to ensure that all service users are aware that they can provide feedback relative to our service as well as complain should their opinion be that our service is not satisfying their expectations.  

When dealing with complaints, it is our aim to follow the values outlined by the Patients Association:  

Compassion: we treat patients, their families and carers with respect, sympathy and understanding  
Inclusiveness: we work to fulfil our mission equitably and for the benefit of all, guarding against discrimination and disadvantage 
Empowerment: we support patients, their families and carers to take action on their own wellbeing and wider decision-making 
Ambition: we aim to deliver our mission to the highest standards.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of ADHD Direct Ltd, including administration, staff, processes and procedures, and treatment, which leads to the service’s failure to meet the individual’s expectations.  

Who can make a complaint?

Anyone who feels adversely affected by ADHD Direct’s activity can make a complaint. In addition, in cases when a patient is a child, has mental ill health or physical disability, or for any other reason that means they are incapacitated, then their next of kin, legal guardian or power of attorney can act on their behalf when making a complaint.  

How to complain?

A complaint can be made by:  

Telephone: 0141 280 9201  
Email: enquiries@adhddirect.co.uk

Post: ADHD Direct Ltd, Studio 16, Flemington House, 110 Flemington Street, Glasgow, G21 4BF
Contacting Healthcare Improvement Scotland.

Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant. Contact details are: 

Healthcare Improvement Scotland, Independent Healthcare Team, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342 (10am-2pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot

Timescales for making a complaint 

A complaint must be made within 12 months from the date of the action that concerns the complaint. 

ADHD Direct Complaint process  

ADHD Direct will acknowledge the complaint within three working days after the complaint has been received. If the complainant has made a verbal complain, a written statement will be given to the complainant who will be asked to confirm that given statement represents issues that they wish to lodge. The complainant will be kept up to date with the progress of the investigation that will take no more than 20 working days after which ADHD Direct will present a formal response to the complainant providing results of the investigation.  

Confidentiality  

We will handle all complaints with confidence and in accordance with the ADHD Direct Confidentiality Policy. All complaints will be kept separate from patients’ medical records. The complaint investigation will be dealt with only by managers and ADHD Direct staff leading the complaint procedure.  

Resolving complaints  

Our commitment to those who raise complaints is to address each complaint in a sensitive, fair, transparent, equitable, professional, and unbiased manner throughout the complaints handling process.  

Complaints Review  

If whenever ADHD Direct receives a complaint, at the end of the process of investigation and regardless of outcome, it would be our aim to undertake an internal review of the complaint to take learning points onboard and help prevent future complaints.

Registered with and regulated by:

Our practitioners are registered with the following organisations and are fully accredited in their selected field. For more information on accreditation get in touch with us today.

Awards:

ADHD Serivce of the Year 2023/24

‘Revolutionising how individuals access vital services for ADHD and autism, ADHD Direct specialises in virtual and in-person ADHD assessments, consultations, and treatment plans from its Glasgow base. With a dedicated team of clinical experts boasting more than 30 years of combined experience, the company delivers a range of patient-centred services as a whole-of-life plan, including diagnosis, screenings, coaching and medicine prescriptions. The judges were impressed by the team’s first-class services, which are rooted in empowering individuals to unlock their true potential by sustaining future goal pathways. With ADHD now widely misdiagnosed and under-diagnosed, the team has become a lifeline, providing timely and comprehensive solutions for those who have previously faced inadequate support.’

ADHD Direct are a Disability Confident employer, ensuring that disabled people have the opportunities to fulfil their potential, and supporting their journey to realise their aspirations:

As a Disability Confident Committed Employer we have committed to:

// ensure our recruitment process is inclusive and accessible // communicating and promoting vacancies // offering an interview to disabled people who meet the minimum criteria for the job // anticipating and providing reasonable adjustments as required // supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work // at least one activity that will make a difference for disabled people
Find out more about Disability Confident at: www.gov.uk/disability-confident

As a Disability Confident Employer we:

// have undertaken and successfully completed the Disability Confident self-assessment // are taking all of the core actions to be a Disability Confident employer // are offering at least one activity to get the right people for our business // and at least one activity to keep and develop our people.

Find out more about Disability Confident at: www.gov.uk/disability-confident

ADHD Direct is an Living Wage Employer

At ADHD Direct, we’ve committed to being a Living Wage accredited employer, ensuring that all our employed staff aged 18 and over receive at least the real Living Wage (£12 per hour). We’re dedicated to fair compensation, extending this commitment to contracted workers as well.

Learn more about Living Wage: https://www.livingwage.org.uk/

INsurance companies we work with:

Companies we work with:

Patient Reviews

Don't Just Take Our Word For It

“As a parent, I wasn’t prepared to wait 2 years to get my child the help they needed, so I started looking for alternative assessment routes. ADHD Direct exceeded all expectations. From the first appointment, the service was professional and child-friendly and ultimately they provided us with life-changing answers and support.”

AnonymousADHD Assessment

“There is a group of special people who work here. When I first approached ADHD Direct I already had a diagnosis from another clinic. I even had concerns about something for a phone call etc to reassure me. ADHD Direct, your guys have made my journey so easy. Thank you”

AlistairADHD Assessment

"I never thought of myself as having ADHD because I wasn't one of those kids who was constantly running around. I just assumed I was lazy and unfocused, and that I didn't try hard enough to concentrate on the important things." ADHD Direct led me to realise that not only was there an explanation for why I "worked" differently from others, but also that there were better options than just trying to scold myself into being neurotypical. I'm still "me", but now for eight hours a day I get to be the version of me that prioritises and accomplishes the stuff that needs done without it feeling like a huge chore. ADHD Direct are professional, understanding, experienced and friendly, and I have recommended them to more than one person I know.

AlanADHD Assessment

"When I reached out to ADHD Direct my life was at a low. Decades of feeling trapped on an adrenaline-fuelled roller coaster had left me burnt out; held hostage by a catalogue of erratic and impulsive behaviours with little consistency or stability, impacting my health, relationships and work life negatively. ADHD Direct provided professional support, guidance and a thorough screening process leading to a formal ADHD diagnosis. Recognising these behaviours weren't character flaws but very real symptoms of a medical condition that could be effectively managed was life-changing. With the ongoing support of the fantastic team and a bespoke treatment plan, my life has improved beyond anything I could have dared dream since diagnosis. My huge thanks to the team for their care, sensitivity and support."

Anonymous PatientADHD Assessment

"The clinician was very thorough with explaining everything in detail about the assessment. Very understanding and clear in her treatment plan. Due to lack of services and scrutiny within the NHS, there was no judgement, no waiting long periods of time, just excellent patient focus and making families feel welcomed and finally having the answers. Highly recommend ADHD direct."

Anonymous patientADHD Assessment

"I would like you to know that I think you are the most professional, thorough, and caring team and Gordon’s knowledge of ADHD is second to none. I know how vigorously you tested my child and I 100% would not hesitate to recommend you to anyone and indeed have done in the past. Since you diagnosed my child almost two years ago now with ADHD his life has improved immeasurably, and I cannot thank Gordon enough for this. We will be forever grateful."

AmandaADHD Assessment

"My experience with you over the last year has been excellent and I feel that you have handled my case with exceptional professionalism. The diagnostic process was extremely thorough from beginning to end and your approach to treatment, prescribing medication and reviewing my progress has been consistently cautious and responsible."

BenADHD Assessment

"I was diagnosed with you just over a year ago. I just wanted to email and say thank you. Thank you for changing my life for the better. During my time as a patient at ADHD Direct, I felt fully supported (definitely more than I currently do under NHS care). The staff have always been so friendly and supportive. The team at ADHD Direct change lives and I don't know how I would have managed without your support."

Kelsey ADHD Assessment

"I just want to thank you and all of the team at ADHD Direct for all of your support and input over this past year. It has honestly been life-changing for my child and we are eternally grateful for your help and advice."

FionaADHD Assessment

"I have very much appreciated your help and support during this process. I think I have already told you, but the diagnosis and benefits of the medication have been life-changing for me and my family. This would not have been possible without your expert knowledge of ADHD and associated behaviours."

AnonymousADHD Assessment

"I was struck by your compassionate and empathetic approach for which I am very grateful."

AlastairADHD Assessment

"The support your organisation has provided me has been life-changing."

AnonymousADHD Assessment

"I highly recommend this service to anyone concerned about ADHD. It's made such a difference to my life already to have this diagnosis confirmed. If my appointment had concluded with the answer that I haven't been living with ADHD then I would feel fully comfortable accepting that as the knowledge and competence of the team and the thorough process throughout would make it clear that every factor had been considered. It an outstanding service that I am grateful for. Thanks again :)"

Anonymous Patient

Book an Appointment

Use our booking system to book & pay for your appointment.

Subscribe to our newsletter to receive the latest news & information directly in your email inbox.

Important notice

Unfortunately – due to a Viral Infection that has swept through our service most of our staff are either unwell or off work incapacitated by illness.

As such there may be a delay in responding to emails and actioning enquiries.

Our apologies and thank you for your patience.

Complaint Policy

Registered with and regulated by:

Awards:

INsurance companies we work with:

Companies we work with:

Patient Reviews

Don't Just Take Our Word For It

Book an Appointment

Newsletter

Services

Resources

Important notice