PATIENT’S GUIDE

About DOCTORnow

Doctor Now Limited (DOCTORnow) was established in 2003 by Dr Brian Mcgirr.

DOCTORnow is based at the following address: The Old Barn, Mulberry Court, Windsor End, Beaconsfield, Buckinghamshire, England HP9 2JJ. Its telephone number is 01494 410888 and its website address is

DOCTORnow is registered with the Regulation and Quality Improvement Authority (RQIA). Its ID is 12190.

The registered manager is Dr Brian McGirr, MBBS, GMC No. 3251201. The additional Medical Practitioner is Dr Richard Angwin, MBBS, GMC No. 2404981. Both Dr McGirr and Dr Angwin are actively working as Private GPs. They participate in practice review systems which meet GMC regulatory requirements and have full professional indemnity insurance.

is

DOCTORnow’s Services

DOCTORnow is registered as an Independent Medical Agency (IMA) in Northern Ireland.

DOCTORnow’s primary aims and objectives as an IMA are to provide the highest levels of clinical governance to enable pharmacists to issue and/or administer Prescription Only Medicines (POMs) to their customers.

In order to ensure the highest standards of clinical governance, DOCTORnow ensures that the following requirements are met by all pharmacists practicing under their Patient Group Direction:

  1. The pharmacist is trained to a high standard for the administration of the specific medication
  2. The consultation procedure and associated paperwork is appropriate
  3. Patients are given sufficient information regarding the medication administered, the service and DOCTORnow’s role in it
  4. Patients are provided with details of the Complaints Procedure
  5. Patients are encouraged to complete a survey about their consultation to ensure quality of service and continuous performance improvement
  6. DOCTORnow has access to the results of all completed patient surveys
  7. Patients are able to access the summary report of all completed patient surveys for the service they have accessed via the DOCTORnow website page
  8. Consultation Records are securely stored for 10 years after administration of the medication
  9. Pharmacists have immediate access to a clinician-manned helpline or online help system, as appropriate, for any queries
  10. DOCTORnow is informed of all adverse events and ensures these are correctly actioned and reported
  11. The consultation room in the pharmacy is of the appropriate standard for the consultation and administration of the medication
  12. Pharmacies are randomly audited by DOCTORnow for knowledge and record keeping compliance
  13. DOCTORnow clinicians are familiar with the RQIA regulations and core standards
  14. Patients canview the most recent inspection report by the RQIA by visiting the RQIA website page or can request a copy by emailing

Complaints Procedure

DOCTORnow is committed to providing the best quality of service. We recognise, however, that we may sometimes get things wrong or make mistakes. To ensure that we learn from these events and continue to improve our service a Complaints Procedure is in place. DOCTORnow undertakes the documenting of each complaint, including details of the investigations made, the outcome and any action taken as well as documenting training implications.

If anyone is unhappy with the service that they have received from DOCTORnow we would like to know about it as soon as possible so we can investigate and take positive action where necessary. In most circumstances we can resolve matters straight away. In the first instance we recommend that complaints are made verbally to Lynne Smith, Practice Manager (or in her absence Lynda Hunter, Patient Services Manager).

If not fully satisfied complainants can put their concerns in writing and use our formal Complaint Resolution Procedure which meets the requirements set out by the Independent Doctors Federation (IDF) for its members and also the Independent Sector Complaints Adjudication Service (ISCAS).

The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

Stage 1 Local resolution within the individual practice

Stage 2 IDF Complaint Resolution Procedure to review the complaint

Stage 3 Independent Adjudication from ISCAS

Stage 1

To start the formal Complaint Resolution Procedure complainants should write to: Lynne Smith, Practice Manager, DOCTORnow, The Old Barn, Mulberry Court, Windsor End, Beaconsfield, Buckinghamshire HP9 2JJ. Complainants should state what has caused them to have concerns, documenting when the relevant events took place and what results they expect from the complaint.

We send an acknowledgment of the letter within two working days of receipt of the complaint (unless we are able to provide a full response within five days). A full response to the complaint will be made within twenty days of the receipt of the complaint. If the investigation is still in progress after twenty days we send a letter explaining the delay and a full response is made within five days of reaching a conclusion. In any event a holding letter will be sent every twenty days where an investigation is continuing.

If the complainant remains dissatisfied following the final response from us, they can request a review of the complaint by IDF Administration, known as Stage 2 by writing to them. Their address is: 18 Horn Lane, Woodford Green, Essex, IG8 9AA.

Stage 2

The IDF Complaint Resolution Procedure will consider the complaint and may undertake a review of the documentation, any correspondence and the handling of the complaint at Stage 1. The Chairman of the IDF Complaint Resolution Procedure Committee will write to the complainant according to the IDF procedures, and in any event within twenty days, to either confirm the outcome at Stage 1 or to offer an alternative resolution.

At this time the IDF will advise the complainant of their right to take the matter further to Independent Adjudication known as ISCAC and Stage 3 in these procedures. Throughout the process all information, documents and records relevant to the complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law.

Stage 3

This stage is only available if the complainant remains dissatisfied once Stage 1 and Stage 2 are exhausted. They should then request Adjudication by writing to the Secretariat: Independent Sector Complaints Adjudication Service, Centre Point, 103 New Oxford Street, London WC1A 1DU

The written request for adjudication must be made within twenty five days of the final determination by the IDF at Stage 2. At Stage 3 the complainant should provide reasons to explain their dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation from the IDF that Stage 2 has been completed. The ISCAS Secretariat will notify the IDF of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact once Adjudication has started. When accessing this service complainants are asked to consent to release of records from DOCTORnow and the IDF relevant to the complaint and a report will be made to the complainant, DOCTORnow and the IDF.

Additional information for patients about ISCAS can be found at:

The Regulation and Quality Improvement Authority

DOCTORnow is required to be registered by the Regulation and Quality Improvement Authority (RQIA) which regulates Health and Adult Social Care Services – our ID is 12190. The RQIA does not investigate complaints but considers relevant information about practices providing regulated activities within the terms of the legislation. We have an obligation under the regulations to keep them informed of significant adverse events which they may then choose to investigate further. They can be contacted at: The Regulation and Quality Improvement Authority, 9th Floor Riverside Tower, 5 Lanyon Place, BELFAST BT1 3BT.

They can also be contacted by e mail: , by telephone number: 028 9051 7500 (Switchboard is manned 9am - 5pm Monday to Friday), or by fax: 028 9051 7501

1