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Disputes and Resolution

We believe that all correspondents and complainants have the right to be heard, understood and respected. We also believe that our staff have the same rights.

We operate a zero Tolerance Company policy on abusive patients

Company policy on abusive patients

We believe that all correspondents and complainants have the right to be heard, understood and respected. We also believe that our staff have the same rights.

We encourage all staff to report accidents and incidents and we address all incidents reported internally. Where there is a serious threat or action, we will report the incident to the appropriate authorities.

All our employees are required to treat each other and our service users with dignity and respect by acting in accordance with our values, as outlined below:

WE ARE COMMITTED

We never give up. We fight tirelessly with passion and determination to improve healthcare options for trans people and support others to do the same.

WE INSPIRE

We offer life-changing support and advocacy. We speak up and take action when others won’t. We make brave decisions geared towards helping trans people to live their lives more easily.

WE ARE COMPASSIONATE

We care deeply about the rights of trans people. We act with kindness and consideration at all times.

WE ACT WITH INTEGRITY

We are open, honest and trustworthy. We act with integrity, in the best interests of the trans community. We fight for their rights and provide the highest standards of care, in the most timely and affordable way possible.

WE ARE EXPERT

We draw on our expertise and knowledge of science, data and research to provide the most up to date, evidence-based advice, care and support. We listen to what the community has to say and we respond. We are always learning and refining the service that we offer.

Disputes

In the event of any complaint or dispute we ask that you contact us via our Help Centre in the first instance.​ Please provide a complete overview of the issues surrounding your dispute so that it can be investigated fully and resolved as quickly as possible.

Zero Tolerance

GenderGP supports the ‘Zero Tolerance’ campaign for Health Service Staff. This states that all staff have a right to care for others without fear of being attacked or abused. To successfully provide these services, it is essential that a mutual respect between all staff and patients exists.

We, as a company, acknowledge and appreciate that we are dealing with challenging and often highly emotional personal circumstances and we will at all times aim to be polite, helpful and sensitive to the needs and circumstances of each individual patient. Patient requests will be met wherever possible and explanations given when this is not possible.

In response, we ask you to treat GenderGP and it’s staff courteously at all times.

In order to promote positive relations between service users and staff we would like to ask all its patients to read and take note of the types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the GenderGP team or other patients
  • Using aggressive or threatening language in emails, messages, telephone consultations, video consultations, social media posts
  • Written or verbal abuse towards staff members in any form, including insulting members of staff
  • Discriminatory harassment of any kind
  • Persistent or unrealistic demands that cause stress to staff
  • Obtaining medication and/or medical services fraudulently

 

GenderGP operates a zero tolerance abuse policy and reserves the right to terminate services provided to anybody who publicly or personally attacks the company, or those who provide services on behalf of GenderGP.

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is a last resort in an impaired patient-practice relationship. When unacceptable behaviour has been exhibited and trust has irretrievably broken down, it is in the patient’s interest, as much as it is in the interest of the practice, that they should find a new service provider.

We reserve the right to terminate the provision of services with immediate effect if abusive or violent behaviour is shown towards our organisation or an individual team or staff member.

Financial Disputes

We like to resolve all concerns in as amicable way as possible. Our Pathway and Finance Teams are always willing to hear your concerns and try and help you achieve what you need. We know that this is an area of healthcare already fraught with frustration, and our aim is to provide gender-affirming care that fits with your needs. Our mission is to be as accessible and affordable as possible.

If the dispute is about fees and GenderGP is found to be at fault a refund will be issued.

If you attempt to self-issue refunds using ‘chargeback’ services available via your payment card provider, and GenderGP is successful in disputing your claim, you will be liable for any fees and costs incurred by GenderGP in relation to administration and legal work undertaken in disputing your claim.

You agree to pay such fees to us, in cleared funds, no more than 30 days from the dispute being successfully decided in GenderGP’s favour.

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