Quality Assurance

As dedicated professionals, we are all about quality. And that’s right across the board, in every aspect of what we do, giving you confidence that you are working with people who share your commitment to high standards.
From our client teams to the Psychiatrists in our network; from internal systems to external service, quality assurance is embedded in our processes, performance and people.

‘’I have worked with Psychology Direct for some years now. It has been a real pleasure and delight working with them, because of their professional manner, efficiency and diligence. A very good organisation indeed’’. Dr D O, Consultant Forensic Psychiatrist

Continually investing in the quality of our people

• High calibre graduates handling Client Services
• Client Managers have deep industry and sector knowledge and understand your world
• Client Managers are selected for their customer service, efficiency, organisation,
  resourcefulness and personal skills
• In-depth three-month induction and ongoing intensive internal and external training for all
  staff
• Client teams have in-depth knowledge of the Associates in our register
• Regular staff appraisals
• Motivational and performance focused working environment
• Our people are engaged and share our company values

Robust vetting and proactive recruitment of the highest calibre Psychiatrists

• High calibre Psychiatrists sought out for their experience and qualifications
• All registered with the GMC and Section 12 Approved
• Experienced in providing expert opinion, diagnosis and medical treatment based on the ICD-10 (internationally recognised Classification of Mental and Behavioural Disorders) and DSM –5 (Diagnostic and Statistical Manual of Mental Disorders)
• Thorough vetting process carried out by us, so that you don’t have to
• Enhanced DBS checks
• Undertake CPD and committed to best practice
• Have professional and indemnity insurance
• Due to our professional reputation, we attract highly qualified, specialist and highly-accomplished Psychiatrists and experts to our register

Quality centred processes

• A response to your initial telephone or online query, within one hour
• CVs and quotes within 24 hours
• Appointments established within a week for dates needed to meet your timetable
• Dedicated Client Manager allocated for the duration of your case
• In the case of holiday or sickness, seamless fully briefed handover and named cover provided
• Psychiatric Medico-Legal reports provided in 4-6 weeks
• Reports 100% quality checked/proofread for grammar and spelling but also to ensure they are clear, concise and meet legal and accuracy standards
• Checking process ensures all questions are addressed and the report is fit for purpose
• Consistency in layout and content so that clients know what to expect
• Reports created in specific templates if requested
• Processes in place to enable flexibility; to secure experts and deliver reports in faster, more challenging timeframes if necessary
• Problem-solving – should issues arise, we’ll step in and do whatever we can to keep the process on track
• Complete transparency, appreciation of budgets and dedicated management of costs; quotes up front, no hidden extras, negotiate on your behalf you to keep costs down should unanticipated issues arise.

Serious about monitoring our own performance

• SLAs strictly adhered to and reviewed internally
• Daily and weekly meetings detailing KPIs, actions, priorities and deadlines
• Monthly and quarterly individual staff reviews
• Operations Manager responsible for QA and performance of client teams
• Electronic feedback form follows every case
• Annual service surveys sent to clients and Associates
• Taking feedback seriously and using it to inform continuous improvement in our operations and client service
• Ongoing investment in staff, systems, technology and training