At MindDemand, we take patient feedback seriously. If you have a concern about your care, your experience, or any aspect of our service, we want to hear from you. Your feedback helps us improve and ensures we can address issues promptly.
How to Raise a Concern
If something isn't right, the fastest way to let us know is to contact our care team directly:
Chat: Use the chat widget on our website
Email: support@minddemand.com
Phone: 972-772-3630
Our team will listen to your concern and work to resolve it as quickly as possible. Whenever we can, we aim to address issues at the first point of contact.
What Happens After You Reach Out
When you share a concern, here is what you can expect:
Your concern is acknowledged. A member of our care team will listen carefully and take your feedback seriously.
We work toward a resolution. Many concerns can be resolved right away by our care team. If additional review is needed, your concern will be documented and escalated appropriately.
Follow-up if needed. For more complex issues, our team will follow up with you to ensure the matter has been resolved to your satisfaction.
Escalation Process
If your concern cannot be resolved by the care team, it will be escalated through the following pathway:
Care Team — Your first point of contact for questions, concerns, or feedback about your experience.
Front Office Supervisor / Team Lead — If the care team is unable to resolve the issue, it will be escalated to a supervisor for further review.
Head of Operations — For unresolved or complex concerns, the Head of Operations will review the matter and determine next steps.
Our goal is always to resolve concerns as quickly and fairly as possible while maintaining a respectful and supportive experience for every patient.
Your Feedback Matters
Whether it's a suggestion, a concern about a billing issue, a scheduling problem, or feedback about your care, we value your input. Raising a concern will never negatively affect your treatment or your relationship with your provider.
If you're unsure whether something warrants a formal complaint, reach out anyway. We would rather hear from you and address it than have you leave with an unresolved concern.
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