In order to submit a successful complaint, you will need to be clear about your complaint so we have enough information to investigate your claims. Upon receiving your complaint one of our team will contact you with a resolution or an explanation. This can either be via email or via a phone conversation. In
most cases we hope to sufficiently answer your claims and concerns at this stage. If you are not satisfied with the initial resolution your complaint will be escalated to our
Superintendent Pharmacist who will contact you within 5 working days. Your complaint will be reviewed and they should get back with a resolution within that time.
Suggestions, Comments & Complaints
We aim to provide good services for our patients and customers. We welcome your comments, suggestions, or complaints to help us improve.
We value your feedback on how things are going and hope you will share both what you like and any concerns or complaints. Our aim is to resolve any complaint as quickly as possible. We will agree a response period with you and respond within that timeframe, or as soon as possible. Complaints are treated confidentially. However, it may be necessary for the pharmacist and staff to discuss confidential information. They will only do this as far as is necessary to investigate the complaint.
We ask you to make comments or complaints as soon as possible after the event, so that it is possible to investigate. Normally this will be within a few days of the event happening. The NHS advises us to use the following guidelines when considering whether to deal with a complaint relating to NHS services. Complaints should be made as soon as possible after an event and they will normally be made:
o within 12 months of the date of the incident that caused the problem or
o within 12 months of the date of discovering the problem
It may be possible to investigate complaints beyond these time limits, but as time passes, the ability to recall events or to obtain documents might mean that investigation would not be beneficial. If you think you have a complaint that you would like us to investigate, about an incident some time ago, please discuss it with our complaints manager, who can decide whether it will be appropriate to investigate.
