WHAT TO DO IF YOU ARE DISSATISFIED WITH THE SERVICE YOU HAVE RECEIVED
We always try to give you the best service possible, but there may be times when you feel this has not happened. If you have any cause to complain about the services we provide for you as part of the NHS, this leaflet explains what to do.
All comments and complaints are taken seriously and will be investigated to improve our services. Right to complain We have to respect our duty of confidentiality to patients. A patient’s consent will be necessary if someone other than the patient wishes to complain on their behalf, unless they are incapable of providing this because of their young age, physical or mental illness.
How to complain
If you have a complaint you must first bring it to the attention of one of our staff.
If the matter cannot be sorted out on the spot and you wish to take it further, please ask to speak to the pharmacist who is on duty.
The pharmacist will take full details of your complaint and decide how best to undertake the investigation.
A written acknowledgement will be sent to you within 2 days.
Our aim is to resolve complaints quickly. We will try to resolve the complaint within 10 working days, (approximately 2 weeks). We hope than normally it will be a lot quicker than this. Sometimes we may need to make some enquiries and this may take a little longer. If this happens we will keep you informed. We will write again to you when our investigations are complete.
We hope that at the end of this process you will feel satisfied that we have dealt with the matter fairly and thoroughly. What to do if you are not satisfied with the outcome? If you are not satisfied with the outcome of our ‘in-house’ procedure and you wish to continue with your complaint, you have a right to complain to -:
NHS EnglandPO Box 16738
PALSTel: 0161 922 4466 (9am – 5pm Monday to Friday)
The Parliamentary and Health Service OmbudsmanMillbank Tower
If you have problems with your hearing or speech then you can use a textphone (minicom) on 0300 061 4298. (Calls to these numbers cost the same as a call to a UK landline.)
Further Information is set out on www.NHS.co.uk, How to make a complaint.