Complaints Policy

Our Promise to You

We treat every complaint seriously and aim to resolve issues fairly, promptly, and transparently. Your feedback helps us improve our services and maintain high standards of patient care.

Purpose & Scope

This policy governs complaints relating to NHS pharmacy services provided by Healthnest Pharmacy, including dispensing, delivery, clinical interventions, communication, and professional conduct.

It applies to complaints from patients, carers, representatives, or healthcare professionals.

Principles

Every complaint is taken seriously and investigated appropriately.
Complaints are handled in line with the standards set by the General Pharmaceutical Council (GPhC) and NHS requirements.
Raising a complaint will not affect the care you receive.
We aim to resolve concerns promptly and proportionately.

How to Complain

Complaints can be made by:

Email: healthnestpharmacy@gmail.com
Telephone: XXXXX (during business hours)
In writing to: XXXXX

We encourage complaints to be raised as soon as possible after the issue arises so that it can be investigated effectively.
Anonymous complaints will be considered where there are patient safety concerns.

Acknowledgement & Timescales

Complaints are acknowledged within 3 working days.
We aim to complete investigations within 15 working days.
If additional time is required, we will inform the complainant and provide an updated timeframe.

Investigation Process

Investigations may include review of:

Prescription and dispensing records
Delivery records
Relevant communication records
SOPs and governance documentation
Staff accounts where appropriate

Where necessary and lawful, we may contact other healthcare professionals involved in the
patient’s care.

Outcomes & Resolution

Depending on findings, outcomes may include:

Explanation and apology
Corrective action
Review of procedures or staff training
Clinical review where appropriate

Where patient safety concerns are identified, appropriate safeguarding and regulatory steps will be taken.
This policy does not provide for financial compensation. Any such matters are considered separately and in line with NHS and legal requirements.

Escalation

If you remain dissatisfied, you may request a further review by the Superintendent Pharmacist.
If concerns remain unresolved, you may contact:

General Pharmaceutical Council (GPhC)
NHS England (for NHS service concerns)

Record-Keeping & Data Protection

All complaints are logged securely and reviewed as part of our governance framework.
Complaint records are retained in line with NHS and professional guidance.
Personal data is processed in accordance with our Privacy Policy and UK GDPR.

Policy Review

This policy is reviewed annually or sooner if required.