Complaints

1. Purpose & Scope

This policy governs all complaints related to pharmaceutical services, online ordering, delivery, clinical consultations, and customer support, in line with GPhC expectations for distance-selling pharmacies.

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

2. Principles

• Every complaint is taken seriously and investigated promptly.
• We are committed to meeting the GPhC’s five standards, particularly those covering governance, patient safety, and safeguarding.
• We will never discourage legitimate complaints or make the process unnecessarily difficult.

3. How to Complain

Complaints should be submitted within 7 calendar days of the issue discovery via:

• Our website’s contact form.
• Email: healthnestpharmacy@gmail.com (email subject: “complaint”)
• Phone: 01156487933 (Our complaints line is available during business hours.)

Note: Anonymous complaints may be refused unless there is a compelling patient safety concern.
Credible anonymous whistleblowing reports will always be investigated to protect patient safety.

4. Acknowledgement & Timescales

• We acknowledge complaints within 3 working days, providing a reference number and outlining next steps.
• Our investigation process is single-stage, and we aim to resolve most complaints within 15 working days.
• If a resolution cannot be reached within that timeframe, we will contact the complainant with an updated expected decision date, which will be no later than 25 working days from receipt.

5. Investigation Process

Investigations may include a review of:

• Online consultation logs or medical questionnaires
• Prescription and dispensing records
• Delivery tracking and packaging
• Communication with prescribers, GPs, or other relevant healthcare providers, in line with GPhC’s guidance on two-way verification.

We may contact the complainant for clarification or additional information during the investigation.

6. Remedies Offered

Depending on the outcome of the investigation, possible remedies may include:

Clinical Issues:

• Apology
• Explanation
• Immediate corrective action (e.g., replacement or referral to a prescriber)
• Medication review

Non-Clinical Issues (e.g., delivery delays):

• Apology
• Refund of delivery charges (if due to our error)
• Replacement
• Goodwill gesture

No-Fault Cases:

We may offer a partial goodwill gesture (e.g., voucher) but reserve the right to decline compensation if the request is unreasonable or unfounded.

7. Limitations & Exclusions

• Complaints submitted more than 6 months after the incident may be declined unless they relate to critical patient safety issues.
• Vexatious or repetitive complaints may be refused or limited.
• We reserve the right to investigate complaints without offering refunds if evidence shows our services met the agreed terms and conditions.
• Important: Complaints based solely on a change of mind regarding prescription medication cannot be accepted, as prescription items cannot be returned except where faulty or dispatched in error, in accordance with UK law.

8. Escalation

If you are unhappy with our response, you may escalate the complaint within 10 working days to our Clinical Governance Team for a full review. We aim to provide a final decision within 15 working days of escalation.

9. External Options

If dissatisfied after escalation, you may contact:

• General Pharmaceutical Council (GPhC) for clinical or regulatory concerns
• NHS England for issues involving NHS prescription services
• Independent Pharmacy Ombudsman or Citizens Advice for unresolved complaints

Note: PALS and ICAS services are available if your complaint relates to NHS-funded prescriptions or care.

10. Record-Keeping & Data Protection

• All complaints are logged securely with retained correspondence, resolutions, and actions taken.
• Complaint records are retained for at least 8 years or as required by applicable laws.
• All personal data related to complaints will be processed in line with our Privacy Policy and the UK GDPR.

11. Policy Review

This policy will be reviewed annually or sooner if required by changes in law or regulatory guidance.