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.
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.
Complaints can be made by:
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.
Investigations may include review of:
Where necessary and lawful, we may contact other healthcare professionals involved in the
patient’s care.
Depending on findings, outcomes may include:
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.
If you remain dissatisfied, you may request a further review by the Superintendent Pharmacist.
If concerns remain unresolved, you may contact:
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.
This policy is reviewed annually or sooner if required.
