Complaints

Sometimes we may not get things right, or you may be unhappy with the level of service we provide. In this case we want to hear from you to make things better for everyone.Please contact our superintendent Pharmacist Ben Kent

via

Email:customercare@worcestershirepharmacy.co.uk

COMPLAINTS PROCEDURE

1. General provisions

The Pharmacy will take reasonable steps to ensure that patients are aware of:

(a) The complaints procedure;

(b) The role of the NHS and other bodies in relation to complaints about services under the contract; and

(c) Their right to assistance with any complaint from independent advocacy services

The Pharmacy will take reasonable steps to ensure that the complaints procedure is accessible to all patients.

2. Receiving of complaints

The Pharmacy may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Pharmacy, or:

(a) Where the patient is a child:
(i)By either parent, or in the absence of both parents, the guardian or other adult who has care of the child,

(ii) By a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989; or

(iii) By a person duly authorised by a voluntary organisation by which the child is being accommodated

(b) Where the patient is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

3. Period within which complaints can be made

The period for making a complaint is:

(a) twelve months from the date on which the event which is the subject of the complaint occurred; or

(b) twelve months from the date on which the event which is the subject of the complaint comes to the complainant's notice

4. Complaints handling

The Complaints Lead is responsible for the operation of the complaints procedure and that the investigation of complaints is completed; and may nominate member of staff, or other senior person associated with the pharmacy, to be responsible for more detailed investigation of the complaint and related issues and for ensuring that action is taken in the light of the outcome of any investigation. All staff can capture the initial information from anyone who complains and complete the Complaint/patient issue capture/investigation form to reassure the complainee that action is being taken on their concerns.

5. Action upon receipt of a complaint

The importance of dealing with a complaint swiftly and effectively is clear. If an oral complaint is dealt with to the complainant’s satisfaction within 24 hours then it will not be necessary to embark upon the formal complaints process. Swift resolutions are therefore good for the image of the pharmacy and for avoiding bureaucratic burdens.

In the formal process, practices must send some form of acknowledgement to a complainant within three days of the complaint being received. This acknowledgement need not address any of the issues relating to the detail of the complaint itself, but should inform the complainant that the matter will be investigated. This acknowledgement can be made in written form or by telephone. If made by telephone, a record should be kept.

A meeting should be arranged for the investigator to discuss the complaints with the complainant. It is important to quickly establish what outcome the complainant expects, and to let them know whether this is a realistic possibility. Establishing a good plan and direction for the investigation at an early stage will be beneficial in the long run.

6. Review of a complaints

Complaints received by the pharmacy will be reviewed to ensure that learning points are shared with the whole pharmacy team.

• Complaints received during the month will be reviewed at pharmacy meetings and with relevant groups of practice staff to ensure any actions required are put into practice.
• Complaints put forward to Team Leads Meeting and forward to the next Significant Event meeting for all to discuss and share learning if deemed appropriate
• Complaints put forward to each Patient Group Meeting for discussion and advice in anonymous form.
• A full review of all complaints will be carried out annually to identify any trends or additional actions/learning points and this is shared with the Patient Participation Group.

7.Confidentiality

All complaints must be treated in the strictest confidence

Where the investigation of the complaint requires consideration of the patient's medical records, the Complaints Lead must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Pharmacy or an employee of the Pharmacy.

The pharmacy must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients' medical records.