Complaints Policy

Complaints

 

It was going so well until…

We always aim to go above and beyond to deliver personalised health and wellbeing services in a friendly and compassionate way.  Whilst we always try our best, we realise that we don’t always get things right so we have a positive attitude in receiving your feedback, comments, concerns or complaints and want to know about your experience in our stores. We’ll try to provide an explanation for any concern that you may have and use your feedback constructively to improve our service.

We’ll always try and meet your immediate health needs and take any necessary urgent action necessary before proceeding to try and resolve your complaint. This may mean contacting other healthcare professionals like your GP. 

We treat all complaints with dignity, respect and confidentiality.  We’ll only discuss confidential information to the extent that is necessary in order to resolve your complaint and  ensure that if we need to discuss this with a third party, that they are authorised to speak on your behalf.  In some cases, we may need to ask for written consent or permission.

 

This is our commitment to you:

 

We will ensure:

  • Complaints are dealt with efficiently
  • Complaints are properly investigated
  • You are treated with respect and courtesy
  • You receive, so far as reasonably practical
  • Assistance to enable you to understand our procedure in relation to complaints or
  • Advice on where you may obtain such assistance
  • You receive a timely and appropriate response
  • You are told how we are going to follow up with your complaint and the actions that we are going to take if necessary in the light of the outcome of a complaint.

 

We’d like you to share your experience and contact us by:

  • Writing to: The Pharmacy Superintendent’s Team, Merchants Warehouse, 21 Castle Street, Manchester M3 4LZ
  • Telephone: 0333 010 2222 (Office opening hours Monday to Friday 9am-6pm excluding bank holidays in England)
  • Emailing: yourexperience@well.co.uk

 

The way complaints are handled can differ depending on where you live and your NHS authority. Please see below for further details.

 

England, Wales & Northern Ireland (click to expand) +

If your complaint is in relation to an NHS service e.g. NHS prescription dispensing service , you may find the following information useful:

Complaints about NHS services which are made verbally and are not resolved to your satisfaction within the next working day after which the complaint was made may require further investigation.  If your complaint relates to a store within:

 

 

England

Your complaint will be acknowledged within 3 working days and an acceptable response period must be agreed with you.  Your complaint must be dealt with in a timely manner, generally this will be within 40 working days. See www.england.nhs.uk/contact-us/complaint/ for more information.

 

Wales

In line with “Putting Things Right”, your complaint will be acknowledged within 2 working days and an agreed acceptable date to respond in full within 30 working days.  See www.puttingthingsright.wales.nhs.uk for more information.

 

Northern Ireland

Your complaint will be acknowledged within 3 working days and a full response will be sent to you within 10 working days. See www.health-ni.gov.uk/publications/hsc-complaints-standards-and-guidelines for more information.

Working days under these regulations means Mondays to Fridays which are not Christmas Day, Good Friday or Bank Holidays.  The acknowledgement may be made orally or in writing via email or letter.

If our investigation is delayed or we need longer to follow up we’ll make you aware and agree a new response date.

Investigations, if necessary, are normally conducted by a member of the Regional Management Team and overseen by the Pharmacy Superintendent’s Team.  The Pharmacy Superintendent’ s Team will retain records of the complaints, monitor feedback from all complaints and produce reports so that we can learn from feedback and work to improve the service we offer.  

We’ll always offer an apology, if appropriate and aim to give you a full explanation and resolve the issue to your satisfaction.  If you’re not satisfied with the way we handled your complaint, you can escalate your complaint to the local Primary Care Organisation or the Ombudsman:

 

England

  • Visit www.ombudsman.org.uk
  • Call the complaints helpline: 0345 015 4033
  • Email phso.enquiries@ombudsman.org.uk
  • Fax: 0300 061 4000
  • Writing to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

 Wales

  • Visit www.ombudsman-wales.org.uk
  • Call the complaints helpline: 0165 664 1150
  • Writing to: Public Services Ombudsman For Wales, 1 FforddyrGae, Pencoed, CF35 5LJ

Northern Ireland

  • Visit www.ni-ombudsman.org.uk
  • Call the complaints helpline: 0800 343 424
  • Email ombudsman@ni-ombudsman.org.uk
  • Writing to: Northern Ireland Ombudsman, Freepost BEL 1478, Belfast, BT1 6BR

 

Complaints Manager –Jane Devenish, NHS Standards Pharmacist

Responsible Person –Janice Perkins, Pharmacy Superintendent

Scotland (click to expand) +

If your complaint is in relation to an NHS service e.g. NHS prescription dispensing service , you may find the following information useful:

 

Our complaints procedure has two stages:

 

Stage one – Early, local resolution

We aim to resolve complaints quickly and close to where we provided the service.  Where appropriate, this could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem. 

Sometimes we will have to make some enquiries before we can respond to your complaint.  We will give you our decision at Stage one in five working days or less, unless there are exceptional circumstances. 

If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next.  We might suggest that you take your complaint to Stage two.  You may choose to do this immediately or sometime after you get our initial decision.

 

Stage two – Investigation

Stage two deals with two types of complaint: those that have not been resolved at Stage one and those that are complex and require detailed investigation.

 

When using Stage two we will:

  • acknowledge receipt of your complaint within three working days;
  • where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for; and
  • give you a full response to the complaint as soon as possible and within 20 working days.

 

If our investigation will take longer than 20 working days, we will tell you.  We will agree revised time limits with you and keep you updated on progress.

 

What if I’m still dissatisfied?

If you are still dissatisfied with our decision or the way in which we have dealt with your complaint when we have sent you our full response, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. 

You can contact the SPSO:

In Person:                                   By Post:

SPSO                                            SPSO

4 Melville Street                           Freepost EH641

Edinburgh                                    Edinburgh

EH3 7NS                                       EH3 0BR

 

Freephone:  0800 377 7330

Online contact www.spso.org.uk/contact-us

 

Please ask the pharmacy team for a copy of our Complaints Handling Procedure for more information.

Working days under these regulations means Mondays to Fridays which are not Christmas Day, Good Friday or Bank Holidays.  The acknowledgement may be made orally or in writing via email or letter. 

Investigations, if necessary, are normally conducted by a member of the Regional Management Team and overseen by the Pharmacy Superintendent’s Team.  The Pharmacy Superintendent’ s Team will retain records of the complaints, monitor feedback from all complaints and produce reports so that we can learn from feedback and work to improve the service we offer.  

Feedback and complaints officer- Wendy Lee MRPharmS, Patient Safety and Experience Manager

Responsible Person –Janice Perkins FRPharmS, Pharmacy Superintendent