Complaints

Introduction

Primed Pharmacy is committed to providing the highest quality of service. We value feedback from our customers and patients, as it helps us continuously improve our services. This Complaints Policy outlines our procedure for handling complaints, ensuring they are addressed promptly, fairly, and consistently.

Purpose

The purpose of this policy is to:

 

• • Ensure complaints are dealt with efficiently and effectively.

• • Properly investigate all complaints.

• • Treat complainants with respect and courtesy.

• • Provide timely and appropriate responses to complaints.

• • Utilise complaints as a part of our quality improvement process.

Scope

This policy applies to complaints related to the pharmaceutical services provided by Primed Pharmacy. It excludes:

 

• • Oral complaints resolved to the complainant’s satisfaction by the next working day.

• • Complaints previously resolved or under investigation.

• • Complaints related to Freedom of Information Act 2000 requests.

How to Make a Complaint

We encourage customers and patients to provide feedback or raise concerns directly with us. Complaints can be made in the following ways:

 

1. 1. In Person: Speak directly with our pharmacy staff.

1. 1. By Phone: Call us at 01274024714.

1. 1. By Email: Send your complaint to info@primedpharmacy.com.

1. 1. In Writing: Write to us at: Certus Healthcare Ltd t/a Primed Pharmacy
      40-42 Main Road,
      Denholme, UK
      BD13 4BL

Complaints Procedure

 

1. 1. Acknowledgement: We will acknowledge receipt of your complaint within three working days.

1. 1. Investigation: Our Operations Manager will oversee the investigation of your complaint. This may involve gathering information, interviewing relevant staff, and reviewing related documents.

1. 1. Response: We aim to provide a full response within 20 working days. If a resolution cannot be achieved within this timeframe, we will keep you informed of the progress and expected resolution date.

1. 1. Resolution: We will provide a written response, including an explanation of our findings, any remedial actions taken, and an apology if appropriate.

Patient Consent

Complaints can be made by patients or representatives acting on their behalf. If a representative makes a complaint, we may require proof of the patient’s consent, particularly when discussing specific medical treatments or personal information.

Confidentiality

All complaints will be handled confidentially. Information will only be disclosed as necessary to investigate and resolve the complaint.

Further Steps

If you are not satisfied with our response, you have the right to escalate your complaint to the Parliamentary and Health Service Ombudsman:

 

• • Address: Millbank Tower, Millbank, London, SW1P 4QP

• • Phone: 0345 015 4033

• • Website: www.ombudsman.org.uk

Monitoring and Review

We regularly review complaints to identify trends and areas for improvement. An annual report summarising the number and nature of complaints received, as well as actions taken, is prepared for internal review and shared with relevant regulatory bodies.

Document Title: Complaints Policy
Version Number: 1.1
Effective Date: August, 2024
Last Updated: 1st August, 2024
Review Date: 1st August, 2026
Approved By: Qadir Hussain, Director
Document ID: T&C-2024-01

Change History:

Date	Version	Description of Changes	Approved By
01/01/2024	1.1	Update	Qadir Hussain