1. Introduction
   At Primed Pharmacy, part of Certus Healthcare Ltd, we are committed to providing high-quality healthcare services to our patients, healthcare professionals, and other stakeholders. We value your feedback and take complaints seriously, using them as opportunities to improve our services. This policy outlines our procedures for handling complaints and feedback in line with best practices set by the General Pharmaceutical Council (GPhC).
2. Purpose of the Policy
   The purpose of this policy is to:
   
   • Provide a clear, accessible process for patients, healthcare professionals, and other stakeholders to submit feedback or complaints.
   • Ensure that complaints are handled promptly, fairly, and transparently.
   • Use feedback constructively to continuously enhance the quality of our services.
3. Scope of the Policy
   This policy applies to all complaints and feedback related to:
   • Medication dispensing and delivery services.
   • Online prescribing platform services.
   • Customer service interactions and communication.
   • Data privacy and patient confidentiality.
   • Any other services provided by Primed Pharmacy.
4. How to Provide Feedback or Make a Complaint
   We welcome all forms of feedback, whether positive or negative. If you wish to provide feedback or make a complaint, you can do so using the following channels:
   
   • Email: Send your feedback or complaints to info@primedpharmacy.com.
   • Phone: Call us on “01274 024714“ (Opening hours – Monday to Friday: 09.00am to 05.30pm/ Saturday: 09.00am to 01.00pm).
   • Post: Write to us at Primed Pharmacy, 40-42 Main Road, Denholme, BD13 4BL, UK.
5. Procedure for Handling Complaints
   

   • Step 1: Acknowledgement

     • Upon receiving a complaint, we will acknowledge receipt within 2 working days via the method of communication used by the complainant (email, phone, or letter).
     • A reference number will be assigned to track the complaint.

   • Step 2: Initial Assessment

     • The complaint will be assessed by the Complaints Officer to determine its nature, severity, and the level of investigation required.
     • Complaints involving clinical or patient safety issues will be escalated to the Superintendent Pharmacist immediately.

   • Step 3: Investigation

     • The Complaints Officer will carry out a detailed investigation. This may include reviewing patient records, speaking with involved staff, and gathering additional information.
     • All investigations will be conducted in line with GPhC guidelines, ensuring fairness, transparency, and confidentiality.
     • If necessary, the patient or complainant may be contacted for further clarification or information.

   • Step 4: Response

     • A full written response will be provided within 30 working days of receiving the complaint.
     • If more time is needed for a thorough investigation, the complainant will be notified of the delay and provided with a revised timeline.
     • The written response will include:
       • A summary of the complaint.
       • The findings of the investigation.
       • Details of any corrective actions taken.
       • An apology, if appropriate.

   • Step 5: Resolution and Follow-Up

     • If the complainant is satisfied with the response, the case will be closed.
     • If not, the complaint can be escalated to the Superintendent Pharmacist or the Chief Executive Officer for further review.
     • For unresolved complaints, patients may contact the General Pharmaceutical Council (GPhC).
6. Appeals Process
   • If a complainant is not satisfied with the resolution, they may request a review by the Superintendent Pharmacist.
   • Appeals must be submitted within 10 working days of receiving the final response.
   • The appeal will be reviewed, and a final decision communicated within 14 working days.
7. Confidentiality and Data Protection
   • All complaints will be handled with strict confidentiality, in compliance with the GDPR and the Data Protection Act 2018.
   • Personal information provided during the complaints process will be used solely for resolving the complaint and will not be shared with third parties without consent.
   • Complaint records will be securely stored for 6 years and reviewed periodically for quality improvement.
8. Learning and Continuous Improvement
   • Complaints are reviewed as part of our commitment to continuous improvement.
   • All complaints and feedback will be analysed to identify trends, common issues, and areas for service enhancement.
   • Lessons learnt will be used to update internal policies, staff training, and quality assurance processes.
9. Monitoring and Reporting
   • The Complaints Officer will compile a quarterly report summarising the number, type, and outcome of complaints.
   • These reports will be reviewed by senior management to ensure that appropriate actions are taken and improvements are implemented.
   • Anonymised data may be shared with regulatory bodies, such as the GPhC, upon request.
10. Accessibility of the Policy
    • This policy is available on our website in the footer section for easy access by all users.
    • Printed copies of this policy can be requested at our pharmacy premises.
    • The policy can be provided in alternative formats (e.g., large print, audio) upon request to accommodate accessibility needs.
11. Contact Information for External Bodies
    If you are not satisfied with how we have handled your complaint, you may contact:General Pharmaceutical Council (GPhC)
    Website: www.pharmacyregulation.org
    Phone: 020 3713 8000

    NHS Complaints Advocacy Service
    Website: www.nhscomplaintsadvocacy.org
    

12. Review of the Policy
    • This policy will be reviewed annually or sooner if significant changes in legislation or internal processes occur.
    • The next scheduled review date is [18th November 2026].

Acknowledgement: By submitting feedback or making a complaint, you agree to the terms outlined in this policy.

Primed Pharmacy
Certus Healthcare Ltd
40-42 Main Road, Denholme, BD13 4BL, UK
Email: info@primedpharmacy.com
Phone: 01274 024714