Feedback and Complaints Policy

We at Personal Homecare Pharmacy aim to provide the highest possible standards of service to our customers and thrive to improve at every opportunity. We can appreciate that there may be times where you may want to share your feedback, suggestion or complaints. If, for any reason you are dissatisfied by our service please contact us where a manager will fully investigate the issue and you will receive a detailed response to your complaint. We focus on making improvements and therefore we will ensure a prompt response and a quick resolution to your complaint.

Alternatively we also operate a complaints procedure as part of the NHS system of dealing with complaints.  Our procedure meets national criteria & Our Pharmacist can give you further information.

You can also raise your concerns by getting in touch with regulatory bodies, such as the General Pharmacetical Council. https://www.pharmacyregulation.org/content/how-do-i-make-complaint-about-pharmacy-or-pharmacist

We at Personal Homecare Pharmacy welcome all aspects of feedback. We strive to continue to provide a high quality services that meet  your needs and our focus is one of continuous improvement.

We listen to your feedback carefully, this enables us to identify what we are doing well and also most importantly any areas of improvement we need to make. Providing feedback is easy,  please, use this link to ensure feedback is given to our Quality team: [email protected]

Be assured your feedback is reviewed by a senior manager in the quality team who will rapidly share your feedback with the right people in the organisation. 

You may also seek advice form your local Patient Advice and Liaison Service (PALS). PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or they can tell you more about the complaints procedure and independent complaints advocacy services.  You can contact PALS via the following link:

https://www.nhs.uk/service-search/other-health-services/patient-advice-and-liaison-services-pals

If you need advice and support in making your complaint, please contact the Independent Complaints Advocacy Service (ICAS), who can offer assistance to people who want to complain about the NHS. ICAS can be contacted on 0300 4568349.

The Advocacy Support Centre is open from 9am – 5pm Monday, Tuesday Wednesday and Friday, and from 9am to 7pm on Thursdays. Outside these hours you will be able to leave a message and they will call you back the next working day, or you can email them at [email protected]

If you would like to complain you can use the details below, we will always do our best to investigate what went wrong.

If you are not happy with the service you may receive from our nursing team then please contact us in the first instance via the above complaints form, email  or telephone number and please ensure you mention nursing service. 

England and Wales Complaints

Health Service Ombudsman, please visit www.ombudsman.org.uk/making-complaint Phone: 0345 015 4033  

Scotland Complaints

Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY, please visit www.careinspectorate.com Phone: 0345 600 9527 Email [email protected]

Northern Ireland Complaints: 

The Regulation and Quality Improvement Authority James House 2-4 Cromac Avenue Gasworks Belfast BT7 2JA, please visit www.rqia.org.uk Phone: 02890 517 500 Email: [email protected]

Please note, the Ombudsman is unable to investigate complaints against private or independent health services unless they relate to NHS funded care.

We at Personal Homecare Pharmacy welcome all aspects of feedback. We strive to continue to provide a high quality services that meet your needs and our focus is one of continuous improvement.

We listen to your feedback carefully, this enables us to identify what we are doing well and also most importantly any areas of improvement we need to make. Providing feedback is easy, please, use this link to ensure feedback is given to our Quality team: ([email protected]) .

Be assured your feedback is reviewed by a senior manager in the quality team who will rapidly share your feedback with the right people in the organisation. This ensures steps are taken to improve areas highlighted. We hold the highest of standards within our organisation and we take all feedback seriously so thank you for taking the time to feedback.

We also conduct regular patient satisfaction surveys. If you receive a survey we would be most grateful if you could complete this. Each year we publicly feedback on the results we receive and share this anonymised of course with our NHS Stakeholders so they too can have oversight of the service we provide to patients.

We also like to inform our staff when things are going exceptionally well as it’s also important for them to know they are doing a job that is of a high standard and recognised as such.

As part of our collaboration with the NHS, and to meet the criteria for national homecare standards, we operate a robust formal complaint procedure. This enables you to feedback if you are dissatisfied with our service at any time. This enables a senior manager to investigate and feedback to you. For further information please download our complaints form below:

If you are still not happy with our response please follow the process we outline to you in our response letter and do feel free to contact us again to explain why you are not happy with our investigation results. We will then re-review your initial complaint and our findings and will write to you again along with the next steps .

If you are not happy with the service you may receive from our nursing team then please contact us in the first instance via the above complaints form, email or telephone number and please ensure you mention nursing service.

You may also seek advice form your local Patient Advice and Liaison Service (PALS). PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or they can tell you more about the complaints procedure and independent complaints advocacy services. You can contact PALS via the following link:

https://www.nhs.uk/service-search/other-health-services/patient-advice-and-liaison-services-pals

ICAS are an independent complaints Advocacy service and If you wish to make a complaint about the NHS they can provide advice and support. You can contact them on 0300 330 5454

If you are unhappy with the outcome of your complaint you can complain to the GPhC

The GPhC investigates complaints that indicate that a pharmacy professional’s fitness to practice may be impaired.

If you would like to make a complaint please complete the ‘Reporting a Concern’ form located on the following page of the website:

www.pharmacyregulation.org/content/our-role

General Pharmaceutical Council Telephone: 020 3365 3400

We really strive to support you and meet your individual needs, if you have any questions about the service or the following areas do contact us (Insert Email and Tel No)

To inform us of a change of address or name or circumstances

Delivery details,

Prescription queries

Travel advice

Inform us your short of medicine

Inform us you need a sharps bin

If you inject medication and are having issues or if you have suffered an adverse reaction to your medication please contact our Pharmacy Team on (Insert email or Tel No)

As detailed above please report any issues with the Nursing service to us in the normal way.
However, In the event of any complaint response from us regarding our nursing services not meeting your expectations, we would ask that you contact us again to discuss. However, should you require further assistance you can contact one of the following bodies for help:

Health Service Ombudsman, please visit www.ombudsman.org.uk/making-complaint Phone: 0345 015 4033

Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY, please visit www.careinspectorate.com Phone: 0345 600 9527 Email [email protected]

The Regulation and Quality Improvement Authority James House 2-4 Cromac Avenue Gasworks Belfast BT7 2JA, please visit www.rqia.org.uk Phone: 02890 517 500 Email: [email protected]

Please note, the Ombudsman is unable to investigate complaints against private or independent health services unless they relate to NHS funded care.