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.
How do we action this?
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 Complaints team: complaints@homecare-pharmacy.co.uk.
What happens next
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.
Patient Satisfaction Surveys
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.
Managing Complaints
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.
Our Incident & Complaint procedure is to acknowledge your complaint within 3 working days, and you will receive a comprehensive resolution within 30 working days.
Should the complaint exceed these timeframes then we will contact you to advise further timeframes.
Telephone us on:
Alternatively, please write to:
Personal Homecare Pharmacy
T/A Fertility2u
Complaints Department
11 High View Close, Hamilton Office Park
Leicester, LE4 9LJ
If you are not satisfied
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.
Nursing Services
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.
PALS – Patient Advice and Liaison 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 – Independent Complaints Advocacy Service
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 still unhappy with the outcome of your complaint
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: +44 2033 653 400
Important:
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 via phone or email.
- 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 at +44 1827 438 775.
Nursing Services
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:
England and Wales Complaints
Health Service Ombudsman, please visit www.ombudsman.org.uk/making-complaint Phone: +44 3450 154 033
Scotland Complaints
Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY, please visit www.careinspectorate.com Phone: +44 3456 009 527 Email concerns@careinspectorate.gov.scot
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: +44 2890 517 500 Email: info@rqia.org.uk
Please note, the Ombudsman is unable to investigate complaints against private or independent health services unless they relate to NHS funded care.