Complaints Policy - Broadstone Village Pharmacy

1. Our Commitment

Broadstone Village Pharmacy is committed to providing high-quality care and service to all our patients and customers. We recognize that sometimes things can go wrong. When they do, we are committed to resolving complaints efficiently, fairly, and confidentially, and using feedback to improve our services.

This policy applies to all complaints made regarding the services, actions, or decisions provided by Broadstone Village Pharmacy.

2. How to Make a Complaint

We encourage you to raise any concerns with a member of staff as soon as possible, as many issues can be resolved quickly at the point of service.

If you wish to make a formal complaint, you can do so by:

  • In Person: Speaking to the Pharmacy Manager at the pharmacy premises.
  • By Phone: Calling us on01202 776239 and asking to speak to the Complaints Lead.
  • In Writing (Letter or Email): Sending details of your complaint to the Complaints Lead using the contact information below.

Contact Details for Complaints

  • Role: The Complaints Lead (Pharmacy Manager)
  • Address: Broadstone Village Pharmacy, 192c Lower Blandford Rd, Broadstone, Poole,
    Broadstone BH18 8DP

3. Information Required

To help us investigate and resolve your complaint quickly, please provide the following details:

  1. Your full name and contact information (address, phone number, and email).
  2. A clear description of the issue, including where and when it happened.
  3. The names of any staff members involved (if known).
  4. What outcome you are seeking to resolve the complaint (e.g., apology, correction of service, explanation).

4. Our Complaints Procedure

We aim to handle all complaints in line with professional standards and NHS requirements (where applicable).

A. Acknowledgement

We will acknowledge receipt of your formal written or verbal complaint within 3 working days of receiving it. The acknowledgment will confirm who is dealing with the complaint and the expected timescale for a full response.

B. Investigation

The Complaints Lead will thoroughly investigate the matter. This involves reviewing records, speaking to the staff involved, and gathering all necessary information. If the complaint involves clinical matters, we may need to consult with a relevant professional.

C. Response

We aim to send a full written response to your complaint within [Insert Response Timeframe - SUGGESTION: 10 working days, with a maximum of 20 working days for complex cases] of the date we received it.

  • If we cannot complete the investigation within this timeframe, we will write to you to explain the reason for the delay and give you a revised expected date for the full response.
  • The final response will include a summary of the findings, conclusions, and any actions taken by the pharmacy to prevent a recurrence.

5. Taking Your Complaint Further (External Bodies)

If you are not satisfied with the outcome of your complaint, or if you do not wish to deal directly with the pharmacy, you have the option to refer your complaint to an external independent body.

A. Complaints about NHS Services (e.g., dispensing, prescription checks)

If your complaint relates to a service we provide on behalf of the NHS, you can contact the following bodies:

  • NHS England: For concerns about primary care services.
    • Contact: You can contact NHS England’s Customer Contact Centre by phone at 0300 311 22 33, or by email/post (please refer to the NHS England website for the most current contact information).
  • The Parliamentary and Health Service Ombudsman (PHSO): If you remain dissatisfied after receiving the final response from us or NHS England.
    • Contact: You can call 0345 015 4033 or visit their website at www.ombudsman.org.uk.

B. Complaints about Private Services or Professional Conduct

If your complaint relates to private pharmacy services or the professional conduct of a pharmacist or pharmacy technician, you may contact the relevant professional regulator:

  • General Pharmaceutical Council (GPhC):
    • Website: www.pharmacyregulation.org (Look for the "Report a Concern" section.)

6. Confidentiality

All complaints will be handled with strict confidentiality and in accordance with our Privacy Policy. Information about your complaint will only be shared with those who need to know to conduct a thorough investigation and resolve the matter.

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