Pharmacy comments, suggestions and complaints procedure

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Help Us Serve You Better

Your feedback is important to us. We invite you to share your thoughts about the services you receive at our pharmacy. Whether you have comments, suggestions, or concerns, we would love to hear from you.

We welcome all feedback-positive or negative-as it helps us improve and ensures we continue to provide the highest standard of care. If you have ideas on how we can enhance our services, please let us know.

If you wish to make a complaint, please be assured that we follow the NHS complaints procedure, which meets all national standards. Your concerns will be handled promptly, professionally, and confidentially.

Thank you for helping us to serve you better. Please contact us with your feedback today.

How to make a complaint

First Stage

Inform our Complaints Team

Our Complaints Team will validate and forward your complaint onto the pharmacy linked to your consultation. In most cases, complaints are handled successfully during this stage.

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Escalation Route

If you are unhappy with how your complaint has been handled, you can contact the Parliamentary & Health Service Ombudsman to review your complaint.

Post: Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Email: phso.enquiries@ombudsman.org.uk

Telephone: 0345 015 4033

Complaints Policy for My Local Surgery Ltd

1. Purpose and Scope

At My Local Surgery Ltd, we are committed to delivering high-quality services and ensuring patient satisfaction. This complaints policy is designed to handle and resolve any concerns raised in a professional, transparent, and timely manner. It aligns with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and NHS standards, applying to all services offered by My Local Surgery Ltd.

2. Roles and responsibilities

Responsible Person

The Responsible Person ensures compliance with this policy and oversees necessary actions resulting from complaint investigations. This role is fulfilled by the Chief Executive Officer or a designated senior leader within My Local Surgery Ltd.

Complaints Manager

The Complaints Manager is responsible for managing all complaints, including recording, investigating, and resolving them in line with legal and procedural standards. This person serves as the key point of contact for complainants and ensures effective communication throughout the process.

3. How Complaints Can Be Made

Complaints may be submitted by any individual affected by our services, or by an authorised representative in cases where the individual is unable to act on their own behalf. Complaints can be submitted through the following methods:

In Writing (by letter): Complaints can be addressed to the Complaints Manager at the company’s registered address: My Local Surgery, Old Poultry Shed Farley Lane, Braishfield, Romsey, England, SO51 0QL

Or, electronically (via the dedicated complaints form on this page, our contact form or the chat function on our website).

4. Timeframes for Acknowledgment and Resolution

• Acknowledgment: Complaints will be acknowledged within three working days. Where possible, an initial discussion regarding complaint handling and resolution timeframes will be offered.

• Resolution: Investigations and resolutions will be completed within six months of receipt unless an extension is necessary. If so, the complainant will be informed and provided with an explanation.

5. Steps for Investigating Complaints

1. Initial Review
• The Complaints Manager will conduct an initial assessment of the complaint, confirming any immediate actions required.

2. Detailed Investigation
•Communication with all relevant parties will be established, including complainants, staff, and other stakeholders, to gather information.
• Relevant records and evidence will be reviewed.

3. Finalisation
• Findings will be documented, and actions to address the complaint will be determined.

6. Communication with the Complainant

Complainants will be kept informed throughout the process, including updates on investigation progress. Communications will be delivered in a professional and respectful manner, ensuring full transparency

7. Final Response and Escalation

Final Response
• A detailed written response will be issued, summarising the investigation, findings, and actions taken.
• Details of the complainant’s right to escalate will be included.

Escalation
• If the complainant is dissatisfied with the handling or outcome, they may contact the Parliamentary and Health Service Ombudsman (PHSO) through the following channels:
  • Website: www.ombudsman.org.uk
  • Phone: 0345 015 4033
  • Email: phso.enquiries@ombudsman.org.uk
  • Address: Millbank Tower, Millbank, London SW1P 4QP

8. Record-Keeping and Annual Reporting

• Records
  • Detailed records of each complaint will be maintained, documenting the nature of complaints, investigation details, outcomes, and subsequent actions. These records will be securely retained for six years.

• Annual Reporting
  • A summary of complaints will be compiled annually, including the number of complaints received, their nature, and actions taken. The report will be made publicly available upon request and submitted to the relevant NHS bodies.

9. Publicity and Accessibility

We aim to make this policy accessible and transparent by:

• Publishing it on our website.
• Displaying summaries in public areas at our locations.
• Including policy information in patient leaflets and communications.

Our team values and encourages feedback to continually improve services and resolve issues effectively.

Review and Updates

This policy will be reviewed every year or as required to ensure it remains aligned with NHS regulations and best practices.

Contact for Complaints:
Complaints Manager
My Local Surgery Ltd
Old Poultry Shed,
Farley Lane,
Braishfield,
Romsey,
England
SO51 0QL

Thank you for helping us improve our service.
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