Complaints Procedure

1. Objectives

This pharmacy has a positive attitude to receiving suggestions, comments and complaints from patients and customers. We aim to provide a clear explanation for any concerns raised and to use feedback constructively to improve the services we provide.

The pharmacy complaints procedure aims to:

• Provide the fullest possible opportunity for investigation and resolution of complaints in a manner that satisfies the complainant while being fair to staff;
• Ensure prompt acknowledgement and timely resolution of complaints;
• Focus on learning and service improvement rather than apportioning blame;
• Ensure patients and customers are aware of how to make a complaint, suggestionor compliment; and
• Encourage staff and pharmacists to listen openly and respond appropriately to feedback.
  

2. Roles and responsibilities

All staff and pharmacists are expected to be receptive to complaints and comments and to assist with their investigation where required.

The pharmacy owner has designated Ahmed N. Amin as the complaints manager, who has overall responsibility for ensuring that complaints are handled appropriately, fairly and in line with this procedure.

3. Informing patients how to complain

Patients and customers will be informed of how to make a complaint through:

• By email, via complaints@weightless.co.uk
• Verbally, over the telephone
• In person, where staff will explain how comments, suggestions and complaints may be made if requested

4. Who may make a complaint

A complaint may be made by:

• A patient or customer who has received services from the pharmacy; or
• Any person who is affected by, or likely to be affected by, the action, omission ordecision of the pharmacy.

5. Complaints made by representatives

A representative may make a complaint on behalf of a patient where the patient:

• has died;
• is a child;
• is unable, due to physical or mental incapacity, to make the complaint themselves; or
• has given consent for the representative to act on their behalf.

The pharmacy must be satisfied that the representative is authorised to act on behalf of the patient before discussing confidential information. Evidence of patient consent will normally be required unless the patient is unable to provide consent.

Where a complaint is made on behalf of a child or a person who lacks mental capacity, the complaints manager must be satisfied that the complaint is being made in the best interests of that individual. If this is not believed to be the case, the representative will be informed in writing with reasons why the complaint will not be considered.

6. Immediate health or safety concerns

In all cases, the pharmacy will first ensure that any immediate health or safety needs are addressed and that urgent action is taken where necessary before progressing the complaint.

7. Confidentiality

All complaints will be handled confidentially. Information will only be shared with those who need to be involved in investigating or responding to the complaint, and only to the extent necessary to do so.

8. Timescales for handling complaints

The complaints manager will normally discuss with the complainant how the complaint will be handled and the expected response timescale. If the complainant does not wish to discuss this, they will be informed in writing of the response period.

9. Receiving verbal complaints

Staff will listen carefully to concerns raised verbally and, where possible, attempt to resolve them immediately. Complainants will be encouraged to explain their concerns fully and openly.

If a verbal complaint is resolved to the complainant’s satisfaction by no later than the next working day, the formal written complaints procedure will not be required.

However, if the complainant wishes the complaint to be handled formally, it may be made verbally, in writing or electronically. All complaints will be referred to the complaints manager as soon as practicable.

10. Receiving written or electronic complaints

All written or electronic complaints will be passed to the complaints manager. Where the complainant is not the patient, the complaints manager will consider whether patient consent is required before investigating the complaint.

11. Acknowledging a complaint

All complaints will be acknowledged within three working days of receipt. The acknowledgement will confirm that the complaint has been received and explain how it will be handled.

12. Investigating a complaint

The complaints manager will oversee the investigation and make all necessary enquiries, which may include discussions with the complainant, pharmacists and other staff members. Notes will be kept of all investigations and findings.

Where appropriate, the complainant may be invited to attend a meeting as part of the investigation and may bring a relative, friend or representative if they wish.

12. Resolving a complaint

At the conclusion of the investigation, the pharmacy owner will provide a written response to the complainant, which will include:

• an explanation of how the complaint was investigated and considered;
• the conclusions reached and any findings;
• details of any remedial or corrective actions taken or proposed; and
• information about the complainant’s right to escalate the matter to the General Pharmaceutical Council (GPhC) if the concern relates to professional standards, conduct or patient safety.

13. Escalating a complaint to the General Pharmaceutical Council (GPhC)

If a complainant remains dissatisfied after completion of the pharmacy’s internal complaints procedure, or if the complaint relates to concerns about professional conduct, competence, fitness to practise or patient safety, the complainant may raise their concerns with the General Pharmaceutical Council (GPhC).

The GPhC is the independent regulator for pharmacies, pharmacists and pharmacy technicians in Great Britain. The GPhC does not investigate customer service issues but considers concerns where professional standards or patient safety may be at risk.

Information on how to raise a concern is available directly from the GPhC.

14. Recording complaints

The pharmacy will maintain a secure complaints record, including details of:

• the nature of the complaint;
• investigations undertaken;
• correspondence and responses; and
• any actions taken as a result.

Records will be retained in accordance with governance and data protection requirements.

15. Time limits for accepting complaints

The pharmacy will normally investigate complaints made within 12 months of the incident occurring, or within 12 months of the complainant becoming aware of the issue.

Where a complaint is received outside this timeframe, the complaints manager will decide whether it is still reasonable and possible to investigate. If the complaint is not accepted, the complainant will be informed in writing with reasons for the decision.

16. Complaints and staff discipline

The purpose of this complaints procedure is to provide explanations and improve services. Where a complaint identifies concerns that require disciplinary action, this will be addressed separately under the pharmacy’s disciplinary procedures.

17. Monitoring and learning from complaints

The complaints manager and pharmacy owner will review complaints regularly to identify trends and learning opportunities. Feedback from complaints will be used to improve services, processes and patient safety.

18. Conclusion

The pharmacy encourages all patients and customers to provide suggestions, comments and complaints as part of our commitment to continuous improvement.

Complaints will be handled respectfully, fairly and without confrontation, and confidentiality will be maintained at all times. Only those staff who need to be involved will be made aware of a complaint.

Our aim is to provide the highest possible standard of service and to resolve concerns promptly and professionally.