Objectives:

1. Provide thorough investigation and fair resolution of complaints, ensuring patient satisfaction.
2. Respond quickly to complaints and focus on resolving them efficiently.
3. Use feedback to improve services rather than blame staff.
4. Ensure patients know how to raise complaints, suggestions, or compliments.
5. Encourage open communication from staff with those raising concerns.

Roles and Responsibilities:

• Staff and Pharmacists: All staff will be trained to listen and handle complaints or comments. They should assist in resolving issues quickly, whenever possible.
• Complaints Manager (Ahmed N. Amin): Oversees all complaints, ensuring that they are handled properly.

How to Make a Complaint:

• Through Email: Complaints can be sent to complaints@hairyanimal.co.uk.
• Verbally: Complaints can also be made over the phone or in person, where staff will explain the process.
• Via Patient’s Representative: A representative can file a complaint on behalf of a patient under certain circumstances (e.g., if the patient is a minor or cannot make the complaint due to health reasons).

Immediate Health Needs:

The pharmacy ensures that the patient’s health needs are prioritized before investigating the complaint.

Confidentiality:

Complainants’ confidentiality will be maintained. Information will only be shared when necessary to address the complaint.

Complaint Resolution Timelines:

• Acknowledge complaints within three working days.
• Investigate complaints thoroughly and provide a response promptly, explaining how the complaint was addressed and any actions taken.
• If necessary, the complainant will be informed about their right to escalate the complaint.

Handling of Complaints:

• Verbal Complaints: Staff will try to resolve the issue immediately, but formal procedures can be followed if the complainant desires.
• Written Complaints: These are passed to the Complaints Manager, who may seek patient consent if the complainant is not the patient.

Investigation and Resolution:

The Complaints Manager will lead investigations, which may include interviews with the complainant, pharmacy staff, and others. The outcome of the investigation will be documented, and the complainant will be informed of the results.

Recording and Time Limits:

• Complaints must generally be filed within 12 months of the issue occurring or being noticed.
• Complaints will be recorded, including investigation notes, actions taken, and any resolutions.

Escalating Complaints:

If you are not satisfied with how your complaint has been handled or resolved, you have the right to escalate your complaint to the General Pharmaceutical Council (GPhC).

• How to Contact GPhC:
  • By Email: You can email them at complaints@pharmacyregulation.org.
  • By Phone: Call 020 3713 8000 for assistance.
  • Website: Visit their website at www.pharmacyregulation.org for more information on the complaints procedure and to submit a complaint online.

The GPhC will investigate the matter independently and help ensure that professional standards are maintained.

Monitoring and Annual Reports:

The pharmacy will track complaints and use them to improve services. An annual report will summarize complaint trends and any improvements made.

Conclusion:

The pharmacy’s goal is to offer the best possible service and continually improve through feedback. Complaints are seen as opportunities for growth, and they will be addressed promptly, confidentially, and with care. If you feel your concerns have not been resolved adequately, you are encouraged to contact the GPhC for further support.