Complaints Policy
Your Pharmacy Hub aims to provide high-quality healthcare services for all of our customers, but we realise that sometimes we don’t always get things right. All complaints will be treated with dignity, and respect and are investigated thoroughly. Whilst we endeavour to get things right the first time, complaints give us the opportunity to reflect on our practice and improve.
During the process of investigating complaints, we may need to share confidential information with another healthcare professional, for example, your GP. Please be rest assured that confidential information will not be shared with a third party without your explicit consent. If you wish to make a complaint you can reach us in one of the following ways:
- Phone: 02089384693 (Mon-Fri 09:00-17:00)
- Email: Use the form below
- Post: Pharmac Hub Ltd
- Pentax House South Hill Avenue, South Harrow, Harrow, England, HA2 0DU
Our NHS Complaints Policy
If your complaint is about an NHS service, for example dispensing NHS prescriptions we will acknowledge your complaint within 3 working days. Your complaint will be
dealt with in a timely fashion and this will usually be within 20 working days, but no more than 40 working days. We will always offer an apology, where it is appropriate and above all attempt to resolve the issue to your satisfaction. A working day is classed as Monday – Friday during standard office hours and excludes Bank Holidays and acknowledgement of receipt may be by phone, email or letter. Investigations (where appropriate) will normally be undertaken by the manager with oversight from the Superintendent’s team. Records will be maintained and stored securely so that we can learn from any feedback provided.
If we cannot resolve the problem to your satisfaction, or you are unsatisfied with how your complaint was handled you can escalate your complaint to your local Integrated
Care Board or the Ombudsman. Details of who to contact can be found here:
- Find your local integrated care board (ICB) - NHS (www.nhs.uk)
- Additional Contact Details: NHS England
- Web: https://www.england.nhs.uk/contact-us/complaint/
- Phone: 0300 3112233
- Email:england.contactus@nhs.net stating “For the attention of the complaints team” in the subject
Post:
NHS England
PO Box 16738
Redditch
B97 9PT
The Ombudsman
Web: www.ombudsman.org.uk
Phone: 0345 0154033
Email:phso.enquiries@ombudsman.org.uk
Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
