If you are unhappy with the service we provide, we would ask to initially discuss the matter with the person who dealt with you or ask to speak to the duty manager in the hope that we can resolve the issue there and then.

If we are unable to resolve the issue informally, we would ask you to contact our complaints manager for a full investigation. The complaints manager for Wicker Pharmacy is Martin Bennett who can be contacted either by post at Wicker Pharmacy, 55-67 Wicker, Sheffield. S3 8HT, or by telephone on 0114 272 7676.

All complaints will be treated with the appropriate confidence. The pharmacy will only discuss confidential information to the extent it is necessary to resolve the complaint.

We will acknowledge your complaint in writing within 3 working days and look into your complaint and respond within 10 working days. Our aim is to find out what happened, talk to all parties concerned, to make it possible for you to discuss the problem with those concerned and to identify what we can do to make sure the problem does not happen again.

Please remember that due to the rules of confidentiality, if you are complaining on behalf of someone else, then we need to know that you have their permission to do so. A note signed by the patient will be needed. We appreciate in some cases this may not be possible – for example, a young child or where the person is unable to by reason of physical or mental incapacity. In these cases we need to be satisfied that there are reasonable grounds for the complaint being made by the representative instead of the person and that it is in the best interests of that person. If we are not satisfied this is the case, we will notify you of this in writing, giving reasons.

Complaints need to be made within 12 months of the date on which the matter occurred or came to the attention of the complainant.

Positive comments acknowledge the hard work of our staff and highlight areas of strength within our pharmacy, so please let us know when we get it right! Compliments can be made either informally in person or you can write to Martin Bennett, Managing Director, Wicker Pharmacy, 55-67 Wicker, Sheffield. S3 8HT. Tel: 0114 272 7676.

Getting help with making a complaint

NHS patients can talk to the Sheffield Patient Services Team (previously known as PALS) or the complaints manager at NHS Sheffield (the local Primary Care Trust). You can also contact NHS Direct on 0845 46 47.

The Complaints & Compliments Office - NHS Sheffield:
722 Prince of Wales Road, Sheffield. S9 4EU.
Tel: 0114 305 1094, e-mail: complaints@sheffieldpct.nhs.uk.

Patient Services Team
Royal Hallamshire Hospital, Glossop Road, Sheffield. S10 2JF
Tel: 0114 271 2400, e-mail: pst@sth.nhs.uk, web: www.sheffield.nhs.uk/pals.

An independent complaints advocacy service (ICAS) is available to provide advice and support to those who wish to complain about the NHS. They can be contacted on 0300 345 8349.