We aim to provide a first class service to our patients and customers. We would love to hear from you on how we can improve our service and any comments you may have on our service.
We value your comments on how things are running and hope you will us what you like about our pharmacy and also any issues you may have.
Our aim is to deal with any complaint that has arisen as quickly as possible and to respond within a reasonable period. We will acknowledge all complaints within three working days.
When we look into your complaint we will:
- Give you the opportunity to discuss your complaint and what you would like to happen next.
- Discuss and agree a timescale for a response to be sent to you.
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with those concerned if you would like this.
- Make sure you receive an apology where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Complaints are treated confidentially. However it may be necessary for the pharmacist and staff to discuss confidential information. We will only do this when it is necessary for us to be able to investigate the complaint.
We ask you to make your comments or complaint as soon as possible after the event so we are able to investigate fully. When you are complaining about an NHS service guidelines state that the complaint should be made as soon as possible and within 12 months of the date of the incident or the date of discovering the problem.
It may be possible to investigate complaints beyond these time limits and should you have a complaint that you would like us to investigate outside of these time periods, we would ask you to discuss this with our complaints manager to decide if it would be appropriate to investigate further.
It helps us to follow up your suggestion, complaint or comment if it is in writing but if you prefer to speak to someone, please ring 0114 272 7676 and ask to speak to the duty pharmacist. All our contact details can be found on the contact us page
.What if I am complaining on behalf of someone else?
We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so and that they are aware that their confidential medical information may be shared with you, and so we will need their consent.
Sometimes people are unable to give their consent due to physical or mental incapacity and in these circumstances a representative can make a complaint for them. We will respond to the complaint unless we think that the representative is not acting in the best interests of the patient.
Children can make complaints. If a child is unable to make a complaint themselves or if they would prefer someone else to make the complaint on their behalf, the complaint can be made by a suitable representative. Getting help with making a complaint
We hope you will feel able to raise your concerns with us directly.
However, if you don’t want to contact the pharmacy directly you can raise your concerns by contacting the Sheffield Patient Services Team (previously known as P.A.L.S.). They will try to resolve your concerns or tell you how to make a formal complaint if you wish to do so. Telephone: 0114 271 2400. Email: email@example.com
Complaints can also be made to NHS England:
- By Post: NHS England, PO Box 16738, Redditch. B97 9PT
- By E-mail: firstname.lastname@example.org (Please state ‘For the attention of the complaints team’ in the subject line).
- By Phone: 0300 311 22 33 (Monday – Friday, 8am to 6pm, excluding Bank Holidays).
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 via telephone: 0808 802 3000, fax: 0114 253 673 or e-mail: email@example.com