Our standard Procedure:

 

1. Wherever possible, your concerns will be resolved immediately and effectively at branch level. If this is not possible, the team will provide you with the necessary contact information to escalate your complaint to the company’s Complaints Officer.

 

2. Our staff do not admit liability, speculate or allocate blame whilst initially discussing the complaint. The complainant will be informed that the matter will be investigated thoroughly and, if appropriate, how the investigation will take place.

 

3. Upon receipt of the complaint, the complaint will be recorded on the Company Complaints Register, allocating a unique reference number and recording all relevant details.

 

4. Written acknowledgement will typically be issued within 3-5 working days, advising the complainant that an investigation has commenced and providing expected timescales.

 

5. The investigation may include reviewing PMRs, prescriptions, SOPs, CCTV, audit trails, delivery records, witness statements, consultation records and speaking with staff members or members of the public involved.

 

6. If an immediate patient safety concern is identified, urgent action will be taken to protect the patient(s) before the investigation concludes.

 

7. A full written response will normally be provided within 20 working days of receiving the complaint. Where investigations require additional time, the complainant will be updated accordingly. Responses are expected to include an explanation of findings, an apology where appropriate, corrective actions taken, and measures introduced to prevent recurrence.

 

8. All complaint documentation is retained securely in accordance with GDPR and Company Record Retention procedures.

 

9. If the complainant remains dissatisfied following the Company’s final response, they should be advised of any appropriate external escalation routes applicable to their complaint.