Complaints Procedure
As healthcare professionals we are committed to doing the right thing for you
What is important to you, matters to us and we are dedicated to delivering on our promises to you
We will treat you with consideration, care and respect
There may be occasions when our service may not meet your expectations
In order to improve our service, we welcome and value your comments, complaints and compliments
If you need to complain:
Please speak to our Pharmacist Manager in the first instance and they will try and resolve your issue.
This can be done in writing or calling the pharmacy.
If you feel that you cannot speak to the pharmacy, you can raise your concern with the Pharmacy Superintendent by emailing emjad@medi-hub.co.uk
You must raise the complaint within 12 months of the incident
We will respond by:
Acknowledging your complaint within 3 working days of receiving it
You will receive a full response within 30 working days, or as specified by your local Health Board
Our aim is to:
Understand what caused your concern
Identify the cause of the issue
Rectify the situation
Prevent the situation from occurring again
In case your complaint is not resolved
If you have followed the process outlined above, but still feel your complaint is not resolved, you can take this matter further
Please see the process below and contact details for NHS Wales
Wales
Write to your local Health Board, details of which can be found at www.wales.nhs.uk
Alternatively, if you would like an independent review, write to the
Public Services Ombudsman for Wales – 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ or call 0300 790 0203
