This procedure explains how a concern about Pharma Available services can be raised, investigated, answered and escalated.
Our Approach
Complaints should be handled fairly, respectfully, confidentially and without affecting a person’s right to appropriate care or service.
Feedback may be used to improve systems and reduce recurring problems.
What Can Be Complained About
A complaint may concern website access, accounts, bookings, communication, delays, consultations, delivery, privacy, accessibility, staff conduct, service administration or a previous response.
Raising a Complaint
Complaints should be submitted through the designated complaints route on the website and should explain what happened, when it occurred and the outcome requested.
Only information necessary for the investigation should be included.
Helpful Information
Relevant references, dates, a clear description, supporting evidence and the requested resolution can help the review.
Acknowledgement and Investigation
A complaint should be acknowledged within a reasonable period.
An appropriate person should review relevant records, obtain necessary information and consider professional, operational, legal and regulatory requirements.
Response
The outcome should explain what was reviewed, the findings, any action taken and the next available step.
Possible remedies may include an explanation, apology, correction, refund where appropriate, process improvement or staff learning.
Timeframes
Straightforward complaints should be handled as soon as reasonably possible.
Complex matters may take longer where clinical review, delivery investigation, third-party evidence or safeguarding input is required.
Clinical and Third-Party Complaints
Clinical concerns should be reviewed by a suitably qualified professional where practicable.
Where another provider is involved, relevant information may be shared so the issue can be investigated.
Privacy and Fair Treatment
Complaint information should be used only for investigation, response, improvement, legal duties and regulation.
A person should not be treated unfairly for making a genuine complaint.
Review, Escalation and Learning
An internal review may be requested through the designated complaints route.
Where applicable, unresolved concerns may be raised with an appropriate regulator, ombudsman or dispute-resolution body.
Complaint trends should be reviewed for improvement.