Patient Complaints
We safely care for thousands of patients each month. Enhancing your wellbeing and providing high-quality clinical care are our top priorities. We’re always here to support you and answer your questions – so please do not hesitate to get in touch if you would like to raise a concern.
You can also pop us a message using our contact form if you have a general query.
Get in touch with us
The best way to resolve a problem is to get in touch with us directly. We’ll address your concerns and put things right wherever we can, or direct you to other services who may be able to support you.
Find our addresses and phone numbers to give your site a call, or write to us.
Select ‘complaints’ on our contact form. We’ll acknowledge your message within 48 hours.
Send an email straight to our directors. We’ll acknowledge your message within 48 hours.
Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.
Complaints should be made within 12 months of the incident in question, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.
It’s important for us to resolve any outstanding issues and improve for next time. Our process will involve:
- We’ll acknowledge your complaint within 48 hours of receiving it;
- We will resolve any outstanding issues as soon as possible – usually within one or two days;
- We will then investigate the complaint – this may involve talking to staff members involved, reviewing any clinical data, or CCTV footage as required;
- A full written response will be provided within 28 days of your complaint being made.
The Patient Advice & Liaison Service (PALS)
In the unlikely event you remain unsatisfied with our response, or would like further support, you can reach out to PALS.
The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.
PALS can provide information about the NHS complaints procedure, including how to get independent help if you want to make a complaint. PALS also helps to improve the NHS by listening to your concerns and suggestions. Find out more about PALS and how to contact your local branch via the link below.
Contact NHS England
NHS England is the commissioner for our primary care Pharmacy services, which means that this organisation pays us for the service or care you receive. Complaining to the commissioner may be the right option if you are not comfortable complaining directly to your healthcare provider, or if you feel this is not appropriate. You can complain to NHS England via email, post, or telephone. Find out more about complaining to NHS England on their webpage, linked below.
More ways we can support you.
Private COVID-19 Vaccination Service
Ear Health & Wax Removal
Prescription Delivery
Stop Smoking Service
NHS Pharmacy First Service
