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Dispensing Centre

Dispensing Centre complaints and comments procedure aims to:

  • Provide the fullest possible opportunity for investigation and resolution
  • Ensure prompt response and quick resolution
  • Focus on making improvements in service delivery in response to suggestions, compliments and complaints
  • Ensure that patients are aware of how to make a suggestion or complaint or pass on a compliment

Roles and Responsibilities
All staff and pharmacists will be prepared to receive complaints and comments from patients and customers and to assist with investigating complaints.

Patient consent
A complaint may be made by a patient or any person who is affected by or likely to be affected by the action, omission or decision of Dispensing Centre contractor.

A representative can make the complaint on behalf of a person in certain circumstances that will be fairly determined by Dispensing Centre.

We must be sure, when discussing a patient’s treatment with a third party, that the person is authorised to speak on behalf of the patient, so that we do not breach confidentiality. Therefore, we will require evidence of the consent of the patient, unless circumstances are such that the patient cannot give consent. In the case of a child, the representative must be a parent, guardian or other adult person who has care of the child.

Timescale for resolving a complaint
Dispensing Centre will in normal circumstances investigate and respond to a complaint within 25 working days.

Receiving letters of complaint
These will be passed to Dispensing Centre complaints manager. If the complainant is not the patient, Dispensing Centre complaints manager will consider whether it is appropriate to require the consent of the patient in order to investigate the complaint.

Investigating a complaint
Dispensing Centre complaints manager will oversee the investigation of a complaint. The complaints manager will make all necessary inquiries such as interviews with the complainant, pharmacists and members of staff. The complaints manager will keep notes of all these interviews using a complaint interview form

Resolving a complaint
Dispensing Centre will offer an apology, if appropriate and aim to give the complainant a full explanation. If appropriate the complainant will be invited to Dispensing Centre to discuss the complaint. Dispensing Centre will invite them to bring a relative, a friend or someone from the ICAS with them, if they want to.

At the end of the process Dispensing Centre will write to the complainant providing an explanation and offering an apology, if appropriate. This letter will advise the complainant that, if they are still not satisfied they can complain to the Healthcare Commission.

If a complainant cannot be satisfied, Dispensing Centre will try to identify why and try to find ways to resolve the complaint. If a resolution is not possible Dispensing Centre will advise the complainant in writing that they may seek assistance from the local ICAS or may make a complaint to the Healthcare Commission.

You may also complain or give feedback to the local ICB:

By post:

Complaints Team
NHS Coventry and Warwickshire Integrated Care Board
Westgate House
Warwick
CV34 4DE

By email: cwicb.complaints@nhs.net

By telephone: 024 7652 6815 (ask to speak to the Complaints Team)

If you are making a complaint, please state: ‘For the attention of the complaints team’ in the subject line.

Complaining to NHS England

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to:

NHS England,

PO Box 16738,

Redditch,

B97 9PT,

By email to:england.contactus@nhs.net

If you are making a complaint please state: ‘For theattention of the complaints team’ in the subject line.By telephone: 0300 311 22 33

British Sign Language (BSL): If you use BSL, you can to talk to us via a video call to a BSL interpreter. Visit NHS England’s BSL Service.

Our opening hours are: 8am to 6pm Monday to Friday,except Wednesdays when we open at the later time of9.30am.

Complaints and discipline The complaints procedure is about giving explanations and making improvements. If as a result of a complaint it is necessary to discipline a member of staff, the disciplinary procedure will be used.

Please contact us on 0800 804 4404 or by emailing info@dispensingcentre.co.uk



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Unit G5, Little Heath Industrial Estate, Old Church Road
Coventry
West Midlands
CV6 7ND

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02475 260 666
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9423475
Premises GPhC Number:
9011612
Superintendent Pharmacist
Navinder Hayre (2063782)
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