Complaints Policy

At MyPharmacyServices, we are committed to providing high-quality healthcare services. If you are not satisfied with any aspect of your experience, we encourage you to let us know so we can improve our services and address any concerns effectively.

1. What is a Complaint?

A complaint is any oral or written expression of dissatisfaction with our service, clinical advice, or any aspect of your interaction with MyPharmacyServices.

2. How to Make a Complaint

You or your representative can make a complaint using any of the following methods:

Our team is here to support you throughout the complaints process if you need any assistance. We can also provide information in alternative formats upon request.

For more detailed information about how we handle complaints, please check our full Complaints Policy and Procedure here (PDF).

3. What Happens Next?

  • Acknowledgement: We will confirm receipt of your complaint within 2 working days.
  • Investigation: Your complaint will be reviewed by our complaints lead, who may consult relevant clinical records and staff.
  • Response: You will receive a written response within 20 working days. If delays occur, we will provide a progress update and final reply within 5 working days after the investigation concludes.

4. If You are Still Not Satisfied

You may escalate your complaint to:

5. Complaints on Behalf of Others

If you’re submitting a complaint on behalf of someone else, written consent will be required unless the person is unable to provide it due to illness or incapacity. Confidentiality will always be respected.

6. Record Keeping

All complaints are logged in our Complaints Register and retained for a minimum of 5 years. Data includes dates, names, nature of complaint, actions taken, and outcomes.

7. Commitment to Improvement

We regularly review complaint data to identify trends, risks, and learning opportunities. We share the outcomes with staff and use them to improve patient care.