NHS complaints procedures
NHS complaints procedures
All contractors should have arrangements in place for the handling of complaints under the National Health Service (Pharmaceutical and Local Pharmaceutical Services) Regulations and national equivalents.
These arrangements cover dealing with complaints efficiently, ensuring they are properly investigated and appropriate action taken, treating complainants with respect and courtesy, providing timely and appropriate responses and keeping complainants informed of any outcomes. The provisions governing complaints in the four nations of the UK may be slightly different and are reviewed and refreshed from time to time. Further detail on national schemes is available from the national negotiating bodies.
Regulations refresher
It helps to keep up to date with consumer rights legislation, in particular the Consumer Protection from Unfair Trading Regulations 2008, the Consumer Rights Act 2015 and the Price Marking Order 2004. The following websites are good places to start:
As of October 2022, pharmacies are no longer required to carry out a Patient Satisfaction Survey as part of their terms of service, but if you find them beneficial, there is no reason why you cannot continue to offer them.