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Complaints Procedure

Patient Information

Our commitment to you
At GoPrescribe Online Prescribing Clinic, we are committed to providing the highest standard of care. If something has not met your expectations, we want to hear from you so we can put it right. All complaints are handled confidentially and with respect.

Our designated Complaints Manager is Hamza Ali Khan, who will handle your complaint from start to finish.

Complaints should normally be made within 12 months of the incident or of becoming aware that something went wrong.

HOW TO MAKE A COMPLAINT

1

Get in Touch with Us

You can raise a complaint in person at the pharmacy, by phone, or in writing. We will always treat you with respect and courtesy. A written record will be made of any verbal complaint and a copy provided to you.

2

We Acknowledge Your Complaint within 3 working days

We will send you a written acknowledgement and offer to discuss your complaint at a time that suits you. This will clarify how your complaint will be handled, the expected timescales, and confirm your named contact throughout the process.

3

We Investigate aim: 10 working days

Our Complaints Manager will carry out a thorough investigation, which may include speaking with staff involved. We will keep you informed of progress. A full written response will be sent within 6 months of receiving your complaint.

4

We Respond in Writing

You will receive a written response signed by our Responsible Person, explaining how your complaint was considered, the conclusions reached, and any steps we are taking to improve our service. All identified actions will be implemented promptly.

HOW TO MAKE A COMPLAINT

IN PERSON OR BY POST
GoPrescribe Online Prescribing Clinic
Frenchwood Pharmacy, 1 Ruskin Street, PR1 4NA

ONLINE
GoPrescribe Online Prescribing Clinic
Email – Pharmacy.fpr78@nhs.net
Complaints Manager: Hamza Ali Khan