We welcome any general comments about our services and any suggestions in which we can improve our services to you.

Criteria 

  • Our complaints procedure will be confidentially managed
  • Our complaints manager will investigate all complaints
  • In the event of a complaint being directed against the complaints manager, it will be referred to our Medical Director
  • In the event of complaint please refer to our complaint’s procedure
  • Complaints will be acknowledged within 7 working days via email  
  • An explanation will be provided within 28 days
  • We record all complaints within our quality management system 

Procedure 

  • In the event of a complaint email info@pharmaceutra.co.uk and enter ‘complaints’ as the title of your email
  • If required, an interview will be set up at a convenient time to hear the complaint in full
  • A family member/carer may liaise with the complaints manager on behalf of the complainant with a valid written authority
  • if you are not satisfied with our outcome complainant can approach to a higher authority if necessary 

Investigation 

  • An Internal investigation will be carried out with due diligence with a root cause analysis conducted
  • Corrective and preventative actions will be put in place

Response 

  • The findings will be discussed locally within the organisation
  • Where possible, a response will be sent within 28 days
  • If an investigation is not completed within 28 days, an explanation of the delay will be sent, and a full response made within seven days of a conclusion being reached
  • If further investigation or discussion is necessary, the person who complained will be given further information on how to pursue the matter through the appropriate authorities
  • A team member may be suspended pending investigation
  • All complaints will be audited annually or earlier as required