COMPLAINTS POLICY & PROCEDURE

Medina Chemist aims to provide high quality services which meet our patients needs. We encourage comments on our services and welcome suggestions for improving them.

We recognise there may be occasions when someone may feel that the quality of service provided does not meet their expectation. We welcome this feedback and encourage staff to do their best to ensure that positive changes are made such that the complaint does not arise again in the future from that person or any other person in the same position.

We will try to resolve concerns on an informal basis although we aim to record all concerns as part of the process to continuously improve our services.

Our staff may treat any concern expressed by a patient, a family member, carer or any other stakeholder as an item to be recorded in the log and used as a mechanism by which to improve services and, to this end, staff may ask for more information about the complaint or comment made.

When the person making the comment or complaint wishes a formal approach to be taken (i.e. they understand that they are making a complaint under this procedure) and they would like a response to their concern, we will follow the process set out below. Our staff will encourage our patients and other stakeholders to make their comments and complaints official (whether verbally or in writing/email) in order to make sure that all genuine concerns are properly investigated. However, we will review every concern expressed internally, even where the person expressing it does not wish it to be formally investigated and does not require written feedback in order to assess what adjustments may have to be made to our services.

Medina Chemist Complaints Procedure

Complaints can be made verbally, in a letter or email. The Medina Chemist

‘Complaints Form’ may also be used, which is available from the Medina Chemist.

Complaints can be made directly to any member of staff or directly to the Manager.

If posted to the Medina Chemist, the envelope containing the complaint should be marked ‘Strictly Private & Confidential’.

We request that complaints contain as much detail as possible, including the complainants ideal outcome.