Provide the fullest possible opportunity for investigation and resolution of a complaint, that satisfies the person while being scrupulously fair to staff;
Ensure prompt response and quick resolution of complaints;
Focus on making improvements in service delivery in response to suggestions, compliments and complaints rather than apportioning blame;
Ensure that patients are aware of how to make a suggestion or complaint or pass on a compliment;
Encourage staff and pharmacists to listen and talk with those who have a complaint or compliment.
Roles and Responsibilities
All staff and pharmacists will be prepared to receive complaints and comments from patients and customers and to assist with investigating complaints. In addition, Anna Pharmacy has designated Amit Patel as the Complaints Manager, who has overall responsibility for dealing with complaints.
A complaint may be made by a patient or any person who is affected by or likely to be affected by the action, omission or decision of Anna Pharmacy offerings.
A representative can make the complaint where the affected person has died; is a child; is unable by reason of physical or mental incapacity to make the complaint himself; or has requested the representative to act on his behalf.
We must be sure, when discussing a patient’s treatment with a third party, that the person is authorised to speak on behalf of the patient, so that we do not breach confidentiality. Generally, therefore, we will require evidence of the consent of the patient, unless circumstances are such that the patient cannot give consent (such as a young child, or a person who does not have the mental capacity to give consent).
In the case of a patient or person affected who has died or who is incapable of making the complaint himself, the representative must be a relative or other person who, in the opinion of the complaints manager, had or has a sufficient interest in his welfare and is a suitable person to act as a representative. If the complaints manager is of the opinion that a representative does or did not have a sufficient interest in the person’s welfare or is unsuitable to act as a representative, he must notify that person in writing, stating his reasons.
In the case of a child, the representative must be a parent, guardian or other adult who has care of the child. Where the child is in the care of a local authority or a voluntary organisation, the representative must be a person authorised by the local authority or the voluntary organisation.
When a complaint is received orally or in writing, the complaints manager will send an acknowledgement within two working days. The complainant will be advised of how long it will take to investigate and respond. This will normally be within 25 working days. If it takes longer, the patient will be kept informed of progress.