As of the 1st of April, the law on how complaints relating to NHS services are handled is changing. This extends to include many community pharmacy services, such as dispensing, minor ailments and smoking cessation to name but a few. In preparation for this change, CPS have produced a number of materials which will support you with understanding what is required, training staff and making the day-to-day administration of this as straightforward as possible for your teams.
In essence, the new procedure aims to standardise the experience when making a complaint, and to encourage us to see complaints as a valuable opportunity to improve practice where possible. It also places requirements on contractors to submit data on complaints received to their Health Board at quarterly intervals, which will be reliant on capturing more information from the complainant than has previously been asked for. By using our materials, you can be sure that you are legally complaint with the new regulations.
The documents provided can be split into two categories:
If you have any questions, please contact Adam, Policy and Development Pharmacist
Downloadable support materials:
Complaints Handling Procedure
Public Facing Complaints Handling Procedure
Self Assessment of Compliance
Acknowledgement of Complaint
Investigation Extension Letter
Investigation Report Covering Letter
Record of Complaint
Report of Investigation into Complaint
Statements for Quarterly and Annual Reporting Periods