We do our best to always give each of our patients professional and caring service. If something does go wrong, however, we will always try our very best to put things right for you at the earliest opportunity.
If you feel that you have not received a satisfactory service from us, please feel free to contact us and let us know where we went wrong. We will endeavour to contact you within two working days of receiving your message.
There may be, on occasion, a time where a patient wishes to comment or complain about the service they have received from us. In such instances, patients and users of our service may wish to escalate their concerns and make a formal complaint with us. Pharma Heath has a written complaints policy; in such instances where we receive a formal complaint, we aim to respond to it within seven working days of receiving them. To make a formal complaint please go to the contact us page.
Please note that the length of an investigation will vary depending on the nature of the complaint and staff personnel involved. We hope to review all complaints in accordance with our complaints policy.
After the complaint is fully investigated we hope to formally write to you with a detailed outcome of the investigation. We will also follow up internally with the staff involved to make sure we learn and improve our processes to avoid similar situations repeating again.
In cases where you are not satisfied with the process or outcome of the investigation, we will provide you with information where you can go and get independent help and advice.
Lastly, we value any patient feedback on our services, whether positive or negative. If you have time we will greatly appreciate you leaving some feedback or suggestions on Trustpilot, or by directly contacting us via our contact us page. Your feedback will help us improve the services we provide to all our patients and users.
You may choose to give feedback related to our service by contacting the Care Quality Commission (CQC) who are the regulatory body. This can be done by visiting their website (www.cqc.org.uk) or by telephone on 03000 616161. Alternatively, you can contact them in writing at Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.