Tell us
Share your name, order or patient reference, what happened and the resolution you would like.
LISTENING, LEARNING, IMPROVINGTell us when
Tell us when
something isn’t right.
We want concerns handled clearly, respectfully and without affecting your care. Here is the route the demonstration proposes.
FIRST RESPONSEStart with the patient care team.Include what happened, when it happened and the outcome you are seeking. Avoid ordinary email for sensitive ID or clinical photographs.
A SIMPLE THREE-STAGE ROUTE
How your concern is handled
This prototype wording must be aligned with the pharmacy’s approved complaints procedure and escalation bodies before launch.
We investigate
An appropriate team member reviews the record, audit history and relevant communications while keeping access controlled.
Written response
You receive a clear outcome, any corrective action and information about the approved escalation route if you remain dissatisfied.
Urgent safety concerns
If your concern involves an immediate medical emergency, call 999. For urgent medical advice use NHS 111. Side effects can also be reported through the secure patient dashboard.