Rapha Delivery Pharmacy aims to provide high-quality healthcare services for all of our customers, but we realise that sometimes we don’t always get things right.
All complaints will be treated with dignity, respect and are investigated thoroughly, and whilst we endeavour to get things right the first time complaints give us the opportunity to reflect on our practice and improve.
During the process of investigating complaints, we may need to share confidential information with another healthcare professional, for example, your GP. Please be rest assured that confidential information will not be shared with a third party without your explicit consent.
If you wish to make a complaint you can find reach us in one of the following ways:
Phone: 074 157 34262
Email: [email protected]
Post: Unit 2a Forge Business Centre, Diss, IP22 1AP
Our NHS Complaints Policy
If your complaint is about an NHS service, for example dispensing NHS prescriptions we will acknowledge your complaint within 3 working days. Your complaint will be dealt with in a timely fashion and this will usually be within 20 working days, but no more than 40 working days.
We will always offer an apology, where it is appropriate, and above all attempt to resolve the issue to your satisfaction.
A working day is classed as Monday – Friday during standard office hours and excludes Bank Holidays and acknowledgement of receipt maybe by phone, email or letter.
Investigations (where appropriate) will normally be undertaken by the area manager with oversight from the Superintendent’s team. Records will be maintained and stored securely so that we can learn from any feedback provided.
If we cannot resolve the problem to your satisfaction, or you are unsatisfied with how your complaint was handled you can escalate your complaint to your local primary care organisation or the Ombudsman.
NHS England
Web: https://www.england.nhs.uk/contact-us/complaint/
Phone: 0300 3112233
Email: [email protected] stating “For the attention of the complaints team” in the subject
Post:
NHS England
PO Box 16738
Redditch
B97 9PT
The Ombudsman
Web: www.ombudsman.org.uk
Phone: 0345 0154033
Email: [email protected]
Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
NHS Scotland
Web: www.scot.nhs.uk
The Scottish Public Services Ombudsman
Web: www.spso.org.uk/spso
Phone: 0800 377 7330
Post:
The Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS
