Complaints Procedure

Last updated: May 2025

At PHARMHT LTD T/A Solent Pharmacy, we are committed to delivering the highest standards of service and patient care. We welcome feedback, including complaints, as they help us improve the services we offer to the community.

1. Our Commitment

We aim to resolve complaints locally wherever possible and at the point they arise. All complaints will be handled seriously, fairly, and promptly. We will maintain confidentiality throughout the process and only share information with those who need to know. We will investigate complaints thoroughly and use findings to improve our services.

2. How to Make a Complaint

You can make a complaint in the following ways:

In person: ask to speak with the Responsible Pharmacist or Manager at Solent Pharmacy.
By telephone: call us on 02381 229024.
In writing: write to Complaints Manager, Solent Pharmacy, 9 St James Road, Southampton, SO15 5FB.

Please include as much information as possible, including:

Your name, address, and contact details.
A description of what happened and when.
The names of any staff members involved, if known.
How you would like us to resolve the issue, if applicable.

3. Who Can Make a Complaint

You can complain on your own behalf. You can also complain on behalf of someone else if you have their written consent, or if you are their legal guardian, next of kin, or have power of attorney. Proof may be required.

4. Time Limits for Making a Complaint

Please raise your complaint as soon as possible. Generally, complaints should be made within 12 months of the event, or from the date you became aware of the issue. We may still consider complaints made after this time if there is a valid reason for the delay.

5. How We Handle Complaints

Acknowledgement: we will acknowledge your complaint in writing or by phone within 3 working days of receipt.
Investigation: a full investigation will be conducted by the Complaints Manager or a senior staff member.
Response: we aim to respond fully within 20 working days. If the investigation takes longer, we will keep you informed of progress.
Outcome: we will provide a clear explanation of what happened, the findings of our investigation, and any action we will take to remedy the situation or prevent it from happening again.

6. If You Are Not Satisfied

If you are unhappy with our response or the handling of your complaint, you can contact NHS England at NHS England, PO Box 16738, Redditch, B97 9PT. Telephone: 0300 311 22 33. Email: england.contactus@nhs.net, stating “For the attention of the complaints team”.

7. Confidentiality

Your complaint will be handled confidentially, and your privacy will be respected at all times. Details will only be shared with those directly involved in the investigation and resolution process.

8. Learning from Complaints

We are committed to learning from complaints and will use them to:

Review and improve internal processes.
Enhance staff training.
Deliver better services to all patients and customers.