Comments & Complaints
We aim to provide good services for our patients and customers
We would like to hear your comments, your suggestions or your
complaints so that we can try to make improvements. We value
your comments on how things are running and hope that you will tell us what you like about Hard To Find Medicines and also any complaints you may have.
Our aim is to deal with any complaint that has arisen as quickly
as possible and to respond within 20 working days.
Your complaint will be thoroughly investigated and we seek to
come to a mutual understanding of what has gone wrong and of any action that may be needed to put things right.
Complaints are treated confidentially. However it may be
necessary for the pharmacist and staff to discuss confidential
information. They will only do this as far as is necessary to
investigate the complaint.
We ask you to make comments or complaints as soon as possible after the event, so that it is possible to investigate. Normally this will be within a few days of the event happening. The NHS advises us to use the following guidelines when considering whether to deal with a complaint relating to NHS services.
Complaints should be made as soon as possible after an event and they will normally be made:
within 6 months of the date of the incident that caused the problem or within 6 months of the date of discovering the problem
It may be possible to investigate complaints beyond these time limits, but as time passes, the ability to recall events or to obtain documents might mean that investigation would not be beneficial. If you think you have a complaint that you would like us to investigate, about an incident some time ago, please discuss it with the manager, who can decide whether it will be appropriate to investigate
Getting help with making a complaint
NHS patients can talk to the complaints manager at the local Primary Care Trust (PCT).
You can also contact NHS Direct on 08 45 46 47.
Windsor Ascot and Maidenhead PCT, King Edward Vll Hospital,
St Leonard's Road, Windsor, Berkshire SL4 3DP
Should the complaint relate to NHS treatment, and the complainant be unhappy with the local
resolution they can request an independent review from the Healthcare commission.
Healthcare Commission, Freepost NAT18958, Complaints Investigation Team, Manchester M1 9XZ
It helps us to follow up your suggestion, complaint or comment if it is in writing, we have supplied
a form for your use, but you do not have to use this form if you prefer to set out your complaint in your own way or speak to someone.