Feedback/Complaints

Feedback helps us improve the quality of our work.

You can give good or bad feedback by telling us about it. For example, you can speak to one of our team by emailing us at ahwlpc@gmail.com or phoning the office on 01386 897529.

If you are unhappy with your LPC, it is worthwhile discussing your concerns early on and we may be able to sort the issue out quickly. Most problems can be dealt with at this stage.

You can make a complaint about us if you’re not happy or have concerns about:

• decisions made by Community Pharmacy Arden or Community Pharmacy Herefordshire & Worcestershire or our Collaboration Community Pharmacy Arden Herefordshire & Worcestershire

• the advice you’ve been given

• how you’ve been treated

• because you’ve had difficulty getting in contact

Your LPC also has powers to consider any complaint made by any pharmacy contractor against another pharmacy contractor involving any question of the efficiency of the Pharmaceutical Services as empowered by Regulations.

You may wish to refer to the LPC’s constitution to help you decide to make a complaint, or not.

If you want to complain about us and/or your LPC, you should contact us and say you want to complain. You can complain in different ways:

• You can contact us and say you want to complain
  Telephone: 01386 897529
  Email: ahwlpc@gmail.com
  (Please put Complaint in the subject line)
• You can contact the LPC member who represents you on the LPC (this is most likely to be CCA, AIMp or independent member depending on your sector of community pharmacy), or you can also contact your network lead.  A list of the LPC Members can be found here.
• You can contact the CEO of your LPC or Chair of your committee, as appropriate. Their names are published on the Members Page.

We will:

• Do our best to acknowledge receipt of every complaint by e-mail within 24 working hours of it being received by us. Note that complaints received on a Friday, over a weekend or on a Bank Holiday may not be acknowledged until the next working day.

• Identify a time frame that is both short and achievable for us to provide a more substantive response to your problem. We expect to be able to provide a response to most complaints within 28 calendar days of receipt.

Our chief executive officer, and/or appropriate LPC chair or governance lead will probably offer to talk through your problem informally instead of starting a formal complaint process.

Talking through your problem might be quicker.

If you don’t want to talk informally or it doesn’t help, we will deal with your problem as a formal complaint.