Giving feedback

We take great care to provide a professional, high-quality service. However, if for any reason something does go wrong, our Patient Services Team will be able to help. Feedback from patients is crucial in helping us provide the best quality care and service.

We would like to hear from you at any time with your concerns, suggestions or comments – favourable or otherwise.

Making a complaint

If you’re unhappy with the service you have received and wish to make a complaint, please contact our Patient Services Team in the first instance. Your complaint will be logged and investigated in line with our complaints policy. If appropriate, we will let you know the outcome of the investigation and any actions taken.

You can also make a complaint by writing to our Quality and Governance Department:

LloydsPharmacy Clinical Homecare
Quality and Governance Department
Scimitar Park
Roydon Road
Harlow
Essex
CM19 5GU

If you’re still unhappy

In the event that you are not satisfied with our response to your complaint please follow the instructions provided in our letter to request a further investigation, explaining why you are unhappy with the response you have received.

Your complaint and its initial investigation will then be reviewed and the findings of the investigation will be communicated to you. If you continue to be dissatisfied with the result of our investigation, you can raise your concerns with the following organisations:

England and Wales

www.ombudsman.org.uk OR Telephone 0345 015 4033

Scotland

www.spso.org.uk OR Telephone 0800 377 7330

Northern Ireland

If patients are not satisfied, then they are also encouraged to use their HSCNI Complaints Procedure via their local NHS trust. http://online.hscni.net/other-hsc-organisations/