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, you can escalate your concerns by writing to the Director of Pharmacy and Quality requesting further investigation and 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:
You can call the Care Quality Commission (CQC) directly on 03000 616 161 or email enquiries@cqc.org.uk, or the Care Inspectorate (in Scotland) on 0345 600 9527 or email enquiries@careinspectorate.com. Both can provide advice and support on quality of care and safety issues. If you are an independent patient, the final stage of the complaints process is managed by ISCAS (Independent Sector Complaints Adjudication Service).
www.iscas.org.uk
For NHS patients please visit the following websites:
www.ombudsman.org.uk (England and Wales)
www.spso.org.uk (Scotland)
