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How are we doing?

We’re always looking to provide the very best treatment in your home. Tell us how you think we’re doing.

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Talk to us today and find out how we can help you

If you’re a patient, carer, clinician or business partner, and you’re looking for more information we are here to support you.

If you have any questions, please take a look at our frequently asked questions. But you might prefer to contact us directly. If so, we have a friendly team member on hand ready to address your concerns.

Email

Please email us at enquiries@LPclinicalhomecare.co.uk and we’ll direct your enquiry straight to the relevant team.

By phone

See telephone numbers below.

Homecare patients

Call our Patient Services Team:
0345 2636 123*
Monday to Friday 8.00am – 6.00pm

HPN and ERT Team
0800 035 5678
Monday to Friday 8.00am – 6.00pm

Cardiology/ PAH Team
0800 090 2056
Monday to Friday 8.00am – 6.00pm

If you’re calling in Scotland:
0345 2636 135*
Monday to Friday 8.00am – 6.00pm

Out of hours:
0800 326 5465 or 0345 2636 115*
Monday to Sunday 6:00pm – 8:00am

*Calls to 0345 numbers are charged at the standard rate. Calls may be recorded and may be monitored.

Patient Support Programme (PSP) patients

Rebif – 0800 783 4660

Saizen – 0800 389 8060

Mavenclad – 0800 731 7376

Fertility – 0800 011 3511

Who should I contact if I wish to make a complaint?

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: