Complaints
At Wood End Health Care Group, we promote the highest standards of care and quality. Whilst we hope that there is never a need to make a complaint, if you are in any way dissatisfied with any aspect of the service you have received from us you should write to the particular branch in the first instance.
Wood End Pharmacy
(Erdington, Birmingham)
103 Wood End Rd,
Erdington, Birmingham,
B24 8NT
e: pharmacy.fkd45@nhs.net
Waterloo Pharmacy
(Burton on Trent)
172 Waterloo St,
Burton-on-Trent,
DE14 2NQ
e: pharmacy.fhf60@nhs.net
Windmill Pharmacy
(Lytham St. Annes)
Lytham Primary Care
Centre, Warton St, Lytham Saint Annes
FY8 5EE
e: pharmacy.ft396@nhs.net
Ossett Pharmacy
(Kingsway, West Yorkshire)
Ossett Health Village,
Kingsway, Ossett, West Yorkshire,
WF5 8DF
e: pharmacy.ft396@nhs.net
Complaints Procedure
At Wood End Healthcare Group, we are committed to providing outstanding service across all our branches. We value your feedback and take all complaints seriously, as they help us improve our services and enhance your experience. If you are ever dissatisfied with any aspect of our service, please let us know so we can address your concerns promptly and effectively.
How to Raise a Complaint
In Person
If you are visiting any of our branches, please ask to speak to the pharmacist on duty. Our team will listen to your concerns and aim to resolve the issue as quickly as possible.
By Phone
You can call your local branch during business hours - click here to see your local branch contact details. Our staff will guide you through the complaints process and ensure your concerns are addressed.
By Email
If you prefer to write to us, please email your local branch - click here to see your local branch contact details. Include as much detail as possible, along with your contact information, the branch and date you visited, so we can respond appropriately.
Acknowledging Your Complaint
We will acknowledge your complaint within 2–3 working days.
- If you raise your concern in person or by phone, we will do our best to assist you immediately.
- For complaints received by email, we will do our best to send an acknowledgment confirming receipt.
Investigation and Resolution
Information Gathering:
- To resolve your complaint effectively, we may need to gather further details. Our team will work to fully understand the circumstances and, if necessary, may request additional information from you.
Timelines:
- We aim to investigate and resolve complaints within 2–3 weeks. For more complex matters, we will keep you updated on our progress and provide an estimated resolution timeframe.
Communication:
- We will maintain open communication throughout the process, updating you by your preferred method – phone, email, or in person.
Resolution:
- Once we have completed our investigation, we will propose a suitable resolution. This may include an apology, corrective action, or other reasonable steps to address your concerns. We will discuss this with you and seek your agreement before taking further action.
Escalation
If you are not satisfied with the outcome or handling of your complaint, you may request escalation. In this case, your complaint will be reviewed by a senior member of our team who was not involved in the initial investigation.
You also have the right to refer your complaint to an external body for independent review. The following organisations can assist:
General Pharmaceutical Council (GPhC)
Level 14, 1 Cabot Square, London, E14 4QJ
www.pharmacyregulation.org
Parliamentary and Health Service Ombudsman
Citygate, Mosley Street, Manchester, M2 3HQ
Complaints helpline: 0345 015 4033
Email: phso_enquiries@ombudsman.org.uk
NHS England
PO Box 16738, Redditch, B97 9PT
Email: england.contactus@nhs.net
Phone: 0300 311 22 33
Website: https://www.england.nhs.uk/contact-us/
These organisations provide independent advice and support if you feel your complaint has not been resolved to your satisfaction.
Learning and Improvement
At Wood End Pharmacy, we view every complaint as an opportunity to learn and enhance the quality of our services across all four branches. Each complaint is carefully reviewed and analysed to identify any underlying issues or trends. This helps us implement changes and measures to prevent similar concerns from arising in the future.
We genuinely appreciate your feedback and the time you take to share your concerns. Your satisfaction is important to us, and we are committed to addressing any issues promptly and professionally. Thank you for choosing Wood End Pharmacy.
Please note: This document serves as a general guide to our complaints procedure and may be subject to change.
