Comments and Complaints

Every year we undertake an annual patient survey to enable our patients to provide valuable feedback on the services we provide. The survey, undertaken by all community pharmacies in England, is called the Community Pharmacy Patient Questionnaire. The report of our survey results allows us to identify the areas where we are performing most strongly, the areas for improvement and the actions required to address issues raised by respondents. Our results for  2018/19 are provided here

If at any time the service you receive from us falls below your expectations, please talk in the first instance to the pharmacist on duty. 01722 442786 or customercare@sarum-pharmacy.co.uk. If you feel the issue is unresolved you may also ask to be put in touch with Phil Harris (our Superintendent Pharmacist) though this may not be a same day response.

If you remain dissatisfied you can contact NHS England, PO Box 16738, Redditch, B97 9PT / england.contactus@nhs.net. If your complaint is specifically about a specific pharmacist’s fitness to practise i.e. the skills, knowledge, character and health they must have to do their job safely and effectively you can contact the General Pharmaceutical Council. They can offer advice on matters they will and won’t deal with.

Niggles that you feel fall short of a complaint are welcome too, to see if we can improve our service, as are compliments to tell us we are doing something right.

We cannot help with the issuing of your actual prescriptions by your GP, with any errors, omissions or delay in that process and we cannot begin dispensing your prescription until we receive it (save for exceptional circumstances)

Further advice on handling (compliments or) complaints on any NHS service in Wiltshire is available from PALS Complaints and PALS Manager, NHS Wiltshire Clinical Commissioning Group, Southgate House, Pans Lane, Devizes, Wiltshire, SN10 5EQ 0300 123 2103 , WCCG.complaintsandpals@nhs.net

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