At HMS Pharmacy we aim to put the patient first and pride ourselves on delivering first class care to the community. Unfortunately if you have experienced a poor service from us, or feel the need to lodge a complaint, we kindly refer you to our official complaints procedure. To ensure that your matter is resolved with speed and care please follow the complaints procedure in sequence.
Stage 1: Local Resolution
Please direct all complaints directly to HMS Pharmacy. You may contact us via telephone or write to us. Our contact details are as follows:
31 HIGH STREET
Telephone :01509 215 217
We will aim to contact within 20 days of receiving your complaint to see how best it can be resolved.
Stage 2: Contact NHS England
If your matter is not resolved during the Local Resolution stage, the next step is to contact NHS England. You may write to NHS England at:
PO Box 16738
You may mail or email you complaint to ‘email@example.com’. Please state: ‘For the attention of the complaints manager’ in the subject line to ensure your complaint is handled by the appropriate department.
You may telephone NHS England on 0300 311 2233, Monday to Friday 8am to 6pm, excluding English Bank Holidays.
Stage 3: Ombudsman
If you are not content with the outcome of Stage 2, the next step is to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint and see how it has been handled. The contact details are as follows:
The Parliamentary and Health Service Ombudsman
Telephone: 03450 154033
The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service.
The Parliamentary and Health Service Ombudsman (or Health Service Commissioner for England) has the same powers as a court of law. NHS England therefore has a legal duty to co-operate fully with any inquiry or investigation that the PHSO carries out in relation to a complaint and to provide any relevant documents.
If you are unhappy with the Ombudsman’s decision, you can appeal directly to the PHSO. Details of how to do this can be found on the PHSO’s website. Once the Ombudsman or one of their senior staff has considered the complaint and sent a response, their decision is final. They will acknowledge any further correspondence but unless you raise new issues that they consider significant, they will not send further replies.