Each pharmacy contractor must prepare an annual report for each year, ending 31 March, which must:
- specify the number of complaints which the pharmacy contractor received
- specify the number of complaints which the pharmacy contractor decided were well-founded
- specify the number of complaints which the pharmacy contractor has been informed have been referred to the Health Service Commissioner to consider under the 1993 Act
- the subject matter of complaints that the pharmacy contractor received
- any matters of general importance arising out of those complaints, or the way in which the complaints were handled
- any matters where action has been or is to be taken to improve services as a consequence of those complaints.
The annual report must be available to any person on request.
The pharmacy contractor must also send a copy of its annual report to the local NHS Team as soon as reasonably practicable after the end of the year to which the report relates.
Send to: firstname.lastname@example.org
To assist pharmacies, PSNC has prepared a template summary of complaints, which can be used as an index of complaints as they are received and closed. All the information necessary to produce the annual report can then be collated from this summary at the end of each year.
Local NHS Teams may ask pharmacies to produce evidence during monitoring visits, that they are complying with the complaints regulations. Producing the summary of complaints, with collated copies of the complaints regulations will provide evidence, but the detail on these forms contains sensitive personal information about the complainant so should not be disclosed unless the complainant has consented. If the local NHS Team has decided to investigate a complaint made to it, then disclosure of the information in the pharmacy’s complaint record may be appropriate.