At Botanical Health Dispensary, we are committed to delivering safe, effective, and patient-centred care. We aim to provide every patient with a positive experience, but we recognise that sometimes things may not go as expected. We welcome complaints, concerns, and feedback as opportunities to learn and improve our services.
This procedure explains how patients, carers, or representatives can raise a concern, how we handle complaints, and what you can expect from us. Our complaints process is aligned with the standards set by the General Pharmaceutical Council (GPhC).
1. How to Raise a Complaint
a. Speak With a Team Member
If an issue arises during your visit or interaction with us, please speak to a member of our pharmacy team. Many concerns can be resolved quickly and informally.
b. Contact Us by Email or Phone
If you prefer, you can contact our Patient Support team:
Email: info@botanicalhealthdispensary.co.uk
Phone: 01926 859232
Please include your name, patient ID (if applicable), and details of your concern.
c. Submit a Written Complaint
For more formal complaints, we ask that they be submitted in writing by email or via our online contact form. Written complaints help ensure we capture all details accurately.
2. Information to Include in Your Complaint
To help us investigate your concern effectively, please include:
A description of the issue
Relevant details (dates, staff involved, specific events)
Any steps you have already taken
How the issue has affected you
Any supporting documents, if available
3. What Happens After You Submit a Complaint
a. Acknowledgement
We will acknowledge receipt of your complaint within 2 business days. If needed, we may request additional information to fully understand your concerns.
b. Investigation
Your complaint will be investigated promptly, fairly, and objectively by an appropriate member of our management team. This process may include:
Reviewing relevant records or documentation
Speaking with staff involved
Assessing whether standards, procedures, or protocols were followed
c. Response & Resolution
We aim to provide a full response within 10 working days. If the investigation requires more time, we will inform you of the delay and provide updated timescales.
Our response will outline:
The findings of our investigation
Any actions taken or planned
Any service improvements implemented as a result of your complaint
d. Escalation
If you remain dissatisfied with the outcome, you can request a further review by a Senior Manager or Responsible Pharmacist.
If, after internal review, you still feel your complaint has not been handled appropriately, you may escalate it externally:
General Pharmaceutical Council (GPhC) Website: www.pharmacyregulation.org (For concerns regarding patient safety, professionalism, or regulatory breaches)
4. Confidentiality
All complaints are handled in accordance with the Data Protection Act 2018 and our internal confidentiality procedures. Only staff who need access to the information to resolve the complaint will be involved.
5. Learning & Service Improvement
Botanical Health Dispensary views complaints as opportunities to reflect, learn, and improve. We routinely review complaint trends and outcomes to enhance:
Patient safety
Quality of care
Customer experience
Staff training and procedures
6. Availability of This Procedure
This Complaints Procedure is available:
On request in-store
On our website
In accessible formats if required