Complaints procedure

If something has gone wrong, we want to hear about it. This page explains how to complain, what we will do, and where to go if you are still not satisfied.

We welcome feedback

Most concerns can be sorted out quickly if you tell us at the time. Speaking to a member of our team on the day is often the fastest way to put something right.

We treat every complaint seriously and in confidence. Complaining will never affect the care you get from us, and you will not be treated differently for raising a concern.

How to complain

You can complain in whichever way suits you:

• In person — ask to speak to the pharmacist at 521–523 Clarkston Road, Muirend, Glasgow, G44 3PN
• By phone — 0141 637 2014
• In writing — Superintendent Pharmacist, Muirend Pharmacy, 521–523 Clarkston Road, Muirend, Glasgow, G44 3PN
• Online — through our contact page

It helps if you can tell us what happened, when it happened, who was involved, and what you would like us to do about it. If you need help putting your complaint together, or you would like it in another format, tell us and we will help.

Complaining for someone else

You can complain on behalf of another person. Because their information is confidential, we will normally need their written consent before we can discuss their care with you. If they cannot give consent, tell us and we will explain what we need.

Time limits

Please complain as soon as you can. For NHS services, the NHS Scotland complaints procedure normally expects a complaint within six months of the event, or within six months of you becoming aware of it, and in any case within twelve months of the event itself. We can look at a complaint made later where there is a good reason for the delay.

Who handles complaints

Complaints are handled by our Superintendent Pharmacist, James McKeever.

If your complaint is about James McKeever personally, please say so and mark your letter or message for the attention of the pharmacy owner. It will be passed to an independent pharmacist who was not involved, so that it is looked at fairly.

What happens next

We follow the two-stage approach used across NHS Scotland.

Stage 1 — early resolution

For straightforward concerns we aim to sort things out on the spot, or within five working days. If it needs longer, or you would prefer a formal investigation, we move to Stage 2.

Stage 2 — investigation

1. We acknowledge your complaint within 3 working days and confirm what we have understood it to be, so you can correct us if we have it wrong.
2. We investigate — we look at what happened, review the relevant records, and speak to the staff involved.
3. We give you a full written response within 20 working days. If we genuinely need longer, we will tell you why and agree a new date with you.
4. We tell you the outcome — what we found, whether things went wrong, an apology where one is owed, and what we are changing so it does not happen again. We will also tell you how to take it further if you are still unhappy.

Complaints and their outcomes are recorded and reviewed by the Superintendent Pharmacist, and we use them to improve the way we work.

If you are not satisfied

Where you go next depends on what your complaint is about.

NHS services — NHS Greater Glasgow and Clyde

For NHS-funded care such as Pharmacy First Scotland, Pharmacy First Plus, NHS vaccinations or the dispensing of an NHS prescription, you can raise your complaint with the health board's complaints team at any point — you do not have to come to us first, although it is usually quicker if you do.

• Website: nhsggc.scot — making a complaint

NHS services — Scottish Public Services Ombudsman

The SPSO is the final stage for complaints about NHS services in Scotland. You need to have completed the NHS complaints procedure first, and you should normally contact them within twelve months of becoming aware of the problem.

• Website: spso.org.uk
• Freephone: 0800 377 7330
• Post: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS

The SPSO can only look at NHS services. It cannot investigate complaints about private treatment.

Private services

For a private service — such as our travel clinic, private vaccinations, weight management or a private prescription — the SPSO does not apply. Please raise it with us first. If we cannot resolve it, you can take a concern about professional conduct or pharmacy standards to the GPhC, and you keep your rights under consumer law.

Professional conduct and pharmacy standards — GPhC

The General Pharmaceutical Council regulates pharmacists, pharmacy technicians and pharmacy premises in Great Britain. Raise a concern with the GPhC if you believe a pharmacy professional is not fit to practise, or that our premises do not meet the required standards.

• Website: pharmacyregulation.org — raise a concern
• Phone: 020 3713 8000

The GPhC looks at whether professional standards have been met. It cannot award you compensation, and it will normally expect you to have complained to the pharmacy first.

How we handled your personal data — ICO

If your complaint is specifically about how we have handled your personal information, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. See our privacy policy for more.

Free, independent help

The Patient Advice and Support Service (PASS) gives free, confidential and independent advice to anyone making a complaint about NHS care in Scotland. It is delivered by the Citizens Advice network and is separate from the NHS.

• Website: cas.org.uk/pass
• Or contact your local Citizens Advice Bureau

Confidentiality

Your complaint is kept separate from your clinical record and is handled in confidence. We will not share it outside the pharmacy without your consent, unless we are required to by law or by our regulator, or where there is a serious risk to someone's safety.

We keep a record of complaints and how they were resolved, as our professional standards require. See our privacy policy for how long we keep it.

Urgent clinical concerns

A complaint is not the right route for something that needs immediate attention. If you are worried about your health right now, call us on 0141 637 2014, contact NHS 24 on 111, or call 999 in an emergency.