Dear Member,

As part of our ongoing commitment to support you in maintaining the highest service standards, we would like to help you prepare for the annual complaint audit process required by the NHS.

It's common to encounter a situation where you might initially believe there have been zero complaints over the year. However, to ensure thoroughness in your audit submission, here are a few steps you might consider:

• Review Your Communications: Search through your emails for the word “complaints” to confirm that you haven't overlooked any past issues.
• Check Online Feedback: Look at any poor reviews on your Google review page that might be relevant.
• NHS Pharmacy Profile: Visit your NHS pharmacy profile to review any pertinent feedback there.
• Reflect on Verbal Feedback: Consider any verbal comments you’ve received, such as those regarding out-of-stock medications or specific brand requests—common issues in many pharmacies.

It is acceptable to report a few complaints if they have been appropriately addressed or communicated to the patient. Please remember the NHS area teams typically do not conduct detailed reviews of these submissions. The intent of the audit is more about ensuring processes are followed rather than penalising pharmacies for the complaints themselves.

While there is no specific deadline for this submission, we recommend you complete this task by the 30th of April to remain within a practical timeframe after the year-end.

Please consider this a routine check rather than a punitive measure. Our goal is to keep our standards high and our practices transparent. If you have any questions or require further assistance, please get in touch with us.

Sincerely

The PharmaPlus Team