Here at Newton Pharmacy we pride ourselves in providing high quality care to all of our patients. We would like to have your feedback on our service, whether it be bad or good. The feedback provided is important to us as this helps us improve the service provided to our patients. If we have failed to provide the high quality care that we strive to or you are unhappy with the service you have received from us, then please raise a complaint where this will be welcomed to help us improve our service going forward.

 

As required by the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, we are required to publish how many complaints we received. For the financial year 2024-2025 we received a total of 0 complaints. Please contact the pharmacy via 01476 852752 for further information.  ​

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How can I raise a complaint? 

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​You can raise a complaint by emailing info@newton-pharmacy.co.uk or writing a letter and sending it to "FAO Superintendent Pharmacist, Newton Pharmacy, Unit 10 Chandlers Yard, Greyfriars, Grantham, Lincolnshire, NG31 6PG", outlining what has happened and your contact details. Within your complaint, please include as much detail as possible. 

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We aim to acknowledge all complaints within 3 working days and respond to them within 20 working days of receiving the complaint. 

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Our goal is to find out what has happened, discuss the complaint with parties concerned if possible and identify how to rectify the problem. If we are at fault, we shall issue a written or verbal apology on behalf of the organisation.

 

Due to General Data Protection Regulations (GDPR), if you are issuing a complaint on behalf of someone else, you will need their written permission. In exceptional circumstances, it may not be possible to obtain this permission, so in these cases the Superintendent Pharmacist will need to be satisfied that there are reasonable grounds for the complaint being made by a representative and that it is in the best interests of the patient. If we are not satisfied that this is the case, we will notify you in writing, outlining the reasons why.
 

What can I expect from raising a complaint? 

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When raising a complaint, you can expect your complaint to be:

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• Kept confidential 

• Treated fairly and with respect 

• Looked into fully by a member of our team and have a response within 20 days of submitting the complaint 

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If you find that the response given does not meet your expectations, this can be escalated to our regulator, the General Pharmaceutical Council. We reserve the right to not consider a complaint that is made more than 12 calendar months after you have become aware of the complaint cause. This may be amended at the discretion of the Superintendent Pharmacist. 

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Complaints about a specific NHS service

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You can complain about a specific NHS service using the above procedure, whereby the pharmacy will seek to investigate and resolve these complaints in conjunction with another body. We will obtain consent from the complainant before proceeding. Alternatively, if you would like to complain directly to the commissioner of the NHS service that you received, the following details should be used to contact the Lincolnshire Integrated Care Board (ICB):

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Telephone: 01522 309299

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E-mail: LICB.feedbacklincolnshireicb@nhs.net

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By Post: NHS Lincolnshire Integrated Care Board, Complaints and Customer Care Team, Bridge House, The Point, Lions Way, Sleaford NG34 8GG.

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Confidentiality

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When submitting a complaint directly to us, the General Pharmaceutical Council or the ICB, they will be treated in a confidential manner. 

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Policy Review and Responsibility

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The complaints policy is reviewed periodically by Joseph Costello-Dunn (Superintendent Pharmacist) to ensure that it meets the needs of our patients and various legislative and best practice requirements. 

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This complaints procedure is not to be used by staff or contractors working with or for Newton Pharmacy, whereby the internal complaints and grievance policy should be used. 

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This complaints procedure is about giving explanations and making improvements to the service we provide to our patients. If as a result of the investigation, it is deemed necessary to discipline a member of staff, the disciplinary procedure will be used.

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Approved by: Joseph Costello-Dunn (Superintendent Pharmacist)

Date Authored: 22nd August 2024

Date of Review: 22nd August 2026 

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