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Consulting: Pharmacy Complaints Process. BreakingNationalNews Main Website:

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Due to the ongoing pressures of the COVID-19 epidemic, the Department of Health and Human Services (DHSC) has recently shown some flexibility in the NHS grievance procedure.

Under the terms of service provision, community pharmacy contractors must respond to grievances, according to Local Government Social Services և NHS Complaints of 2009. Regulations: They were stopped in the early stages of last year’s outbreak.

In response to the current epidemic, DHSC recently noted that in some cases it may take longer to respond to a complaint, deeming it permissible to exceed the normally required six months. However, if contractors can respond to complaints properly, they should.

DHSC recommends that relevant organizations, including contractors, should:

  • Ensure that patients և the public are still able to raise concerns or grievances, but that in each case the expectation of an investigation and response is governed.
  • Continue to receive complaints within three business days, in accordance with the regulations, to consider whether there are immediate patient safety issues that need to be addressed, then և acted as usual և registered, subject to recognition.
  • Pay special attention to the complainants who have been affected by the ceasefire, which came into force in 2020. From April 1 to June 30 (it is possible that their complaint was received by April 1, 2020 or paused). ,

This advice is valid from February 1 to April 30, 2021.


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