NHS Complaints Procedure & Chaperone Policy

At Queensway Chemist, we strive to provide the highest standard of pharmaceutical care and patient support to our Chorlton community. We view feedback and complaints as crucial opportunities to learn and continually improve our service.

Part 1: How to Make a Complaint

If you are dissatisfied with any aspect of our dispensing, advice, or customer care, you may raise your concern informally or submit a formal complaint.

Local Resolution (First Step)

Most problems can be resolved swiftly and effectively by speaking with our dispensary team directly. You can request to speak privately with our Superintendent Pharmacist, Meera Patel MPharm:

• In person: 14 Manchester Road, Chorlton-cum-Hardy, Manchester M21 9PN
• By phone: 0161 946 0834
• By email: hello@queenswaychemist.co.uk (Mark subject: 'FAO Superintendent Pharmacist - Confidential Complaint')

We will acknowledge your complaint within 3 working days and provide a full written response or outcome within 20 working days.

Escalating an NHS Complaint

If your complaint relates to an NHS service (such as NHS Pharmacy First or NHS prescription dispensing) and you do not wish to raise it directly with the pharmacy, or you are dissatisfied with our local investigation, you have the right to contact the NHS commissioner:

Parliamentary and Health Service Ombudsman (PHSO)

If you remain dissatisfied after completing the NHS complaints process, you may refer your case to the independent Ombudsman:

Website: www.ombudsman.org.uk | Helpline: 0345 015 4033

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Part 2: Clinical Consultation Chaperone Policy

Queensway Chemist is committed to providing a safe, comfortable, and respectful environment for all patients.

Patients undergoing any intimate or clinical examination in our private consultation room (such as otoscopic ear examination, contraceptive reviews, or vaccinations) are entitled to have a qualified healthcare chaperone present.

• Who acts as a chaperone? Chaperones at Queensway Chemist are trained Healthcare Assistants or Pharmacy Technicians who understand the clinical examination process and patient dignity standards.
• Patient choice: A chaperone will be offered prior to any physical examination. You may also request a chaperone at any point during your visit, or choose to bring a trusted family member or friend.
• Declining a chaperone: If you decline a chaperone, the pharmacist will document your preference, provided they feel safe to proceed.