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Trust Care Pharmacy

Address

Suite 11, Prospect House , Featherstall Road South, Oldham, OL9 6HT

Phone

0161 660 9870

Email

trustcarepharmacyuk@gmail.com

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Complaint Policy

1. How to Make a Complaint Directly to Trustcare Pharmacy

You can raise a concern or formal complaint by contacting our Complaints Manager & Superintendent Pharmacist, Shafa Iram Mahmood (GPhC: 2076819):

  • By Telephone: 0161 660 9870 (Monday – Friday, 9:00 AM – 6:00 PM; closed 1:00 PM – 2:00 PM)
  • By Email: trustcarepharmacyuk@gmail.com (Note for you as developer: if you have info@trustcarepharmacy.co.uk working, list that too!)
  • In Writing: Complaints Manager, Trustcare Pharmacy (Medheal Ltd), Suite 11, Prospect House, Featherstall Road South, Oldham, OL9 6HT

2. Our Timescales & What Happens Next

In accordance with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009:

  • Acknowledgement: We will acknowledge your complaint orally or in writing within 3 working days of receipt.
  • Investigation: When acknowledging your complaint, we will offer to discuss with you how the complaint will be handled and the likely timescale for completing the investigation.
  • Written Response: Once our Superintendent Pharmacist has thoroughly investigated the matter, we will send you a formal written response explaining our findings, any apologies where appropriate, and the actions taken to prevent a recurrence.

3. Complaining Directly to the NHS Commissioner (ICB)

If your complaint relates to an NHS service and you feel uncomfortable raising it directly with Trustcare Pharmacy, you can complain directly to our local NHS commissioner (NHS Greater Manchester Integrated Care Board):

  • NHS Greater Manchester Patient Services Team
  • Address: Tootal Buildings, 56 Oxford Street, Manchester, M1 6EU
  • Telephone: 0161 742 6023
  • Email: gm.icp.complaints@nhs.net(Please note: A complaint can be investigated either by the pharmacy or by the ICB, but not both simultaneously.)

4. Escalating to the Parliamentary and Health Service Ombudsman (PHSO)

If you remain dissatisfied after receiving our final written response (or the ICB’s final response), you have the right to ask the Parliamentary and Health Service Ombudsman to review your case:

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

5. Free Independent Help with Making an NHS Complaint

If you would like free, confidential, and independent support to make a complaint about an NHS service, you can contact your local Healthwatch (www.healthwatch.co.uk) or your local NHS Complaints Advocacy Service (such as POhWER on 0300 456 2370 or VoiceAbility on 0300 303 1660).