Suggestions, comments and complaints
We aim to provide a great service to all our patients and customers. We'd like to hear your comments, suggestions and complaints so we can keep improving, and we're always pleased to hear what you like about the pharmacy.
How to contact us
Speak to a member of staff in the pharmacy, phone 0116 277 0817, email info@fusion-pharmacy.co.uk, or write to us at Fusion Pharmacy, Unit 3 Swinford Avenue, Glen Parva, Leicester, LE2 9RW. It helps us to follow things up if your complaint is in writing, but you don't have to, and a member of the team can help you. We'll usually be in touch within 48 hours.
If you're complaining on behalf of someone else, we need that person's consent before we can discuss their care with you.
How we handle complaints
We aim to deal with any complaint as quickly as possible and respond within a period agreed with you. Your complaint will be investigated thoroughly, and we'll try to reach a shared understanding of what went wrong and what needs to be done to put it right.
Complaints are treated confidentially. The pharmacist and staff may need to discuss confidential information, but only as far as needed to investigate.
Time limits
Please raise a complaint as soon as possible after the event. For NHS services, complaints should normally be made within 12 months of the incident, or within 12 months of finding out about the problem. We may still be able to investigate older complaints, so please talk to us.
If you're not satisfied
You can also complain about NHS pharmacy services to the NHS body that commissions them, the Leicester, Leicestershire and Rutland Integrated Care Board. If you're still unhappy after your complaint has been handled, you can ask the Parliamentary and Health Service Ombudsman to review it.
Free, independent support with making an NHS complaint is available from an NHS complaints advocacy service. Find out more on the NHS website.