Complaints Policy

Objective

To provide a clear, efficient process for handling complaints and incidents, ensuring DoseDirect maintains a high standard of patient satisfaction, regulatory compliance, and continuous service improvement.

Process

1. Complaint Submission System
   • DoseDirect will provide an easily accessible online form on its website under a “Help & Support” section for submitting complaints.
   • Include clear instructions for patients to provide details such as:
     • Full name
     • Order reference or NHS number (if applicable)
     • Nature of the complaint (e.g., delivery issue, medication concerns, billing queries).
   • Offer alternative contact methods, including a dedicated support email (support@dosedirect.co.uk) and a phone line for accessibility.
2. Acknowledgment
   • All complaints will be acknowledged via email or phone within 1 working day to reassure patients their concerns are being addressed.
3. Investigation
   • A designated complaints handler will review the issue, gather relevant information (e.g., prescription details, order history, communications).
   • For clinical complaints, escalate to the Responsible Pharmacist (RP) to ensure appropriate action.
   • Collaborate with any external partners, such as Royal Mail, in case of delivery-related issues.
4. Resolution
   • Provide a resolution within 5 working days for non-complex issues and 10 working days for clinical or regulatory concerns.
   • Communicate any delays to the patient, providing regular updates on progress.
   • Resolutions may include:
     • Redelivery or replacement of medication.
     • Refunds (where applicable).
     • Formal apology and explanation of corrective actions.
5. Documentation
   • Maintain a secure, detailed log of all complaints in the complaints log and the patients PMR, categorizing them for analysis (e.g., delivery issues, clinical concerns, administrative errors).
   • Ensure complaint records are retained for 6 years, adhering to GDPR requirements.
6. Corrective Actions
   • Address identified issues immediately (e.g., update SOPs, conduct staff training, or revise processes).
   • Monitor the effectiveness of changes and review frequently for continuous improvement.
7. Incident Reporting
   • Report significant incidents to the appropriate authorities promptly:
     • Clinical issues: General Pharmaceutical Council (GPhC).
     • Adverse drug reactions: Medicines and Healthcare products Regulatory Agency (MHRA).
     • Data breaches: Information Commissioner’s Office (ICO).
   • Follow up with authorities as necessary to ensure compliance.

Key Considerations

1. Timeliness
   • Complaints must be acknowledged within 1 working day and resolved promptly within 5-10 working days.
   • Include timelines in patient communication to manage expectations.
2. Regular Reviews
   • Conduct quarterly reviews of all complaints to identify patterns or recurring issues.
   • Use insights to update internal processes and improve the patient experience.
3. Staff Training
   • Train all DoseDirect employees on the complaints process, with a focus on empathy, professionalism, and the importance of resolving issues effectively.
   • Ensure training includes guidance on when to escalate issues to the RP or external bodies.
4. Communication
   • Provide clear, consistent updates to patients throughout the process.
   • Ensure communications reflect DoseDirect’s professional and patient-focused ethos.
5. Confidentiality
   • Handle all complaints and incidents confidentially, limiting access to authorized personnel.
   • Follow GDPR and company data protection policies at all times.

Monitoring and Evaluation

• Appoint a Complaints Officer or equivalent team to oversee the process and ensure adherence to the SOP.
• Review the complaint handling process annually to ensure alignment with DoseDirect’s business goals and regulatory changes.