Practice Leaflet
Questions, comments, suggestions and complaints
If you would like more information about any of the services we provide, please ask a member of staff or telephone the number on the front of this leaflet.
Our aim is to give the highest possible standard of service. Please tell us what you think about the service we provide at this pharmacy and any ways in which you think we can improve our services to you. If you have any comments, suggestions or complaints, please speak to a member of staff.
We operate a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Our pharmacist will give you further information about this.
When the pharmacy is closed, if you urgently need medical help or advice, but it’s not a life-threatening situation, contact NHS 111, by calling 111. Information can also be accessed at www.nhs.uk.
Our staff work hard to provide you with the best possible service. Please treat them with the courtesy and respect they deserve.
We may refuse to provide services to individuals or those accompanying those individuals who are violent, threaten violence, commit or threaten to commit a criminal offence.
If you would like more information about any of the services we provide, please ask a member of staff or telephone the number on the front of this leaflet. Our aim is to give the highest possible standard of service. Please tell us what you think about the service we provide at this pharmacy and any ways in which you think we can improve our services to you. If you have any comments, suggestions or complaints, please speak to a member of staff.
We operate a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Our pharmacist will give you further information about this.
Make a complaint to NHS England
• By post to: NHS England, PO Box 16738, Redditch, B97 9PT
• By email to: england.contactus@nhs.net, stating ‘For the attention of the complaints team’ in the subject line.
• By telephone: 0300 311 22 33
NHS services we provide:
We can dispense your NHS prescriptions for you (electronic and paper). We can provide you with advice about your medicines, and we also dispense Repeat Dispensing prescriptions – If you need to know more about this service you can contact us for more information. We can also give you advice on how best to store your medicines. Only order the medicines you need. Every time you order your medication from your GP it is important that you ensure that your details are up to date, especially your exemption (if applicable) and your delivery address. Not keeping your exemption status up to date can lead to a £100 fine from the NHS.
It is important to store your medicines as the manufacturers advise. This must be at an appropriate temperature and always out of the sight and reach of children and pets. The majority of medicines can be stored at room temperature. However some medicines require refrigeration for example insulins and some eye drops. It is important that you always check the dispensing labels for any specific storage requirements.
If you find that you have excess stock of some of your medicines then it would be advisable to double check your ordering process – It is important to only order the medicines you need. You can return excess, unwanted or expired medicines to us and we can safely dispose of these for you.
Our pharmacist and trained assistants are available to provide advice on all medicines and minor ailments, in private if required. We can also give you advice on how to live a healthy life, for example, advice on how to stop smoking or healthy diets. You can also talk to our health champion who can give you advice on how to improve your health and wellbeing. We can also direct you to other sources of advice and assistance if we cannot help you ourselves.
In hospital, the medicines you take may be changed, or new medicines prescribed. With your consent, we may be informed of these changes so that we can provide advice and support to you with the medicines you will be taking after your visit to hospital. We can also liaise with the hospital and your doctor, if this is necessary. Ask us for more information about this service.
When you are prescribed a medicine to treat one a range of long-term conditions for the first time, the pharmacist will support you to use the medicine safely and to best effect. Our pharmacist will talk to you about one to two weeks after you first receive the medicine to see how you are getting on with it and to discuss any problems you may have. A second follow-up will be a month after you first receive the medicine. Our pharmacist will give you details and offer this free NHS service, if this is available to you.
As we are a Distance Selling Pharmacy we offer free delivery of your prescription medication. If we receive your prescription before 3pm we will usually process this and dispatch to you the same day.
If you experience side effects from your medication, national requirements dictate that this should be reported via the Yellow Card Scheme. To report an adverse event please Click here
We keep records of all your prescriptions dispensed by us, as well as records of other services we provide to you. Our pharmacy professionals also consult records to support your care, such as NHS summary care records or local shared care records. Our use of records helps us check for possible problems, such as reactions between medicines, and will help us deal with any queries you may have. We comply with the Data Protection Act and the NHS code on confidentiality. If you want to discuss the records we keep, please speak to a member of staff.
When you sign up to use our NHS services we ask that your provide consent to for us to access your NHS Summary Care Record. The use of this information is for patient safety only, to enable us to confirm all details are correct and to ensure that all prescribed medications are prescribed safely for you to use.
If you would like to know more about the NHS Summary Care Records click here
Other services we provide:
As we are a Distance Selling Pharmacy we offer free delivery of your prescription medication. If we receive your prescription before 3pm we will usually process this and dispatch to you the same day.
Our dedicated MAR team ensures that your MARS (Medication Administration Records), whether in paper or electronic form, are created and delivered on time for your medication delivery. We collaborate with multiple eMAR providers who seamlessly integrate with our pharmacy.
We understand the complex needs of patients and here at Remedi we are equipped to provide alternative administration advice where appropriate. We follow strict processes and guidance in order to best support patients so that they receive medications vital to their treatment and wellbeing. Contact us for more information.
Need to know more?
Contact us today, and let us help you make managing your prescriptions easier and more convenient. Your health and satisfaction are our top priorities, and we look forward to serving you.