Complaints policy update reminder

Pharmacy owners must make information available to the public as to their arrangements for dealing with complaints; and how further information about those arrangements may be obtained.

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, complaints will be made to directly to the local integrated care board (ICB).

Community Pharmacy England has therefore updated the ‘flyer’ template, with a section for ICB details and ombudsmen details, which pharmacy owners may find helpful when updating their own poster.