The Clinical Governance Framework requires all pharmacy contractors to have in place arrangements which comply with the requirements of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, for the handling and consideration of any complaints made on or after 1st April 2009.  The regulations introduced a number of changes to the way that Health and Social Care services are handled, in order to provide complaints procedures that are consistent across all providers and NHS bodies, and deal with complaints efficiently and effectively.There are some differences between these requirements and those that existed in pharmacy before they came into force.


The new regulations introduce several major changes one of which is that, an ‘annual report’ about complaints must be published, made available to anyone who requests it, and be sent to the PCT.

Why is this idea important?

Why does an Annual Report need to be sent to PCTs, why must they be aware of every complaint that has occurred to every pharmacy, what purpose does this serve as any unresolved complaints or dissatisfied customers would escalate their concerns to the PCT anyway?

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