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Feedback and Complaints

We welcome all aspects of feedback as this enables us to continuously improve our service.

It is important that we know when we are getting things right and we welcome comments on how we might improve our services.

We welcome any general comments about the services we provide and any suggestions of ways in which we can improve our services to you.  Our robust Quality Management System ensures your views and opinions are shared with the right people at the right time. If you have any feedback, please email our team at:

From time to time you may receive a Patient Satisfaction Survey. We would be grateful if you could take the time to complete this and return it along with any compliments or suggestions for improvements


We operate a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national standards criteria.

If you are unhappy with the service you have received and wish to make a complaint, please contact our Customer Care Team in the first instance.  Your complaint will be logged and investigated in line with our Complaints procedure.

If appropriate, we will let you know the outcome of the investigation and any actions taken.

You can also make a complaint by writing to our Quality Department:

Quality Department

Units 1 & 2 Orbit Business Park

Alfred Eley Close

Tetron Point


DE11 0WU

If you are still unhappy

In the event that you are not satisfied with our response to your complaint please follow the instructions provided in our response letter to request a further investigation, explaining why you are unhappy with the response you have received.

Your complaint and its initial investigation will be reviewed and the findings of the investigation will be communicated to you along with next steps.

You can also seek advice from the local Patient Advice and Liaison Service (PALS). PALS are not part of the Complaints Procedure itself, but they might be able to resolve your concerns informally or they can tell you more about the Complaints Procedure and independent complaints advocacy services.

You can find your local PALS office online at:

An independent complaints advocacy service (ICAS) is available to provide advice and support for people who wish to complain about the NHS.

Your local ICAS service can be contacted on 0300 330 5454

Everyone in the HealthNet team works hard to give you the best possible service. Please treat them with the courtesy and respect they deserve. We reserve the right to refuse to provide services to individuals who act in a violent, threatening or aggressive manner.


For any questions about the service including:

  to arrange or change a delivery

  to let us know you are running short of medicine or other items

  to tell us about a change of details

  travel advice

  to inform us of a problem with your delivery, medicine or ancillary items

  if you believe you have suffered an adverse reaction to your medicines

please contact our Pharmacy Customer Care Team on:

Tel: 08000 833 060 or e-mail:

The telephones are manned, and a pharmacist is on duty from 8:00am to 6:00pm Monday to Friday, and 9:00am to 5:00pm on Saturdays. The Pharmacy is closed on Sundays and Bank Holidays.

A voicemail service is available outside of these hours, where you can leave a message, and this will be picked up the next working day.


In the event of any complaint response from us regarding our nursing services not meeting your expectations, we would ask that in the first instance you contact our Customer Care Team for further investigation. However, should you require further assistance the following bodies may help:

For complaints in England and Wales

Health Service Ombudsman, please visit: Phone: 0345 015 4033

For complaints in Scotland

Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY

Phone: 0345 600 9527 Email:

For complaints in Northern Ireland

The Regulation and Quality Improvement Authority, James House 2-4 Cromac Avenue Gasworks Belfast BT7 2JA Phone: 02890 517 500 Email:

Please note, the Ombudsman is unable to investigate complaints against private or independent health services unless they relate to NHS funded care.