At The New Pharmacy / Brentwood Health & Travel Clinic we genuinely love to hear from you, whether regarding a good experience, a question, or something we can improve.

If you wish to make a complaint, please see the dedicated Complaints section below. We provide detailed information on how to make a formal complaint and how to escalate the complaint should you feel it is necessary.

We would also love to hear about the times when our hard working teams have gone above and beyond to care for you and your family. Please share your good stories with us and we will ensure that the team receives the praise they deserve! The contact information below can also be used for general enquiries. We will endeavour to contact you as soon as we can, but it may not be possible to reply immediately.

The New Pharmacy / Brentwood Health & Travel Clinic is run by qualified pharmacists and operates from registered pharmacy premises under the General Pharmaceutical Council ( GPhC ) registered premises number 1030960: find more information https://www.pharmacyregulation.org/registers/pharmacy/1030960.

Raakhee Amin is Superintendent Pharmacist at The New Pharmacy / Brentwood Health & Travel Clinic, registration number 2046559. Further information regarding registration status can be found by visiting https://www.pharmacyregulation.org/registers/pharmacist/2046559

All pharmacists are bound by standards for ethics, conduct and performance as set out by the Royal Pharmaceutical Society of Great Britain.

The New Pharmacy / Brentwood Health & Travel Clinic aims to provide high-quality healthcare services for all of our customers, but we realise that sometimes we don’t always get things right.

All complaints will be treated with dignity, respect and are investigated thoroughly, and whilst we endeavour to get things right the first time complaints give us the opportunity to reflect on our practice and improve.

During the process of investigating complaints, we may need to share confidential information with another healthcare professional, for example, your GP. Please be rest assured that confidential information will not be shared with a third party without your explicit consent.

If you wish to make a complaint you can find reach us in one of the following ways:

If your complaint is about an NHS service, for example dispensing NHS prescriptions we will acknowledge your complaint within 3 working days. Your complaint will be dealt with in a timely fashion and this will usually be within 20 working days, but no more than 40 working days.

We will always offer an apology, where it is appropriate, and above all attempt to resolve the issue to your satisfaction.

A working day is classed as Monday – Friday during standard office hours and excludes Bank Holidays and acknowledgement of receipt maybe by phone, email or letter. Investigations (where appropriate) will normally be undertaken by the area manager with oversight from the Superintendent’s team. Records will be maintained and stored securely so that we can learn from any feedback provided.

If we cannot resolve the problem to your satisfaction, or you are unsatisfied with how your complaint was handled you can escalate your complaint to your local primary care organisation or the Ombudsman.

Web: https://www.england.nhs.uk/contact-us/complaint/

Phone: 0300 3112233

Email: england.contactus@nhs.net stating “For the attention of the complaints team” in the subject

Web: www.ombudsman.org.uk

Phone: 0345 0154033

Email: phso.enquiries@ombudsman.org.uk

Web: www.scot.nhs.uk

Web: www.spso.org.uk/spso

Phone: 0800 377 7330