"great doctors -worst front end admin you will..."

Dear Patient,

We took your feedback extremely seriously - patients are our priority!

I am disappointed that a local pharmacy would provide negative comments to a patient about our service as our aim is to work with other local agencies to improve patient care across the wider health service.

If we had the feedback direct, we could work better to improve things, rather than act on hearsay.

We carried out an unannounced internal inspection at our branch site.

We were unable to find evidence of some of the issues you report but sought to raise your concerns in the team.

We then met with our Reception team and produced a set of minutes to document the issues you had highlighted and discussed as a team how we could improve patient experience.

I am happy to share the minutes of the meeting (with some minor redactions for security reasons), however we concluded that there was a protocol in place to prevent all of the issues you had experienced.

We read each protocol as a team and discussed how it is implemented in practice and devised an action plan of what can be done to improve patient experience and this was shared with our full administrative team.

I hope you feel that we have acted appropriately to your comments, however, should you wish for a copy of the minutes please let us know.

Alternatively, please contact us so that we can audit your records and provide a full investigation.