Contact Us
At 118 Pharmacy 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.
Phone: 01543 379 777
Email: pharmacy.fwp52@nhs.net
Post: 9 High Street, Walsall Wood, Walsall, WS9 9LR
Professional Standards
118 Pharmacy is owned by 118 Pharmacy Ltd (company number 07783405, registered office 9 High Street, Walsall Wood, WS9 9LR) and operates from registered pharmacy premises, General Pharmaceutical Council (GPhC) registration number 1112046 - check our registration at pharmacyregulation.org/registers/pharmacy/registrationnumber/1112046. Our Superintendent Pharmacist is Sandeep Saini, GPhC registration number 2065455. All our pharmacists are registered with the GPhC and must meet its standards for pharmacy professionals.
Complaints Policy
We aim to get things right first time, but if you are unhappy with our service please tell us - most concerns can be sorted out straight away.
How to complain: call 01543 379 777, email pharmacy.fwp52@nhs.net or write to The Complaints Manager, 118 Pharmacy, 9 High Street, Walsall Wood, WS9 9LR. Someone else can complain for you with your permission.
What happens next: we will acknowledge your complaint within 3 working days and agree with you how it will be handled and how long it is likely to take. We will investigate fairly, keep you updated, and send you a written response signed by our Superintendent Pharmacist. Please complain within 12 months of the event, or of becoming aware of it.
NHS services - if you are still unhappy: you can contact NHS Black Country Integrated Care Board, patient experience team: 0121 203 3313, bsol.patientexperience@nhs.net. If you remain unhappy after that, you can ask the Parliamentary and Health Service Ombudsman to review it: 0345 015 4033, www.ombudsman.org.uk. Free, independent help to make a complaint is available from your local NHS complaints advocacy service - ask us for details.
Online clinic: if your complaint is about a clinician's decision in the online clinic, we will pass it to the prescribing service with your permission and make sure you get a reply.
Your personal information: complaints about how we use your data go to our Data Protection Officer - see our Privacy notice. We acknowledge them within 30 days; you can then go to the Information Commission (ico.org.uk, 0303 123 1113).
Raising a concern with our regulator: you can also raise a concern about a pharmacy or pharmacist with the General Pharmaceutical Council at www.pharmacyregulation.org/raise-a-concern.
Our NHS Complaints Policy
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.
Respect For Our Team
Our team has the right to work without abuse or harassment. We will not tolerate abusive, threatening or harassing behaviour towards our staff, by phone, message or in person. If it happens we may end the call or conversation, and serious or repeated cases may be reported to the police.
NHS England
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
Post:
NHS England
PO Box 16738
Redditch
B97 9PT
The Ombudsman
Web: www.ombudsman.org.uk
Phone: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
NHS Scotland
Web: www.scot.nhs.uk
The Scottish Public Services Ombudsman
Web: www.spso.org.uk/spso
Phone: 0800 377 7330
Post:
The Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS