If something has gone wrong, tell us. Most things are sorted out in a couple of minutes at the counter, and complaining will never change the care you get here.
Step 1
Speak to us first
Ask to speak to the pharmacist, either at the counter or on 01782 508214. Tell us what happened and what you would like us to do about it. Most complaints are dealt with there and then, which is quickest for everybody.
Step 2
Put it in writing if you would rather
Write to the superintendent pharmacist at Talke Pharmacy, Unit 12, Freeport Shopmall, Pit Lane, Talke Pits, Stoke-on-Trent ST7 1XD, or email info@talkepharmacy.com. Say what happened, when it happened, and what you would like put right.
Our complaints lead is the superintendent pharmacist: Gloria Lai, GPhC registration number 2207949.
For NHS services the regulations ask us to acknowledge a written complaint within three working days. We will look into it, tell you how long a full reply is likely to take, and keep you posted if it runs over.
Step 3
The people who commission us
If your complaint is about an NHS service and you would rather not bring it to us, take it to the organisation that commissions NHS pharmacy services here: NHS Staffordshire and Stoke-on-Trent Integrated Care Board, Smithfield One, Leonard Coates Way, Hanley, Stoke-on-Trent ST1 4FA. Their patient advice team is on 0808 196 8861, and their contact page is at staffsstoke.icb.nhs.uk (opens in a new tab).
Step 4
The General Pharmaceutical Council
The GPhC regulates pharmacies and the people who work in them. Concerns about professional standards, or about the safety of this pharmacy, can go straight to them at pharmacyregulation.org (opens in a new tab).
Step 5
The Parliamentary and Health Service Ombudsman
If you have been through the NHS complaints process and are still not satisfied, the Ombudsman can review it. They are the final step, and they will expect to see that you complained locally first. Their website is ombudsman.org.uk (opens in a new tab).