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Complaints

IPSA Pharmacy Complaints Procedure

GPHC Premise registration number: 1113425

Pharmacy owned by: IPSA Pharmacy Limited

Superintendent Pharmacist Details: Mr Ahmed Sherman – GPhC Registration number 2072738

If any reason you have any complaints regarding our any of services please write to the following address:

Customer Services Manager
IPSA Pharmacy Ltd
7 Harben Parade,
Finchley Road,
London
NW3 6JP

 

IPSA Medical Complaints Procedure

IPSA Medical Clinic is committed to providing a high quality private medical service to all patients. All clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received.
Please feel rest assured that your complaint will be taken very serious no matter what. We will do everything in our power to address and resolve any issue you may about the clinic, treatment, doctor or member of staff.

If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of practice staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints
If you wish to speak to someone about an aspect of the IPSA Medical Clinic, please try to do so as soon as possible, preferably before you leave the clinic premises. Our Clinic staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
If you prefer to speak on the phone you may call us on 0207 449 9490.

Written Complaints
All written complaints should be addressed to Dr Ambia Mustafa, Registered Manager at the practice address: IPSA Medical Clinic, Lower Floor 7 Harben Parade, Finchley Road, London NW3 6JP.
Please describe as fully as you can the nature of your complaint stating the following information.

• What are you unhappy about
• When the incident took place
• What clinic staff were present at the time

Your complaint will be acknowledged in writing within two (2) working days of receiving the letter, unless a full reply can be sent to you within seven (7) working days.

Dr Mustafa will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty (20) working days of the complaint being received.

If a full response cannot be given within twenty (20) working days of receiving your complaint, Dr Mustafa will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

Care Quality Commission
If you are still unhappy about the outcome of your complaint, you may wish to contact the Care Quality Commission, the organisation that regulates IPSA Medical Clinic. The address is: Care Quality Commission, Citygate, Newcastle upon Tyne, NE1 4PA. Telephone: 03000 616161. Internet: http://www.cqc.org.uk

The Patients Association. This Charity Speaks up for patients
0845 608 4455 www.patients-association.org.uk

Please be assured that IPSA Medical Clinic will deal with all complaints confidentially and following investigation, will consider making changes to the private medical service to improve the healthcare services on offer to all patients.