How Do I Report a Complaint and What Can I Expect?
Step 1 - Informal Complaint
If your concern is straightforward, the quickest route is to contact the customer care team directly by phone. NowPatient aims to resolve informal complaints quickly and to your satisfaction.
UK telephone: 020 388 51 500
US telephone: 1-866-967-1977
Office hours: Monday to Friday (UK: 9am to 6pm GMT | US: 8am to 5pm EST)
Step 2 - Formal Complaint
If you feel an informal complaint does not adequately address the seriousness of your concern, you should submit a formal complaint. You can do this via:
Online: Complete the formal complaints form at nowpatient.com/complaints
By post (NHS service users only): Write to NowPatient c/o Infohealth Ltd, 28 Chipstead Valley Road, Coulsdon, Surrey, CR5 2RA
By telephone: Call 020 3885 1500
Please provide as much detail as possible, including which part of the service your complaint relates to, along with your name, email address, and a clear description of the issue.
What Happens After You Submit
Once your formal complaint is received, NowPatient will:
Triage your complaint to the complaints manager responsible for the relevant service area.
Acknowledge your complaint no later than the third working day after it is received, with a detailed explanation of the complaints handling process and what to expect next.
Investigate your complaint internally, keeping you updated throughout the process.
Send you a written summary of findings at the conclusion of the investigation, including an apology if appropriate, an explanation of lessons learned, and details of any changes implemented as a result.
Responses to formal complaints are usually provided within 6 months. Where the complexity of an investigation requires additional time, NowPatient will communicate with you regularly throughout.
NHS Service Users - Additional Information
Complaints relating to NHS services must be made no later than 12 months after the date on which the matter occurred, or from the date on which it came to your attention. If you are not satisfied with how your formal complaint has been handled, you may request an independent review by contacting the Parliamentary and Health Service Ombudsman:
Millbank Tower, Millbank,
London,
SW1P 4QP.
Telephone: 0345 015 4033.
Fax: 0300 061 4000.
Website: https://ombudsman.org.uk.
Alternatively, you can raise concerns directly with the General Pharmaceutical Council at https://pharmacyregulation.org.