Customer Complaints
Customer Complaints – The Patient Rights (Scotland) Act 2011
NHSGGC requires Community Pharmacy Contractors and Dispensing Appliance Contractors (DACs) to report their customer complaints and whistleblowing information on a quarterly and annual basis.
Contractors should note that the provision of this information is a contractual requirement and the requested information must be submitted even where there is a nil return. Contractors should also note that if they have not responded by the time each survey closes, they will be considered in breach of their Terms of Service and the Board may consider appropriate action to take on an individual case by case basis.
Quarterly Reporting
On a quarterly basis, independent Contractors will be asked to submit their NHS complaints information via an online survey provided by Webropol. The information for those Contractors who are part of the 'Central Sign-up' service will be collected directly from their head office.
Annual Feedback Reporting
The annual survey asks for Complaints and Feedback from 1st April to 31st March each year and will be automatically linked to Quarter 4 survey.
Timetable 2023 - 2024
| Quarter | Period | Survey Opens | Survey Closes |
| Q1 | April 2023 - June 2023 | 26/06/2023 | 21/07/2023 |
| Q2 | July 2023 - September 2023 | 25/09/2023 | 20/10/2023 |
| Q3 | October 2023 - December 2023 | 25/12/2023 | 19/01/2023 |
| Q4 | January 2024 - March 2024 | 25/03/2024 | 19/04/2024 |
| Annual Survey | 1st April 2023 - 31st March 2024 | 25/03/2024 | 19/04/2024 |
Useful links
Patient Rights (Scotland) Act 2011
Patient Rights and Responsibilities Charter
NHSGGC Complaints Policy and Procedure
Implementation of the National Whistleblowing Standards by contractors
Self-Assessment Form – only to be used when not completing online survey
Contact Details
Michelle Cooper
T: 0141 201 6041
E: Michelle.cooper@ggc.scot.nhs.uk
Responsible Person: Michelle Cooper
Last Updated: 23/05/2023