Mr A complained that he had not received a complaint response in relation to matters he had formally raised with Well Pharmacy.
The Ombudsman can only consider complaints in relation to an NHS service and most of Mr A’s complaint related to matters outside of this remit. Mr A did however complain that his prescription for an asthma pump had been stopped without warning. As this complaint related to an NHS prescribing service, the Pharmacy should have undertaken a formal investigation in accordance with the National Health Service(Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011 and the associated guidance, Putting Things Right, Guidance on dealing with concerns about the NHS (“PTR”).
In settlement of the complaint, the Pharmacy agreed to the following:
· Within 30 working days, the Pharmacy shall provide Mr A with a PTR compliant response in respect of his complaint that his automatic repeat prescription for an asthma pump was stopped without explanation or warning.