Give us your feedback

At QCPP we are committed to providing outstanding customer service and exceeding your requirements and expectations. If there is any way in which we can improve our service or you would like to provide us with a compliment - we have a dedicated team that would be delighted to hear from you. So please take the time to tell us about your experiences.

How to give feedback

Your input will assist in our aim to continually improve or provide us with the recognition of what is working for you. There are various ways to provide feedback:

  • By completing an electronic online feedback form here
  • Completing a customer feedback survey sent to you two weeks after your assessment
  • By telephoning us on 1300 363 340
  • By writing to us at QCPP and Attn: the QCPP Feedback Officer, PO Box 310, Fyshwick, ACT 2609 Australia or
  • Email us at help@qcpp.com

Compliments

Knowing we are exceeding your expectations is just as important to us as continuous improvement. Have you received an exceptional service or felt particularly impressed with any aspect of the Quality Care Pharmacy Program? We would be delighted to hear from you.

Complaints

QCPP is committed to providing an efficient and fair complaint resolution process. We acknowledge the right to complain and actively seek feedback in order to help us improve our products, services and processes. The highest regard is placed upon sensitivity of any complaint and to ensure integrity and respect regarding your feedback. All staff managing the complaints resolution process will make decisions strictly on facts and not without appropriate supporting evidence.

What will happen next?

QCPP is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. Your feedback will be managed using a three (3) tiered management system. If the complaint cannot be resolved at the frontline it will be escalated to the National Manager QCPP for a decision.
We will endeavor to resolve a complaint as quickly as possible, and we will acknowledge receipt of your complaint within two (2) business days. Once your complaint has been received, we will undertake an initial review of your complaint within five (5) business days.

Sanctions

We aim to ensure community pharmacies are compliant with QCPP requirements, If a pharmacy has been found to be non-compliant against any QCPP requirement a sanction may apply.
There are different levels of sanctions: a warning letter, partial assessment, assessment without notice and suspension of QCPP accreditation.
If you know of a pharmacy who may be in breach of compliance we would like to hear from you. Remember all feedback can be anonymous.

Appeals

If you are not satisfied with the outcome of your complaint you may lodge an appeal by emailing QCPP at help@qcpp.com. The appeals process will be to escalate the appeal to a senior management position, and if this is not resolved the appeal will then be escalated to the Pharmacy Transformation Committee for review.

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