AYP Healthcare (9011523) - Improvement action plan

The pharmacy does not manage complaints in an effective and timely manner. There are delays in responding to people about their complaint. And this also means the pharmacy may not always identify learning opportunities from the concerns raised.

Due to the recent issues, customer queries have increased. We will have bank staff for peak times, who we will call upon, to deal with customer service queries during busier time periods e.g. festive periods.