Pharmaceutical Needs Assessment FAQ

❓ Frequently Asked Questions: Raising Concerns About Health Services

If you’re experiencing issues with health services, here’s how to raise your concerns effectively:

Pharmacy Services

You might be concerned about:

  • Incorrect medication or dispensing errors
  • Delays or poor service
  • Unprofessional behaviour by pharmacy staff
  • Difficulty accessing pharmacy services

What to do:

✅ First, speak directly with the pharmacy team – many issues can be resolved quickly at this stage.
✅ If unresolved, contact your local Integrated Care Board (ICB)  Patient Advice and Complaints – One Devon

Other Primary Care Services

This includes:

  • GP surgeries (e.g., appointment access, clinical care)
  • Dental services (e.g., treatment quality, costs)
  • Opticians (e.g., eye test quality, service issues)

What to do:

✅ Raise concerns with the service provider first.
✅ If needed, escalate to your local ICB.

Commissioning Decisions

Examples include:

  • A service being stopped, changed, or replaced in your area

 What to do:
✅ Contact your local ICB to share your concerns or request more information about the decision-making process.

General Concerns

Such as:

  • Accessibility issues (e.g., for disabled patients)
  • Poor communication or lack of information
  • Breaches of confidentiality or data protection

 What to do:
✅ Raise the issue with the relevant service provider.
✅ Escalate to the ICB if necessary.

 Need Extra Support?

You can also contact:

  • NHS Complaints Advocacy – for free, independent support with making a complaint
  • Patient Advice and Liaison Services (PALS) – for help resolving issues informally
  • Healthwatch Devon – Healthwatch Devon monitors, supports, and advocates for better pharmacy services by gathering public feedback, offering guidance, and influencing improvements
❓ Why do I need to raise concerns through the ICB and not via the PNA consultation?

The Pharmaceutical Needs Assessment (PNA) is a strategic planning document. It helps identify whether current pharmacy services meet the needs of the local population and informs decisions about opening new pharmacies or changing existing services. However, it is not a complaints mechanism.

If you’re experiencing issues such as:

  • Incorrect medication
  • Poor service or delays
  • Unprofessional behaviour
  • Access problems

These are considered individual service complaints, not planning or commissioning issues.

 Why the ICB?

As of 1 July 2023, complaints about primary care services (including pharmacies, GPs, dentists, and opticians) must be directed to your local Integrated Care Board (ICB). This change was made to ensure complaints are handled locally by the organisations that commission and manage these services

NHS England no longer handles these complaints directly.

❓ Why can’t I raise my concern through the PNA consultation?

The Pharmaceutical Needs Assessment (PNA) is a strategic planning tool, not a complaints mechanism. It is used to assess whether pharmacy services meet the needs of the population over the long term. It is not a tool to resolve current service issues.

  What if I’m a patient or member of the public with a concern?

If you’re experiencing a specific issue (e.g., a dispensing error, poor service, or access problems), this is considered a service complaint, not a planning issue. These should be raised through the ICB complaints process, not the PNA consultation.

Can complaint data still inform long-term planning?

Yes—ICBs can use themes and trends from complaints they receive to inform their feedback into the PNA process. While individual complaints aren’t submitted directly to the PNA, they can highlight systemic issues or gaps in service that are relevant to long-term planning.

So, while your complaint won’t go into the PNA consultation directly, it can still influence future service development through the ICB’s role in both commissioning and strategic feedback.

 NHS Devon ICB – Patient Advice and Complaints Team

NHS Devon ICB handle concerns, feedback, and complaints related to primary care services, including pharmacies, GPs, dentists, and opticians.