Private Sweenys Health services
This process covers privately provided Sweenys Health services. Raising a concern will not adversely affect your care. We welcome early feedback because local resolution is usually the fastest and most effective route.
How to make a complaint
You can:
- Email support@sweenyshealth.com with “Complaint” in the subject line.
- Call 028 7126 2250 and ask to speak to the pharmacist or pharmacy owner.
- Write to: Complaints, Sweenys Health, Unit 17, Quayside Shopping Centre, Strand Road, Derry/Londonderry, BT48 7PX.
- Speak privately to a member of the team during opening hours.
Please include your name and contact details, what happened, when it happened, who was involved if known, and what you would like us to consider. Avoid sending more confidential clinical information by ordinary email than is necessary to identify the issue; we can arrange a secure route.
What happens next
We will acknowledge your complaint promptly, identify who will review it and tell you the expected response timescale. We may contact you to clarify the issue or agree how you would prefer us to communicate. We will review relevant records, speak to those involved where appropriate, and provide a clear response explaining our findings, any apology or remedy, and action taken to learn or improve.
Complex matters may take longer, particularly where patient safety, safeguarding, legal proceedings or a regulatory referral is involved. If so, we will explain the reason and keep you updated. Information will be shared only where necessary to investigate, respond, protect safety or meet a legal or professional duty.
Who can complain
You may complain about your own care or, with appropriate authority, on behalf of another person. We may need evidence of consent or legal authority before discussing another person’s confidential information. Reasonable support or adjustments are available—tell us what would help.
Professional or regulatory concerns
If a concern about a pharmacist, pharmacy or pharmacy owner cannot be resolved locally—or you do not feel able to raise it with us—you can contact the Pharmaceutical Society of Northern Ireland. The regulator explains which concerns it can investigate and provides an online concerns portal at psni.org.uk. You can also contact its Raising Concerns & Fitness to Practise Department at concerns-ftp@psni.org.uk or 028 9032 6927.
For concerns about how we use personal information, first contact us at support@sweenyshealth.com. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.
The Pharmaceutical Society NI considers concerns within its regulatory remit. It is not a general compensation or customer-service scheme.
NHS pharmacy complaints
Complaints about NHS/HSC-funded pharmacy care are handled separately under the applicable Northern Ireland HSC complaints arrangements. Tell us if your concern relates to an NHS service and we will direct it into the correct process. The private-service process on this page does not replace your rights under the HSC procedure.
Contact
Sweenys Health is a trading name of Quay-Pharm Ltd, operating from H Sweeny Chemist. Email support@sweenyshealth.com or call 028 7126 2250.