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Archived: FMC Marketing Limited - Shepherds Bush Green

All reports

Inspection report

Date of Inspection: 17 February 2012
Date of Publication: 12 April 2012
Inspection Report published 12 April 2012 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

Our judgement

The provider assesses and monitors the quality of the service provided. It acts on and responds to any complaints and incidents.

Overall the provider was meeting this essential standard.

User experience

Due to the nature of the service, that being an internet service, we were unable to speak to people.

People who use the service are given the opportunity to feedback through an electronic questionnaire. The majority of people who had completed the questionnaire in the last six months reported that they were overall very satisfied with the service.

Other evidence

The provider analyses customer satisfaction feedback on a monthly basis. We saw the results for the last six months and overall people were very satisfied with the service.

People can contact doctors through the secure Internet network only. They can talk to customer service staff by telephone who can deal with non clinical enquiries. For example people enquiring about the delivery of their order.

Complaints, comments and incidents were monitored and there was a policy in place for responding to. Some examples of complaints include delays in orders being sent to people and people stating medication not working. If people state medication is not working then staff check the batch numbers of the medication with pharmacy and reassess the person.