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Our last cultural trip was to Dubrovnik!
We recommend taking time out to visit the old city it is a true wonder.

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Open Days & EPS

So far this year we have two meetings that we will be attending one is the IA meeting in Cabinet Room C County Hall, Pitt Street, Preston on Saturday 24th March from 2pm and the second meeting is on 10th July in Ormskirk venue to be advised.

We are now able to do Appliance User Reviews for our local customers which means that if you have queries about how you use your appliances or review problems you may be experiencing then we can make an appointment with you and our nurse will visit you. Anne Evans and Freda Ratican are the two nurses who do these reviews for us.

Within 2012 we will also be able to offer repeat dispensing which means that if you have a regular order then we can ask your surgery for 12 months worth of prescriptions which you can call off when you need them. Alternatively we can just deliver on a 28 day cycle in a very similar way to prescriptions for medication work.

We have our Rx system to gain access to electronic prescription services which, simply put, just means that instead of a paper prescription being generated the prescription will be downloaded. In order to access this service you will need to nominate us as your supplier for all your appliances and we will then provide your order as you require it. The benefits to you are that we will be able to download your prescription 7 days before you need your order so that when you need it your goods will be ready and waiting. For our office staff there will be a huge reduction in paper work and this will free them up for the important job of organising your deliveries! More importantly it means that you will receive your orders at a time convenient to you. The most important part is to make sure you nominate us as your supplier and you can do this at your GP surgery or we can set it for you. You will be free to change nomination at any time you like during your prescription cycle but if you do we would urge you to take care that you have enough stock prior to changing.

If you'd like to ask questions about EPS or AURs then please contact us either on the freephone 0800 146 992 or through our email address enquiries@labontltd.com.

Data Protection & Complaints Procedure

We are signed up to the Data Protection Act of 1998 and are on the Information Commissioner's registration: registration number Z8611674. By using our service you commit to us holding your details such as are required to provide you with our service. We do not forward your data to any third partys and take steps to protect any information we hold used in the delivery of service to you. As a user of our website you consent to us collecting limited data about your use of our website. When changes to our policies are necessary they will be posted on our website.

All data held about our customers is protected and our computer records are password protected and are also encrypted.

Complaints Policy

It is the responsibility of each member of staff to provide good customer service and to try to resolve customer concerns as quickly, fairly and thoroughly as possible. Labont Ltd views complaints as an opportunity to learn how we can continue to immprove the services we provide to our customers. Where applicable we take action to ensure that the problem doesn not occur again.

Definition

The Labont Limited definition of a complaint is:-
An expression of dissatisfaction which requires a response.

Procedure

Stage 1. Local Resolution (informal complaint)
In deciding whether a complaint should be formalised Labont Limited will apply the following criteria:
a) Can the complaint be easilty resolved at the point of contact?
b) Can resolution be achieved amicably?

An informal complaint should be resolved in no longer than 10 working days other than in exceptional circumstances when the complainant should be kept informed of progress.

Stage 2. Formal Complaint

Where attempts at local resolution have been exhausted or where not possible the complainant may choose to make a formal complaint a response to which will be provided by the Managing Director.

Oral Complaint

Where a formal complaint has been made orally or the complainant needs help to prepare a writeen formal complaint this will be facilitated.
An acknowledgement letter together with a summary of the complaint will be issued by Labont Ltd within 5 working days of receiving it. This letter will provide an opportunity for the complainant to add any further comments or information they consider to be relevant. the timescale for investigating a formal complaint will not begin until the details of an oral complaint are confirmed as described above.

Written Complaint

The complaints lead (Managing Director) will acknowledge a written complaint within 5 working days of receipt setting out the expected process for resolution. The complainant will also be notified that a substantive reply willl be sent by the MD within 25 working days of receipt of the complaint or upon completion of any ensuing investiagtion.

Investigation

the complaints lead will carry out any further investigation required with the appropriate members of staff and a draft response will be prepared for the Managing Director.

Response

The Managing Director will review the draft response and the way in which the complaint has been handled and will send a written response to the complainant addressing the issues raised and the steps taken to resolve them. If it is not possible to respond to the complainant with a conclusion within 25 days then the complainant must be advised at what stage the complaint is and when they can expect a response.