Complaint Handling

There is always the potential for a customer to raise a complaint within the pharmacy and it is the responsibility of all the team to address and deal with complaints.

Not all customers who have a complaint will choose to bring it to the pharmacy's attention. This may seem positive; however it is a benefit to a pharmacy for a customer to complain as the majority of customers will take other actions such as never using the pharmacy again or telling their friends and family about the bad service they have received. If a complaint is raised by a customer, it actually presents the pharmacy with an opportunity to gain a loyal customer if it can be resolved effectively.

Customers will tend to complain about one of the following three areas:

Most people with a complaint simply want their issue to be heard and of course where possible resolved.