Dealing with a complaint effectively
Dealing with a complaint effectively
If the complaint is regarding an error in medication, ensure that you apologise and speak to the pharmacist immediately as any complaints involving prescribed or dispensed medication must be resolved by them.
Be aware that there is a NHS complaints handling and reporting process which also applies to dispensing errors that is outside of the scope of this module and must always be dealt with by the pharmacist. All other complaints should be resolved in line with your pharmacy complaint handling policy which should detail the level of authority you have.
For all formal complaints raised by a customer it is best to apply a consistent approach to dealing with them within the pharmacy and always follow the procedure laid out by your manager. A useful structure you could use when communicating to a customer during a complaint is known as LEARN and involves taking the following steps:
