Pharmacies are known to operate in a highly regulated environment in relation to providing prescriptions and medicines to customers. The majority of pharmacies will also sell other retail products and services and therefore an awareness of which retail laws are applicable in the UK is important.

Having a greater awareness of  the most up to date law will help not only to protect the business, but provide you with a better understanding of customers entitlements, resulting in the pharmacy being able to provide a better service to them. It is important to be aware of specific shop policies as some businesses choose to go over and above what the law requires as this can be seen positively by customers to give the pharmacy a competitive advantage.

With the whole pharmacy team working in line with current laws a pharmacy can ensure that all customers are treated fairly and consistently within the business as well as minimising the risk of the pharmacy suffering penalties or prosecution for non-compliance.

OBJECTIVES

By the end of this module you will be able to:

• Apply knowledge of the Consumer Rights Act 2015 within your pharmacy
• Respond to customer requests for refunds in line with the regulations
• Know when it is necessary to refuse a sale to a customer
• Work in line with pharmacy specific retail regulations