When patients complain

Contents

  • Welcome to this CPD module
  • Introduction
  • Responding to complaints
  • Find a solution
  • GPhC guidance for dispensing error complaints
  • Action & Evaluation
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Welcome to this CPD module

It is an unusual pharmacy that has never had to respond to a patient complaint. What’s the best approach to this?

 

 

Goal and objectives:

  • To improve how customer complaints are prevented and responded to in your pharmacy.

After reading this module, you will:
a. Understand potential sources of complaints and how they can be dealt with
b. Be familiar with the NHS complaints procedure and the guidance on dealing with dispensing error complaints
c. Have considered various scenarios and discussed how to handle them.

Contributing author:

Katey Haycock is a pharmacist and writer with experience in multi-site pharmacy management, people management and career development

About this module

Pharmacy needs strong managers, effective leaders and people with the right skills to drive the profession forward. With this in mind, P3 Business CPD modules are written as practical learning tools for use by anyone in the pharmacy team.

Continuing professional development (CPD) is a statutory requirement for pharmacists. Completion of the module will contribute to the nine pieces of CPD that must be recorded in a year, as stipulated by the GPhC.

Test your understanding of the topic by completing the online pre-test. Then work through the module and complete the post-test to see if your knowledge has improved. Record your learning and how you applied it in your practice using the action and evaluation record at the end of this module, which will then be stored in your personal learning log.

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