The NHS wants more from pharmacies and, increasingly, so do patients. While the growing awareness of the sector’s capabilities and accessibility can open up many opportunities, pharmacies may also be more exposed to patients’ frustrations – especially since the pandemic
Learning objectives
This module will help you to:
Improve how customer complaints are prevented and responded to in your pharmacy
Understand potential sources of complaints and how they can be dealt with
Create a checklist for step by step complaints handling that can be used by the pharmacy team to manage complaints
Make sure your complaints handling SOP is fit for purpose
Be able to hold a team discussion on complaints handling.
