Turn complaints into positives

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.