Handling complaints well is an opportunity to turn a poor customer experience into a good one, and potentially maintain loyalty. But before coming to the practicalities, there are some professional requirements that come with the territory.
Every pharmacy should have a standard operating procedure (SOP) for dealing with complaints. Complaints about dispensing errors should be recorded appropriately; professional guidance and NHS complaints procedures should be followed, as appropriate.
Following GPhC or PSNI principles should help to keep patient complaints to a minimum.
When responding to a complaint, think about the situation from the patient’s point of view. They will be looking to be heard, to receive a sincere apology and to have some reassurance that it won’t happen again.