Patients and customers should be able to expect a helpful and courteous level of service from the pharmacy team.
When a complaint is received, ask whether they were treated politely and offered help to find what they were looking for. Were they able to speak to the pharmacist or an appropriately trained member of staff? And if a medicine sale was made, did the pharmacist or team member ask questions in the right manner?
A common theme in complaints nowadays is the time patients are kept waiting; these complaints can often be unfair, and there is widespread misunderstanding about the time required to prepare and dispense medicines safely. Nonetheless, waiting should be kept to a minimum as far as is possible, and informing customers of how long they might have to wait during busy periods can help to manage the situation.