I. OBJECTIVE: To describe the respond
given to customer when a product complaint is present.
II. SCOPE:
- Complaints are expressed by customer and other involved parties.
- DHO-FDA or local regulator body has authority to review actual complaint and other related cases.
- This procedure is applied in a case to case basis only.
III. RESPONSIBILITY
- Pharmacist
- Owner/Manager
- Pharmacy Assistant
IV. PROCEDURE
- Upon receiving the complaint the pharmacy assistant immediately calls the attention of the pharmacist.
- Ask the complainant for the official receipt to ensure that the product was bought in the drugstore.
- The pharmacist will ask for details regarding the complaint. An interview shall be imposed.
- Check the batch no., expiry date and condition of the medicine.
- Have a record of the complaint.
- If the complaint is justified the following will be done:
- Investigate proper action to prevent recurrence.
- Replace or refund the money.
- Inform the supplier.
- If the complaint is not justified, advice the customer about the findings.
- Submit a report to the authority.
V. QUALITY OF RECORDS:
The pharmacist will file the complain
and keep for 1 year in case of another incident to happen.
VI. FORMS:
Logbook
VII. END OF DOCUMENT
