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Friday, November 30, 2012

Pharmacy Standard Operating Procedure: Product Complaint

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

  1. Upon receiving the complaint the pharmacy assistant immediately calls the attention of the pharmacist.
  2. Ask the complainant for the official receipt to ensure that the product was bought in the drugstore.
  3. The pharmacist will ask for details regarding the complaint. An interview shall be imposed.
  4. Check the batch no., expiry date and condition of the medicine.
  5. Have a record of the complaint.
  6. If the complaint is justified the following will be done:
  • Investigate proper action to prevent recurrence.
  • Replace or refund the money.
  • Inform the supplier.
  1. If the complaint is not justified, advice the customer about the findings.
  2. 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

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