Question

1. A customer, Ms SD comes to the counter demanding to speak to the pharmacist-in-charge. It appears that the pharmacist on duty last night dispensed the wrong medicine. Ms SD didn’t take any of the wrong medicine, but she is very unhappy about the incident. Describe how you would handle this situation in a way that eases Ms SD’s distress but also meets your obligations to your professional indemnity insurer

Answer 1

ANSWER :

PROCEDURE TO BE FOLLOWED BY PROFESSIONAL INDEMNITY INSURER :

• When presented with a complaint like dispensary error ,i will ensure the matter is handled by the pharmacist.
• I will show concern and willingness to correct any error.
• I will retain the evidence if possible and determine whether the wrong medication had been ingested and did she suffer any harm or any expenses incurred.
• As Ms SD did not ingest the wrong medication and no harm occured i will not offer compensation and will not mention the insurance cover as this will sow the seeds of opportunity.
• I will show empathy with Ms SD which gives her opportunity to vent their feelings.
• I will remain calm ,sympathetic and cooperative and will tell her that i will investigate how this occured and take action to tighten procedures.
• I will record the data and all relevant information.
• When a complaint is initiated like this it is important that we should not reply or write anything without first asking advice from PDL.