Complaints can be extremely detrimental to a pharmacy business if they are not dealt with in a timely manner and resolved effectively. A common scenario is as follows:
It is of paramount importance that circumstances like these are "nipped in the bud" as soon as a potential complaint is recognised.
Inclusive within our services we include a robust NHS complaints module. This has been created so that community pharmacies can meet the requirements set out in the CPAF. Below you can see screen shots of the system, the blue text at the top of the image is present to guide pharmacists using the system for the first time.
The NHS complaints module contains:
Below is a picture of the Camplaints record manager, a pharmacist can use this section of the tool to track new and previous complaints which have been logged on the system.
The next part of the module (below) shows how the pharmacist can easily send out an email from the HubNet.io system to a patient to fill out the form.
This next section, seen below, shows how the pharmacist can copy a link from the HubNet.io system and send the link to patients who may want to complain.
From testing this module of the past few years we have found that Superintendents find it very useful to get feedback from patients. Also by digitising the complaints procedure it removes bias from the patient physically handing a complaint to the pharmacist in question, by doing this online, better, honest feedback can be obtained from customers.
Hubnet is an online pharmacy information system. We intend to provide healthcare professionals with an online ecosystem to allow for better communication between each other and their patients. Protected by law, the data you enter into this site remains your intellectual property and cannot be used by us. Our goal is to enable you to do more, if you like it you can subscribe for more!