Customer Care Scheme report published

28 July 2016

The annual report of the Society’s Customer Care Scheme has just been published and records a momentous year.  Now in its sixth year the report reveals that it has been judged to be so successful that now all the Society’s dispensing members are automatically enrolled, boosting membership to 1,200.

Dealing with 2015/2016 the document records that there were just 45 complaints in the period under review – out of more than a quarter of a million sales nationwide, although this was a slight increase (up three) compared with the previous 12 month period.

The complaints involved 18 companies. There were no referrals to the regulator, the Health and Care Professions Council (HCPC) or to the Society’s disciplinary procedures.

During the year in review there were a number of initiatives where BSHAA has supported its members so the public can “buy with confidence”.  It has produced guides on Excellence in Customer Care and on Record Keeping and has also worked with Trading Standards to provide template Terms & Conditions of supply which incorporate the recent changes in the sale of goods law and provide clarity and transparency for the public. Finally, BSHAA continually keeps its members up to date on any lessons learned.

Society President Peter Sydserff said he was delighted with the report.  He said the fact that so few complaints reached the Scheme meant that members and their companies were delivering a high quality service, and where there were issues to resolve, were dealing with those in such a manner that clients went away satisfied.

You can read the full report here