Kentucky Board of Pharmacy (2023)

Q: What must a practitioner do to be authorized to prescribe buprenorphine products in Kentucky?​

A: The rules that govern physician and physician assistant prescribing can be found in the regulations of t​he Kentucky Board of Medical Licensure. The rules that govern APRNs can be found in the regulations of the Kentucky Board of Nursing. The substance abuse and mental health services administration (SAMHSA), a branch of the Department of Health and Human Services coordinates the federal response to substance abuse prevention and treatment and drafts the federal rules governing the prescription of buprenorphine products.

A licensed physician, physician’s assistant or APRN must:

  1. Obtain and maintain in good standing a data X waiver and license issued by the DEA to prescribe buprenorphine products for the treatment of opioid use disorder in the Commonwealth of Kentucky.
  2. Possess a certification for the completion of a buprenorphine certified course from SAMSHA.

For Physicians and Physician Assistants only:For each three (3) year continuing education cycle, each DEA-licensed prescriber of Buprenorphine-Mono-Product or Buprenorphine-Combined-with-Naloxone shall complete at least twelve (12) hours of continuing medical education.

201 KAR 9:270 (1)(1),201 KAR 20:065(2)(1), and21 U.S.C. § 823(g)(2)​.

Q: How do I verify a Buprenorphine Waiver ID number?

A:SAMHSA in the US Department of Health & Human Services manages Buprenorphine Waivers. Only 1 Buprenorphine Waiver ID number (X-number) is issued to an individual prescriber and that waiver ID number is used nationally.

SAMHSA's online waiver verification resource for pharmacists can be found here:

If the lookup tool is giving unexpected results, the pharmacist can also contact SAMHSA by phone or email to verify a Buprenorphine Waiver.

For more information on buprenorphine waivers, contact the SAMHSA Center for Substance Abuse Treatment (CSAT) at866-BUP-CSAT(866-287-2728)

​​Q: How must a prescription for buprenorphine products be transmitted to pharmacies?

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A: Beginning January 1, 2021, no practitioner shall issue any prescription for a controlled substance unless the prescription is made by electronic prescription from the practitioner issuing the prescription to the pharmacy. Exceptions to this requirement are set forth in KRS 218A.182.

A pharmacist who receives a written, oral, or faxed prescription for a controlled substance shall not be required to verify that the prescription falls under one of the exceptions in KRS 218A.182. Moreover, if the practitioner has obtained an EPCS waiver​ from CHFS, they are not required at this time to utilize an electronic prescription. Pharmacists may continue to dispense otherwise valid written, oral, or faxed prescriptions that are consistent with current laws and regulations.

The exceptions to the electronic prescription requirement for controlled substances, includes:

(a) By veterinarians;

(b) In circumstances where electronic prescribing is not available due to temporary technological or electrical failure;

(c) By a practitioner to be dispensed by a pharmacy located outside the state;

(d) When the prescriber and dispenser are the same entity;

(e) That include elements that are not supported by the most recently implemented version of the National Council for Prescription Drug Programs Prescriber/Pharmacist Interface SCRIPT Standard;

(f) By a practitioner for a drug that contains certain elements that cannot be incorporated as required by the United States Food and Drug Administration with electronic prescribing, including extemporaneous compounding;

(g) By a practitioner allowing for the dispensing of a nonpatient specific prescription under a standing order, approved protocol for drug therapy, or collaborative drug management or comprehensive medication management, in response to a public health emergency;

(h) By a practitioner prescribing a drug under a research protocol;

(i) By practitioners who have received a waiver or a renewal thereof, from the requirement to use electronic prescribing due to economic hardship, technological limitations that are not reasonably within the control of the practitioner, or other exceptional circumstance demonstrated by the practitioner. The initial waiver and each subsequent waiver renewal shall not exceed one (1) year per waiver or waiver renewal;

(j) By a practitioner under circumstances where, notwithstanding the practitioner's present ability to make an electronic prescription as required by this subsection, the practitioner reasonably determines that it would be impractical for the patient to obtain substances prescribed by electronic prescription in a timely manner, and delay would adversely impact the patient's medical condition;

(k) By a practitioner for an individual who receives hospice care; or

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(l) By a practitioner for an individual who is a resident of a nursing facility.

Q: Can a prescription for buprenorphine-containing products be transferred for the purpose of refill dispensing?

A: Yes, the transfer of original prescription information for a controlled substance listed in Schedule III, IV, or V for the purpose of refill dispensing is permissible between pharmacies on a one-time basis. However, pharmacies electronically sharing a real-time, online database may transfer up to the maximum refills permitted by law and the prescriber’s authorization. (Title 21 CFR 1306.25)

A transfer must be communicated directly between two licensed pharmacists and transfers via oral, paper, or electronic prescriptions are subject to the requirements set forth in Title 21 CFR 1306.25​. A controlled substance prescription that has never been dispensed may not be transferred, with the following exception. If pharmacies have a common database, and have an operating system that works in real time, a controlled substance prescription that has never been filled may be “forwarded” not transferred to another pharmacy within the common database. (​)

Q: When may a refill of a prescription for buprenorphine-containing products be authorized? How many times may a prescription for buprenorphine products be refilled?

A: A prescription for buprenorphine products shall not be filled or refilled more than six (6) months after the date issued.

  • MD/DO: A prescription may be written with up to a maximum of five (5) refills and be refilled no more than five (5) times.

  • APRN/PA: A prescription may be written with up to a maximum thirty (30) day supply without refills. The dosing and quantity supply of buprenorphine-containing products per prescription varies in accordance to the patient’s treatment plan. (201 KAR 20:065)

Under title 21 of the code of federal regs § 1306.23, the partial filling of a schedule III is permissible so long as each partial filling is recorded in the same manner as a refilling, the total quantity dispensed in all partial fillings does not exceed the total quantity prescribed, and no dispensing occurs after 6 months after the date on which the prescription was issued.

A prescription can be renewed by the practitioner and a new prescription that is written, electronic, or oral, shall be required. (KRS 218A.180​) (KRS 314.011(8))

Q: When may Buprenorphine-Mono-Products be prescribed for medically supervised withdrawal or as a maintenance treatment for a patient diagnosed with opioid use disorder?

A: Pursuant to KBML and KBN prescribing standards, buprenorphine-Mono-Product shall not be prescribed for medically supervised withdrawal or as a maintenance treatment for a patient diagnosed with opioid use disorder unless the patient is pregnant, has demonstrated hypersensitivity to naloxone, the Buprenorphine-Mono-Product is administered under supervision in a physician’s office or other healthcare facility, or the patient is transitioning from methadone to buprenorphine, limited to a period of no longer than a week. This applies to physicians, PA’s, and APRN’s. 201 KAR 9:270 (2)(2)​ and 201 KAR 20:065 (3)(2).

Q: To address an extraordinary and acute medical need, can buprenorphine-containing products be prescribed to a patient who is also being prescribed benzodiazepines, other sedative hypnotics, stimulants, or other opioids without consultation?

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A: Yes. A practitioner may prescribe or dispense buprenorphine products to a patient who is also being prescribed benzodiazepines, other sedative hypnotics, stimulants, or other opioids, without consultation in order to address an extraordinary and acute medical need not to exceed a combined period of thirty (30) days. 201 KAR 9:270 (2)(3)(b) and 201 KAR 20:065 (3)(3)(b).

Q: When is a psychiatry/addictionology consultation required before prescribing buprenorphine-containing products?

A: Buprenorphine products shall not be prescribed or dispensed to a patient who is also being prescribed benzodiazepines, other sedative hypnotics, stimulants or other opioids, without consultation of a physician who is certified by the American Board of Addiction Medicine, the American Board of Preventive Medicine, the American Board of Medical Specialties (ABMS) in psychiatry, or an American Osteopathic Association (AOA) certifying board in addiction medicine or psychiatry. (201 KAR 9:270 (2)(3)(a))

APRN’s shall not prescribe buprenorphine products to a patient who is also being prescribed benzodiazepines, other sedative hypnotics, stimulants or other opioids, without consultation of a physician certified in addiction medicine or psychiatry as required by 201 KAR 9:270, an APRN certified in addiction therapy by the Addictions Nursing Certification Board, American Academy of Health Care Providers in the Addictive Disorders or National Certification Commission for Addiction Specialists, or a psychiatric-mental health nurse practitioner. (201 KAR 20:065 (3)(3)(a)​)

Q: Are there limits on the quantities and dosages per day of buprenorphine-containing product that can be prescribed by a physician or physician assistant?

A: A physician or PA shall prescribe to the patient an amount of buprenorphine product that is necessary to minimize craving and opiate withdrawal, is to be taken no more than once daily, is only able to supply the patient until the next visit and does not produce opiate sedation. 201 KAR 9:270 (2)(4)​(e)(2). This does not apply to APRNs.

EXCEPTIONS for once daily dosing:

  • If the patient is pregnant, the product is to be taken no more than twice daily.
  • If the patient is receiving a daily dosage of less than 16mg, the product is to be taken no more than twice daily.
  • If the patient is simultaneously engaged in cancer treatment, hospice or palliative care, the product is to be taken bid or tid.
  • If the patient is undergoing a major surgery or has suffered a significant physical trauma, the product shall be taken bid or tid for up to fourteen (14) days. 201 KAR 9:270 (2)(4)(e)(2)(c).

A physician who is unable to conform to the professional standards for prescribing buprenorphine products due to circumstances beyond the physician’s control, or if the physician makes a professional determination that it is not appropriate to comply with a specific standard, may prescribe buprenorphine in accordance with SAMHSA guidelines if the physician documents those circumstances in the patient’s record and only prescribes buprenorphine products to the patient when the patient record appropriately justifies the prescribing. 201 KAR 9:270(4)(2).

Q: Are there limits on the quantities and dosages per day of buprenorphine-containing product that can be prescribed by an APRN?

An APRN shall prescribe to the patient the amount of buprenorphine product that is necessary to minimize craving and opiate withdrawal, does not produce opiate sedation, is only able to supply the patient until the next visit and does not exceed FDA-approved dosage limit and/or a maximum of thirty (30) days. 201 KAR 20:065 (2)(4)(e).

Q: What kind of information must be present on a prescription for a buprenorphine-containing product for it to be valid?

A: All prescriptions for controlled substances shall include the full name and address of the patient, drug name, strength, dosage form, quantity prescribed, directions for use, and the name, address, registration number and “X” number of the practitioner. KRS 218A.180(5), 21 CFR § 1306.05

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NOTE: When reporting to KASPER, you must report the actual DEA number, not the data waiver (“X” number).

Q: What record keeping requirement is required for pharmacists filling buprenorphine-containing products?

A: A pharmacist refilling any prescription shall record on the prescription or other equivalent record the date, the quantity, and the pharmacist’s initials. The maintenance of prescription records under the federal controlled substances laws and regulations containing substantially the same information as specified in KRS 218A.180 shall constitute compliance with the statute.

Pursuant to KRS 218A.200, controlled substance inventory records, including invoices, must be kept for five (5) years. Further, 201 KAR 2:171 requires a record of the day’s prescription data to be dated, verified, and signed by the pharmacist(s) who filled the prescription and kept for five (5) years. Original prescriptions or a record of refill, if received written or oral, shall be preserved as a hard copy for three (3) years and thereafter may be preserved as a hard copy or electronically for an additional two (2) years. Records that are received electronically may be kept electronically and shall be preserved electronically for no less than five (5) years. (201 KAR 2:171)

Q: What must be present on the label of the dispensing container for a buprenorphine-containing product?

A: The pharmacist filling a written, facsimile, electronic, or oral prescription for a controlled substance shall affix to the package a label showing the date of filling, the pharmacy name and address, the serial number of the prescription, the name of the patient, the name of the prescribing practitioner and directions for use and cautionary statements, if any, contained in such prescription or required by law. (Title 21 CFR 1306.14 (a))

Q: What quantity of buprenorphine-containing medications may a PA prescribe to a patient?

A: Prescriptions issued by a physician assistant for Schedule III controlled substances, as described in KRS 218A.080, shall be limited to a thirty (30) day supply without any refill.

Q: When a pharmacy dispenses a long-acting injectable buprenorphine product, what must the pharmacy and pharmacist do to ensure compliance with federal law?

A: Currently, Sublocade is the only long-acting buprenorphine product delivered directly to the provider under the Support Act. Brixadiwill join this drug class in December15,2021. To ensure compliance with the REMS program, see the requirements here:​ Moreover, these long-acting injectable are governed by federal law in 21 U.S.C. 823(g)​.​



How do I file a complaint against a pharmacy in Kentucky? ›

Grievances may be submitted online or by submitting a paper, Grievance Form​. All grievances are taken seriously and acted upon provided the following criteria are met: The pharmacy involved is properly identified as well as a complete description of the violation.

Do pharmacy technicians have to be certified in Kentucky? ›

All pharmacy technicians must be registered with the Kentucky Board of Pharmacy pursuant to KRS 315.135. Their registration certificate should be on display at their primary place of employment and their pocket card should be in their possession while working.

How do I get a pharmacy tech license in Kentucky? ›

Applicants for certification must pass the agency's exam and meet the other requirements to earn the CPhT credential. The applicant must possess a high school diploma or GED equivalent, pass a criminal background check, and complete formal pharmacy technician training (in the case of the ICPT).

Who can prescribe controlled substances in Kentucky? ›

Important Reminder - Prior to procuring, dispensing or prescribing controlled substances to patients in Kentucky, a physician must have the following:
  • An active Kentucky Medical License.
  • A DEA registration number specific for Kentucky.

How do you formally complain about a pharmacy? ›

Each pharmacy must have a complaints manager. Their chief executive or a partner must act as the 'responsible person' who makes sure complaints are dealt with properly. You can complain by letter, email or by talking to someone at the pharmacy.

What is negligence in pharmacy? ›

As you may expect, pharmacy negligence occurs when a pharmacist who is dispensing drugs makes a mistake or omission due to careless operation or procedure.

How much does a certified pharmacy technician make in KY? ›

Pharmacy Technician Kentucky VS Pharmacy Technician National
TypeKentucky SalaryUS Salary
Hourly Wage$14.60$17.52
Monthly Salary$2,530$3,040
Annual Salary$30,370$36,450

Can pharmacy techs give vaccines in Kentucky? ›


This 3 hour CE meets the requirements of Kentucky Emergency Administration Regulation 201 KAR 002:410, allowing pharmacy technicians to administer immunizations to individuals ages 3 years and older.

Can a technician become a pharmacist? ›

However, you cannot progress from pharmacy technician to pharmacist, as you need to do the 4-year full-time MPharm degree followed by a foundation training year in a paid work placement.

Is pharmacy tech test hard? ›

The PTCB exam can be tough and being prepared is the key to success. As with any other important exam, studying before the big day can make a big difference in your final score. Follow these study tips to make sure you feel confident once exam day arrives. Yes, there might be some obscure questions on the test.

What qualifications do I need to be a pharmacy technician? ›

How to become a pharmacy technician. You'll need to complete a two-year accredited pharmacy technician course involving a mix of practical work experience and study. You'll usually be employed by a pharmacy as a pre-registration trainee pharmacy technician and study for a level 3 apprenticeship.

How long does it take a pharmacy Tech to become a pharmacist? ›

Pharmacy school typically requires four to five years. However, some pharmacy schools may not require an undergraduate degree and offer longer programs. Some pharmacy school students also complete a one-to-two year fellowship after completing their program.

Who can prescribe Adderall in Kentucky? ›

In Kentucky, APRNs have been able to prescribe controlled substances since 2006 under a “collaborative agreement for prescriptive authority-controlled substances,” or CAPA-CS. They are allowed to prescribe a 72-hour supply of a Schedule II drug; HB 354 wouldn't change that.

Is gabapentin a controlled substance in KY? ›

As of July 2022, these states consider gabapentin a schedule V controlled substance: Alabama. Kentucky.

Is Xanax a controlled substance in KY? ›

Some examples of Schedule IV drugs include Darvon, Xanax, Valium, and Versed.

What is unethical behavior in pharmacy? ›

Abuse of prescription drugs. Adulteration of illicit drugs. Excessive cost of medical drugs. Secrecy about pharmaceutical products. Secrecy about pharmaceutical products.

What is unprofessional conduct of a pharmacist? ›

Making or filing a report or record which a pharmacist or pharmacy knows to be false; failing to file a report or record required by state or federal law or rule; willfully impeding or obstructing the filing of a report described in this subsection or inducing another person to do so.

Is there a governing body for pharmacy? ›

General Pharmaceutical Council (GPhC)

What are the 4 C's of malpractice? ›

Recognizing that you are an imperfect human being who will make mistakes, you can nevertheless reduce your risk of causing harm, and of being sued successfully. Start by practicing good risk management, building on the old adage of four Cs: compassion, communication, competence and charting.

What are the 4 examples of negligence? ›

While seemingly straightforward, the concept of negligence itself can also be broken down into four types of negligence: gross negligence, comparative negligence, contributory negligence, and vicarious negligence or vicarious liability.

What are the 3 types of prescription errors? ›

The three most common dispensing errors are: dispensing an incorrect medication, dosage strength or dosage form; miscalculating a dose; and failing to identify drug interactions or contraindications. Errors caused by drug administration can be made by the health care provider or by the patient themselves.

What is the highest paid Pharmacy Technician? ›

High Paying Pharmacy Technician Jobs
  • Clinical Pharmacy Specialist. Salary range: $35,500-$132,000 per year. ...
  • Pharmacist Specialist. ...
  • Pharmacy Informatics Specialist. ...
  • Pharmacy Technician Program Director. ...
  • Pharmacist Assistant. ...
  • Senior Pharmacy Technician. ...
  • Hospital Pharmacy Technician. ...
  • Pharmacy Technician Per Diem.

What company pays pharmacy techs the most? ›

Top companies for Pharmacy Technicians in United States
  • US Department of Veterans Affairs. 3.8 $24.73per hour. 11,196 reviews9 salaries reported.
  • Express Scripts. 3.3 $24.63per hour. ...
  • Catalent Pharma Solutions. 3.1 $21.69per hour. ...
  • Option Care Health. 2.8 $21.42per hour. ...
  • Banner Health. 3.6 $21.23per hour. ...
  • Show more companies.
5 days ago

What age can pharmacists give vaccines in Kentucky? ›

Age of Patient

Any individual nineteen and older.

Can pharmacist give injection? ›

Giving injections isn't really a main job for pharmacists but if you get licensed, you can.

What vaccines are administered by pharmacists? ›

2) Regulations 2015 and the Medicinal Products (Prescription and Control of Supply) (Amendment) Regulations 2011 provide for the supply and administration of particular vaccines by pharmacists, specifically seasonal influenza, pneumococcal polysaccharide and herpes zoster vaccines.

How can I work at a pharmacy without a degree? ›

There are no set entry requirements, but most employers will expect good literacy, numeracy, and IT skills. They may ask for GCSEs or equivalent qualification and some relevant work experience. Even where it is not specified, experience in a customer service role would be an advantage.

Can you study pharmacy online? ›

We offer training through various modes of delivery, including online and distance learning.

How much does pharmacy assistant earn? ›

The average pharmacist assistant salary in South Africa is R 250 000 per year or R 128 per hour. Entry-level positions start at R 213 003 per year, while most experienced workers make up to R 2 275 786 per year.

Is there math on the pharmacy tech exam? ›

For many students, pharmacy math is one of the most challenging parts of the PTCB exam. There is a lot of ground to cover, and getting your ahead around the many types of questions can prove difficult.

Do pharmacy techs have to be good at math? ›

Pharmacy technicians need to know and have a strong grasp on basic algebra. For example, as a pharmacy technician, you will find yourself completing equations to determine how much of one ingredient you need to add to another.

What percentage of people pass PTCB? ›

Credentials By the Numbers
Exam DateCPhT Exams AdministratedPass Rate
2019 Exams51,76858%
2020 Exams33,63470%
2021 Exams42,61571%
19 more rows

What level is pharmacy technician? ›

The Higher Certificate in Science – Pharmacy Technician course is an NFQ Level 6, two-year course. The course prepares students for a profession as a Pharmacy Technician and is delivered by leading scientists and pharmacists.

What is the difference between a pharmacist and pharmacy technician? ›

Pharmacy technicians mainly assist with clerical work within a pharmacy or hospital. Pharmacists are chiefly responsible for ensuring that patients' medications are filled properly and safely.

How much does a pharmacy technician make? ›

An entry level pharmacy technician (1-3 years of experience) earns an average salary of $825,572. On the other end, a senior level pharmacy technician (8+ years of experience) earns an average salary of $1,307,618.

What's the next step after pharmacy tech? ›

Advancement opportunities are evolving in large pharmacies and health systems pharmacy technicians with significant training or experience can be promoted to supervisory positions. Some may advance into specialty positions such as chemotherapy technician or nuclear pharmacy technician. Others may move into sales.

Can teladoc prescribe me Adderall? ›

Teladoc doctors don't issue prescriptions for substances controlled by the DEA, non-therapeutic and/or certain other drugs that may be harmful because of their potential for abuse.

Can cerebral prescribe Adderall in Kentucky? ›

They're unable to prescribe controlled substances, like stimulants, including ADHD medications (they do, however, prescribe non-stimulant ADHD medications in most states).

What kind of doctor can write a prescription for Adderall? ›

Licensed professionals who are authorized to prescribe Adderall include: Physicians, including primary care physicians and neurologists. If you plan to ask your primary care physician, let them know you are interested in ADHD treatment, as scheduling a longer-than-normal appointment may be necessary.

Is gabapentin tracked on Pdmp? ›

Gabapentin also requires reporting of prescriptions in several states, which means it is included in the states prescription drug monitoring program (PDMP) system.

Is Flexeril a controlled substance in Kentucky? ›

Cyclobenzaprine is not currently controlled under the Controlled Substances Act.

What level is tramadol? ›

On July 2, 2014, the DEA published in the Federal Register the final rule placing tramadol into schedule IV of the Controlled Substances Act.

What is a legend drug in KY? ›

(1) "Legend drug" means any drug defined by the Federal Food, Drug and Cosmetic Act, as amended, and under which definition its label is required to bear the statement "Caution: Federal law prohibits dispensing without prescription."

How often can I get my Xanax refilled? ›

(a) No prescription for a controlled substance listed in Schedule III or IV shall be filled or refilled more than six months after the date on which such prescription was issued. No prescription for a controlled substance listed in Schedule III or IV authorized to be refilled may be refilled more than five times.

How early can you refill a Xanax prescription? ›

Generally, 7 days is the earliest you will be able to request a refill if your prescription is covered by insurance since your drug plan will only cover an allowed amount within a certain period of time. For instance, your plan may only cover 30 pills for 30 days.

What does the Kentucky ombudsman do? ›

​The Kentucky Long-Term Care Ombudsman program advocates for residents of nursing homes, personal care homes and family care homes, improving care and encouraging positive change at all levels. Far too many long-term-care residents suffer psychological, physical and other types of abuse and neglect.

How do pharmacists handle customer complaints? ›

Complaints – how to give great customer service
  1. Know your SOPs in advance. Most pharmacies will have in place a standard operating procedure (SOP) for handling complaints, which all staff should have read. ...
  2. Listen to the customer. ...
  3. Discuss the matter in private. ...
  4. Resolve the problem asap. ...
  5. Get all the facts.

How do I file a complaint in Kentucky? ›

If you would like assistance in resolving a consumer complaint, please complete our Online Consumer Complaint and Mediation Request Form, or print and mail a General Consumer Mediation Form (on the right sidebar of this page), or call the Consumer Protection Division at (502) 696-5389.

What is a product complaint in pharma? ›

A product complaint is any inquiry or dissatisfaction with the identity, strength, quality or purity of a pharmaceutical product or medical device, including reports of suspected counterfeit/falsified product.

What complaints does the Ombudsman deal with? ›

There are two types of ombudsman. Some cover the private sector - they handle financial and consumer complaints. Some cover the public sector - they mainly look into complaints about government organisations and public services. Most ombudsmen are members of the Ombudsman Association.

What are the cases mostly handled by the ombudsman? ›

What are Ombudsman cases? A complaint filed in or taken cognizance of by the Office of the Ombudsman charging any public officer or employee including those in the government-owned or controlled corporations, with an act or omission alleged to be illegal, unjust, improper or inefficient is an Ombudsman case.

When should I complain to the Ombudsman? ›

When can one file a complaint? One can file a complaint before the Banking Ombudsman if the reply is not received from the bank within a period of one month after the bank concerned has received one's complaint, or the bank rejects the complaint, or if the complainant is not satisfied with the reply given by the bank.

What is an accountable pharmacist? ›

Accountable Pharmacist include the. approval of all systems of work and. documentation used in the unit. This. person is also an Authorised Pharmacist.

Where is the best place to file a complaint? ›

File a complaint with your local consumer protection office or the state agency that regulates the company. Notify the Better Business Bureau (BBB) in your area about your problem. The BBB tries to resolve your complaints against companies.

How do you make a strong complaint? ›

Tips for writing a successful complaint letter
  1. Structure. ...
  2. Address the letter to a real person. ...
  3. Be honest and straightforward. ...
  4. Maintain a firm but respectful tone, and avoid aggressive, accusing language. ...
  5. Include your contact information. ...
  6. Tell them what you want. ...
  7. Do not threaten action. ...
  8. Keep copies and records.

What are the 4 steps in the consumer complaint process? ›

4 steps to handling a customer complaint
  1. Identify the problem. The first thing to do in the case of a complaint is identify the problem. ...
  2. Rectify the problem. ...
  3. Follow up on the problem. ...
  4. Learn from the problem.
17 Jan 2020

What are the 4 types of complaints? ›

When customers are dissatisfied with the service you're providing, they will be one of four kinds of complainers: aggressive, expressive, passive or constructive.

What are the 5 categories of complaints? ›

5 of the Most Common Types of Customer Complaints, and How to Handle Them
  • The Meek Customer.
  • The Aggressive Customer.
  • The High Roller Customer.
  • The Rip-Off Customer.
  • The Chronic Complainer Customer.
27 Oct 2016

What are the five main steps to handling a complaint? ›

A 5-step process for handling customer complaints
  1. Step 1: Dig deeper by asking the right questions. ...
  2. Step 2: Identify the type of customer you're dealing with. ...
  3. Step 3: Respond to the customer quickly. ...
  4. Step 4: Present a solution, and verify that the problem is solved. ...
  5. Step 5: Log the complaint so you can track trends.
2 Jun 2022


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