2005 Edition Report on Drug Administration Procedure & Practices ...

Part II Procurement Section, CPO1. Receiving the Complaint1.1 The officer receiving the call must ensure the complaint form is received afterbeing notified by the institution initiating the complaint.1.2 The officer receive the complaint must acknowledge the complaint by return fax tothe initiating institution immediately.1.3 The Pharmacist (Procurement) or his delegate must follow up with the initiatinginstitution to ensure full understanding of the nature of the complaint and receiptof relevant samples where appropriate.1.4 Open case file which must be endorsed by Senior Pharmacist (Procurement) andcirculate within the procurement section.1.5 The report form must be used to document and communicate with relevant partiesby fax on all the activities taken throughout the entire exercise.2. Immediate Action2.1 The Pharmacist (Procurement) will assess the situation and seek endorsement fromSenior Pharmacist (Procurement) on the course of actions to be taken.2.2 Organise, arrange and document all evaluation testing on both the complaintsample and circulating stock respectively.2.3 Inform users, supplier, the Department of Health, the Government SuppliesDepartment and HA Central Procurement Unit if necessary on all actions taken asappropriate.2.4 Evaluate the situation and make necessary arrangement to ensure continuity ofsupply of the affected item if necessary.2.5 All actions and steps taken are properly documented on the report form.3. Follow-up Action3.1 Follow up on the progress of investigation by supplier/manufacturer.3.2 Validate the outcome of the any investigation by independent testing or consultexpert opinion where necessary.3.3 Assess the validity, accept or reject the submitted explanation and proposedimprovements to be implemented by the supplier/manufacturer.3.4 Inform users, supplier, the Department of Health, the Government SuppliesDepartment and HA Central Procurement Unit if necessary on any proposedactions or recommendation as appropriate.3.5 All actions and steps taken are properly documented on the report form.HAHO Aug 963