Element 11 - Customer service

Requirements Manual Documents

• P11A Staff Dress & Behaviour Policy
• P11B Customer Service Policy
• P11C Dealing with Customers
• P11D Payment Policy
• P11E Processing Sales
• P11F Deliveries by Pharmacy Staff
• P11G Selecting 3rd Party Service Provider Policy
• T11A Deliveries Register
• T11B Non PBS Approval Sign
• T11C Customer Service Statement

Example Documents

• Example Staff Dress and Behaviour Policy
• Example Customer Service Policy
• Example Payment Policy
• Example Selecting Third Party Providers Policy: Option 1
• Example Selecting Third Party Providers Policy: Option 2 (for pharmacies that don’t engage with third party providers)