Pharmaceutical product complaint handling – Evolution of a systematic mechanism

Customer complaints in medicinal product industry are an indicator of dissatisfaction of patients, doctors or stakeholders across the supply chain network. Information about defective Pharmaceutical products due to potentially deficient manufacturing and distribution practices may put the business on risk. An effective mechanism for medicinal product complaint handling is an essential business requirement of pharmaceutical industry because of its potential to jeopardize the firm’s reputation and trigger regulatory action. The prevailing complaint handling practices in pharmaceutical sector have random and independent approach without synchronizing the gross interest along with technical pathway. This study produces the unique model to encompass entire business periphery including top management’s commitment with technical inputs in handling complaints. At the end of study a holistic framework has been detailed out that shall help to receive, investigate and establish the corrective and preventive actions. As a result of this study, the customer complaint resolution management in pharmaceutical industry has been proposed as a conglomerate concept to ensure overall investigation and mitigation of adverse impact on business due to patient’s risk, impending legal and regulatory actions