The GPhC guidance lists a series of action points to be taken and a detailed description is included. A summary of the action points is listed below:

• Establish if the patient has taken any of the incorrect medicine
• Ask to inspect the incorrect medicine
• Apologise
• Never try to minimize the seriousness of a complaint
• Make a correct supply of the correct medicine ordered on the prescription if appropriate
• Establish the patient's expectations
• Provide details of how to complain to an 'official body' if requested
• Try to establish what happened and what went wrong
• Follow company procedures/SOPs for reporting errors and complaints
• Record, review and learn from errors made
• Notify the pharmacist who was on duty at the time
• Inform your professional indemnity insurance provider.