SOP.SIS.03 (OOH)

When should you ask a customer to place a follow up call on their order if they have not yet received it?

Within 10 minutes of the expected ETA
Within 30 mins of the expected ETA
Within 1 hour of the expected ETA
Not to call at all and just to wait for its arrival as delays can happen

Should a customer call wishing to cancel an order that is already on route, you need to inform them (select the 2 correct answers):

Extra fees will be incurred if returning products to PBB
No fees will be incurred
The practice can continue to accept the order and keep for stock
Blood products can only be returned if the box is unopened

True or False, Out of Hours dispatch assistants are responsible for tracking Royal Mail Saturday deliveries to confirm their arrival using the Royal Mail tracking numbers that have been provided on the OOH email.

True
False

If a courier failure has been deemed to have occurred OOH, the dispatch assistant involved must add the details to the electronic Courier Failure Register.

True
False

True or False, a courier failure is deemed to have occurred for any delivery that is over 30 minutes late and any delivery that was picked up more than 30 minutes late.

True
False

Where a customer credit is required, you should ….

Email the Distribution Manager and provide details of the customer credit
Give the customer credit immediately on Orderwise so there is no delay in the credit being actioned
Complete a Credit Request Form

A customer calls to say their delivery has finally arrived. It is 2 hours late. In addition to actioning this as a courier failure what advise do you give about the product, select the correct answer.

Inform the customer the product will not be safe to use and should be disposed of and their account will be credited
You ask the customer to inspect the Timestrip on the unit and use the Guide to Reading Blood Product Timestrips document to decide if the product is safe to use
Tell the customer that a 2 hour delay will not be detrimental to the product and that is till be safe for them to use

The customer reads the blood product Timestrip on the red cell unit that has been delivered two hours late and they report the following colours:

There is a one colour indicator that is green
There is a blue colour indicator indicating a temperature breach of 1 hour

What action should be taken with regards to this unit?

The unit is not safe to use and must be disposed off
The unit must be returned to PBB and a new unit will be dispatched
The unit is safe to transfuse

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Pet Blood Bank UK