A video shared on Twitter shows a Deliveroo driver handing a woman an open Boots paper bag containing Canesten thrush treatment and mocking the patient before handing over the product.
Aside from the misogyny, this video raises serious problems for pharmacies who work with @Delivero† The GPhC’s position is that “maintaining confidentiality is an essential part of
the relationship” between pharmacies/pharmacies and patients. https://t.co/X1NSnFookC
— Andrea James 💙 (@HealthRegLawyer) June 29, 2022
Boots told C+D today (June 30) it is “disappointed to learn of this incident”.
“All Boots orders through Deliveroo must be securely closed to ensure content remains secure and private,” it added.
“We are working with Deliveroo to investigate what happened on this occasion and to make sure it doesn’t happen again.”
A Deliveroo spokesperson confirmed to C+D that it “will no longer work with this rider” following the incident.
Deliveroo has approached the customer to apologize and is partnering with social media platforms to “request the video to be removed”, criticizing the driver’s behavior as “completely unacceptable”, the spokesperson added.
Read more: Boots makes nearly 100 OTC medicines available on Deliveroo in pilot partnership
Boots began its partnership with Deliveroo in August 2021, as a pilot launch at 14 UK locations.
The multiple confirmed to C+D today that the service is still in its pilot phase and emphasized that only over-the-counter (OTC) products are available for delivery via Deliveroo.
Incident details unclear
The product shown in the video is Canesten Thrush Combi, which is classified as a General Sales List (GSL) item.
Andrea James, a professional discipline and healthcare regulatory attorney at Brabners LLP, said it is “from a pharmacy perspective that it is unfortunate that the patient bought it from a pharmacy rather than a retail store, because of course the pharmacy is a regulated entity.” and is subject to much stricter requirements from the General Pharmaceutical Council (GPhC) than would apply to a regular retail store.”
“The GPhC’s view is that maintaining confidentiality is an ‘essential’ part of the relationship between patients and pharmacists and that failure of pharmacists to properly handle confidential information can damage the public’s trust in the professions. harm. That could come down to a matter of fitness to exercise,” she added.
A GPhC requirement also requires pharmacies providing remote services to “assess the suitability of packaging,” Ms James said.
“It is arguably inconsistent with that requirement to just put an unpackaged drug in an open bag — if that’s what happened here. We don’t know to what extent the Deliveroo driver interfered with the package that was originally handed to him,” Ms James emphasized.
Reputational damage and risk of sanctions
Eleanore Beard, specialist data attorney at Brabners LLP, added: “Boots and Deliveroo should both look at their data privacy frameworks and the data sharing agreements they have with providers to ensure the continued protection of their patients’ personal data. /customers guarantee.
“Incidents like this paint a bad image on companies, exposing you to reputational damage and even possible sanctions or fines from the Information Commissioner’s Office,” she warned.
Read more: Revealed: Nearly 50 pharmacy data breaches in 16 months
“It’s so important that companies are seen as caring for personal data, both legally and because it provides a competitive advantage – compliance with data protection laws increases the trust that customers or patients have in your company.”
“Important reminder” for all pharmacies
Ms James added: “This video serves as an important reminder of the risks associated with outsourcing any aspect of pharmacy services to third parties who may not appreciate the importance of the role.
Pharmacies are still responsible for ensuring the safety and effectiveness of any part of the service (including delivery) that they outsource to third parties – this includes conducting due diligence in selecting contractors and regularly monitoring the performance of those contractors.”