Abbott: PCT complaint about missed appointment by representative (AUTH/1914/11/06)

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Key facts

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Case number	AUTH/1914/11/06
Complainant	Head of prescribing at a primary care trust (PCT)
Company	Abbott Laboratories Limited
Issue	Conduct of a representative (missed appointment / failure to attend and explain)
Clauses considered	15.2 and 15.4 (with attention to supplementary information to Clause 15.4)
Decision	No breach
Complaint received	09 November 2006
Case completed	02 February 2007
Appeal	No appeal
Published	May 2007 Code of Practice Review
Applicable Code year	2006

Reviewed by Dr Anzal Qurbain (FFPM) — ABPI Final Signatory

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The head of prescribing at a primary care trust (PCT) complained that an Abbott representative failed to keep an appointment.
Earlier in 2006, the representative was late, phoned to say he was lost, and the meeting was cancelled and rebooked.
The representative then failed to attend the second appointment and did not contact the PCT to explain.
The PCT believed the rebooked appointment was with an Abbott representative; the representative later said he had made clear the second appointment was for him in his new role at another pharmaceutical company.
Abbott stated the representative left at the end of June; Abbott’s electronic diary system showed no future appointment recorded and nothing noted at the representative’s close-out meeting.
Abbott contacted the former representative (4 January 2007); he said he booked the second appointment for his new employer and gave reasons for not attending.

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No breach of the Code was ruled.
The Panel considered Abbott was not responsible for the failure to keep the second appointment in the circumstances.
The Panel considered the complainant should be asked if he wished the complaint to be raised with the representative’s new employer as a new case.

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