AUTH/1947/1/07: PCT head of prescribing complaint about missed appointment by AstraZeneca representative (No breach)

📊

Key facts

⌄

Case number	AUTH/1947/1/07
Parties	Head of prescribing at a PCT v AstraZeneca UK Limited
Issue	Conduct of a representative (missed appointment; lack of explanation)
Complaint received	23 January 2007
Case completed	08 March 2007
Applicable Code year	2006
Clauses considered	15.2 and 15.4
Decision	No breach
Appeal	No appeal
Panel notes	Representative was “foolish” to use personal diary system; appointment data lost due to battery failure; conduct regrettable/ill-advised but no breach on balance
Company actions described	Representative required to use AstraZeneca-issued PDA; training to be revised to include guidance on cancelling appointments

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

🤖

Got a question about this case?

Ask one of our 13 specialist ABPI advisors — instant answers, 24/7.

Ask AskAnzal AI

🎬 Expert Video Walkthrough

🎬

Video walkthrough — coming for members

Subscribe now and get expert video analysis for every case as we publish them.

Subscribe — from £299/yr

📋

⌄

The head of prescribing at a primary care trust (PCT) complained about the conduct of a representative (now employed by AstraZeneca) who failed to keep an appointment.
The representative had previously been late to an appointment, contacted the PCT, and the meeting was cancelled and rebooked.
The representative then failed to attend the second appointment and did not explain the failure to attend.
The complaint was initially pursued with Abbott (AUTH/1914/11/06) but it transpired the representative was employed by AstraZeneca at the relevant time.
AstraZeneca explained the representative used his own personal digital assistant (PDA) rather than the company-issued device; the PDA battery failed during an initial training course and he lost all appointment details (no synchronisation/backup).
The representative contacted customers to reconfirm/rearrange appointments; when he contacted the PCT he had already missed the appointment.

⚖️

⌄

No breach of the Code was found.
The Panel considered the representative’s conduct regrettable and ill-advised, but on balance not a breach.
AstraZeneca required the representative to use the AstraZeneca-issued PDA going forward.
AstraZeneca said it would revise training to give guidance when circumstances necessitated cancellation of appointments.

🔒

Members get the complete breakdown — Clauses, Sanction, Signatory Lens, Audit checklist, and 3 Key Questions.

Best value

£249/year

Annual — save £99

£29/mo

Monthly

Join Now — Instant Access