Context
When a customer raises a query with Support that a medication or dosage does not appear on CAPA, PCS will add this for them. This needs to be done by one of a specific group of staff with either clinical or extensive CAPA experience. This cannot be done by Support.
Process
Customer Contacts Support
The customer contacts support to either state they need a medication or dosage adding to CAPA or to query that it does no appear for them on CAPA
Support checks CAPA to establish whether the medication/dosage is there
It not then Support advises the customer that we will raise a request to get it added
Use the Zendesk macro 'Medication>Add product/dosage request' and complete the details, including images of either the box or the prescription
Escalate to Second Line Support
Use the macro Medications>Add product/dosage request and complete the details
Then use the macro Escalated>Non Assign>Support Second Line to escalate the ticket to Second Line Support
Second Line Support Review
Second Line then reviews the request. If they can add the medication or dosage to CAPA they will do this and then use the macro Escalation>Resolved when complete
If they have queries, or need assistance then they should escalate to the Medications Group
Escalate To Medications Group
Second Line Support post a message in the Teams channel, 'CAPA Medication Requests'
Include the Zendesk ticket link and details of the medication or dosage to be added
Update Customer
When complete, update the customer that the medication or dosage has been added
Update and solve the ticket