Product Safety

Report Adverse Events & Product Quality Concerns

The health and safety of every patient is our unwavering focus. We recognize that unforeseen challenges can arise. We value the trust you place in us when you choose our products. By promptly addressing adverse events and product quality concerns, we uphold our commitment to transparency, safety, compliance and customer satisfaction.

How to Report an Adverse Event

1. Call our 24 Hour Contact Line

You may speak directly to our PV team through our 24-hour contact line. Our trained professionals are ready to guide you through the reporting process, ensuring that your concerns about adverse drug reactions are addressed promptly.

2. Complete an Online Form

Utilize our secure online reporting form. Provide as much detail as possible about the reaction, and rest assured that your submission will be treated with the utmost confidentiality. You can access the form here: Medswana ADR Reporting

2. Send an Email

You can report an adverse drug reaction by sending us an email at pharmacovigilance@medswana.co.bw. In your email, include relevant information such as the name of the drug, the nature of the reaction, and any additional details you find important. Our team will review your email promptly and take the necessary steps to address your concerns.

What happens after a report is submitted

The Adverse Events and Quality Complaints received are documented with reporting timelines monitored in order to provide feedback. Our Quality Assurance specialists are trained to sufficiently identify and intake Adverse Events and Product Quality Complaints, collect the appropriate data, document and timely report Safety Information directly to manufacturers or their partners’ PV department.

Adverse Event Reporting

As soon as we receive a report, our experienced professionals prioritize immediate attention. We gather essential details to understand the situation fully. We conduct a comprehensive investigation to determine the cause, nature, and potential impact of the adverse event. This allows us to take informed steps to address the issue. Throughout the process, we maintain open lines of communication with you. We provide updates on our findings, the actions we’re taking, and any precautions that might be necessary.

Product Quality Complaints

Our experts conduct a detailed evaluation of the product in question. This helps us identify any anomalies and take appropriate steps to prevent recurrence. Product quality is a cornerstone of our brand. We reevaluate our processes to ensure the highest standards are consistently met. Your feedback drives us to continually enhance our products and services. We consider every complaint as an opportunity to refine our offerings.

Drug Recalls

Our lot traceability system allows us identify the affected batches of recalled drugs within our inventory. This helps us isolate and manage the issue accurately. Once the recalled products are identified, they are immediately quarantined. These products are then taken out of circulation to prevent any further distribution. Effective communication is paramount during a recall. We communicate transparently with healthcare providers, pharmacies, and other relevant parties, ensuring they are well-informed about the recall and its implications.

Privacy Protection

Information identifying the person who received the medication and the person who filed the report is not made available to the public. You or your health care provider may be contacted for further information after your report is received.

Information supplied in the online submission form is transmitted securely to Medswana. Visit the Medswana Privacy Policy for more information about how we use your data.