PFD report

Paul Pidgeon · Prevention of Future Deaths report

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Issued 11 Aug 2025•Surrey

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

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Concerns
1

Raised in this report

Recipients
2

Named on the report

Responses found
1

Of 2 recipients

Stated actions
12

Described in responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised1

  1. Failure to check customers’ authorisation or entitlement before supplying medicinal products
    Part of recurring concern: Inadequate controls on supplying medicinal products to unauthorised customers
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.9

  1. Action

    Conduct periodic senior-management and Responsible Person reviews of Quality Management System objectives, corrective actions and process improvements.

    Stated by Booker Group LimitedStated completedThe respondent said that this action was complete when they made their response on 31 October 2025.
  2. Action

    Block medicinal-product purchases at the till for non-qualified customers without allowing staff to override the block.

    Stated by Booker Group LimitedStated completedThe respondent said that this action was complete when they made their response on 31 October 2025.
  3. Action

    Update and distribute the Branch Manual with medicine-control procedures, including the requirement for relevant colleagues to confirm they understand and will follow them.

    Stated by Booker Group LimitedStated completedThe respondent said that this action was complete when they made their response on 31 October 2025.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.1

  1. Position

    Existing QMS changes, including tighter qualification and a till block, are considered sufficient; no further action is required.

    Stated by Booker Group LimitedExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to check customers’ authorisation or entitlement before supplying medicinal products

Wider context from the report

“The Guidelines for the Good Distribution Practice of Medicinal Products for Human Use (2013) state that wholesale suppliers must ensure that they supply medicinal products only to those who are themselves in possession of a wholesale distribution authorisation or who are authorised or entitled to supply medicinal products to the public. The Guidelines go on to set out measures by which wholesalers can comply with that duty, including by requesting and checking a customer’s status. Mr Pidgeon was a mechanic and his business account with Booker was in relation to his garage business. His business did not involve the onward supply of medication to the public. However, he was able to bulk purchase both paracetamol and ibuprofen from Booker in Wimbledon on two occasions. It does not appear that any checks were carried out to confirm his status prior to the sales. ████████ ████████████████████████████████████████ The Coroner is therefore concerned that Booker in Wimbledon, and therefore potentially Booker more widely, may be selling medicinal products to customers who are not authorised or entitled to supply them to the public. Given, the potential for this to result in significant amounts of medicines being sold in single transactions, the Coroner is concerned that this gives rise to the risk of future deaths. ”

Is this part of a recurring concern?

Yes — Inadequate controls on supplying medicinal products to unauthorised customers.

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Conduct periodic senior-management and Responsible Person reviews of Quality Management System objectives, corrective actions and process improvements.

Verbatim wording from the response

“7.4. Lastly, we have in place a periodic management review of the QMS objectives by Senior Management, the RP and relevant Area Leads to monitor the effectiveness of the system and implementation of CAPA Plans or improvements such as improving robustness of the qualification process.”

Source location

Response from Brooker Group Limited
Page 6 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Block medicinal-product purchases at the till for non-qualified customers without allowing staff to override the block.

Verbatim wording from the response

“b) A till block was introduced in September 2025 so that any customers trying to buy medicines when they are not validated to do so will automatically be blocked from making the purchase. There is no option for branch staff to overwrite the till block. This will prevent anyone who isn't categorised on the Booker system as a retailer, school nurse or care home will not be able to purchase medicines.”

Source location

Response from Brooker Group Limited
Page 2 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Update and distribute the Branch Manual with medicine-control procedures, including the requirement for relevant colleagues to confirm they understand and will follow them.

Verbatim wording from the response

“3.1. Booker has a Branch Manual in place for Medicine Controls which is held in paper copy in each of its branches as well as being available to colleagues online via our colleague communication system. Version 17 of the Branch Manual was in place at the time of Mr Pidgeon's purchases in 2022, and the current version (version 20) was issued on 15 August 2025.”

Source location

Response from Brooker Group Limited
Page 3 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide annual online GDP training with a competency test and restrict medicine sales duties to colleagues achieving the required pass mark.

Verbatim wording from the response

“6.1. All Booker colleagues who are employed at a branch stocking medicinal products must undergo medicines compliance training. This training is undertaken as part of colleagues’ mandatory inductions when they first join Booker, and in 2022, there was a requirement for it to be refreshed every three years.”

Source location

Response from Brooker Group Limited
Page 6 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Control access to medicinal products through locked storage, staff accompaniment and prominent notices restricting bulk sales to appropriately qualified trade customers.

Verbatim wording from the response

“5.1. All Booker sites which sell restricted products such as medicines and tobacco have a lockable, designated room in which those products are stored and displayed for sale. At the Wimbledon branch, this room is sealed off from the main floor of the branch by a lockable roller shutter. The roller shutter should remain closed unless a customer with the adequate customer qualification to enable them to purchase restricted products requests for a trained member of staff to open it for them and accompany them in the room while they make their purchases. In this way, Booker prevents not only access by customers who are not allowed to purchase restricted products but removes them from sight to other customers as well.”

Source location

Response from Brooker Group Limited
Page 5 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Require customers entering the restricted medicines area to sign a declaration confirming their registration to purchase medicines.

Verbatim wording from the response

“c) Any customers who are visiting the restricted medicines area of the branch are required to sign a medicine customer declaration form to confirm they are appropriately registered to purchase medicines before leaving the store.”

Source location

Response from Brooker Group Limited
Page 2 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Operate a medicine-specific customer qualification process requiring documentary verification, category checks, management sign-off and recorded entitlement before permitting purchases.

Verbatim wording from the response

“4.4. In order to purchase medicines from a Booker branch, Booker's medicine customer qualification process requires customers to be qualified and verified specifically for the purchasing of medicines prior to being able to do this/ or to continue to do this. This is over and above the process customers need to undergo to obtain a trade card. Booker's current system for customers qualifying to purchase medicines in its branches has been in place since April 2025.”

Source location

Response from Brooker Group Limited
Page 4 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Recheck customers’ entitlement to purchase medicines every two years, covering historical accounts and new registrations from January 2026.

Verbatim wording from the response

“d) Booker's branch manual has been updated with the requirement for branch staff to recheck the validity of customers registered to buy medicines every 2 years, starting from January 2026. This process would include any historical accounts as well as any new registrations going forward.”

Source location

Response from Brooker Group Limited
Page 2 · response
Published 31 October 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Operate branch medicine audits by Responsible Persons, documenting deviations through corrective and preventive action plans.

Verbatim wording from the response

“7.1. A vital part of the QMS system is the ability for the Company to monitor and audit that its systems have been implemented and are working as expected.”

Source location

Response from Brooker Group Limited
Page 6 · response
Published 31 October 2025

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Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Existing QMS changes, including tighter qualification and a till block, are considered sufficient; no further action is required.

Verbatim wording from the response

“8.3. We trust the above satisfies you that Booker has in place an effective system that complies with the GDP to ensure customers who are not authorised or entitled to supply medicines to the public are not able to purchase them from any Booker branches. Given the changes that Booker has already implemented in this area to strengthen its QMS, we hope this demonstrates that no further action is required beyond those changes already detailed above. We regret that we did not have the opportunity to provide the above information during the course of the inquest.”

Source location

Response from Brooker Group Limited
Page 7 · response
Published 31 October 2025

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Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.3

  1. 1

    Operate change control to identify, monitor and manage branch changes affecting patient safety or regulatory compliance.

    Stated by Booker Group LimitedStated completedThe respondent said that this action was complete when they made their response on 31 October 2025.
  2. 2

    Use a full-time Responsible Person and consultant Responsible Person to implement, review and develop the medicines Quality Management System.

    Stated by Booker Group LimitedStated in progressThe respondent said that this action was in progress when they made their response on 31 October 2025.
  3. 3

    Maintain a central Medicines Group and improved reporting lines to escalate medicine-related issues to the Responsible Person and disseminate information across branches.

    Stated by Booker Group LimitedStated completedThe respondent said that this action was complete when they made their response on 31 October 2025.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Operate change control to identify, monitor and manage branch changes affecting patient safety or regulatory compliance.

Verbatim wording from the response

“7.3. Booker also has in place a change control system to ensure that changes to branch processes or any other changes that potentially impact patient safety or regulatory compliance are identified, monitored and managed effectively.”

Source location

Response from Brooker Group Limited
Page 6 · response
Published 31 October 2025

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Use a full-time Responsible Person and consultant Responsible Person to implement, review and develop the medicines Quality Management System.

Verbatim wording from the response

“1.4. Given that a significant period of time has passed since Mr Pidgeon made his purchases at the Booker Wimbledon Branch, Booker has changed various aspects of its systems and where the system in place today materially differs from that in place in 2022, we have made this clear in our response. These changes have been made as a result of ongoing development and improvement in Booker's processes and procedures, and further training and insights obtained through the appointment of an external consultant advisor in this area.”

Source location

Response from Brooker Group Limited
Page 2 · response
Published 31 October 2025

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Maintain a central Medicines Group and improved reporting lines to escalate medicine-related issues to the Responsible Person and disseminate information across branches.

Verbatim wording from the response

“2.3. Booker has improved its reporting lines for staff to cascade issues to the RP. Booker has an internal Medicines Group made up of representatives from all areas of the business that have a role in the wholesaling of medicines. This includes Quality Assurance, Supply Chain, Buying, Health and Safety, legal, our RP, and our Operations Team. Having a centralised governance team like this gives our RP a way to receive information from the business and also to cascade information down to every level, including to our branch teams and to continually evolve the QMS.”

Source location

Response from Brooker Group Limited
Page 3 · response
Published 31 October 2025

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Official responses located
1/2

Data last updated 7 September 2026