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Complaints

COMPLAINT AGAINST PHARMACISTS AND OWNERS OF PHARMACIES

COMPLAINTS AGAINST PHARMACISTS AND OWNERS OF PHARMACIES

The Pharmaceutical Society NI is the regulatory body for pharmacists. All pharmacists who practise in Northern Ireland must be registered with us and all pharmacies are likewise registered by us, however they are inspected by the Department of Health of Social Services and Public Safety with whom we work closely. We are responsible for ensuring that all pharmacists adhere to our Code of Ethics and with the laws relating to medicines and poisons. A pharmacist’s prime concern, irrespective of their sphere of work, must be for the wellbeing and safety of patients and the public.

WHAT THE PHARMACEUTICAL SOCIETY NI CAN DEAL WITH

  • Complaints about the professional service provided by a pharmacist / pharmacy at all levels of healthcare, e.g. a dispensing error, wrong labelling, or out of date medicine supplied;
  • Complaints about the conduct of a pharmacist, e.g. unprofessional behaviour;
  • Complaints against owners of pharmacies including companies and pharmacy chains.

What is the purpose of Fitness to Practise/complaints process?

In July 2014 the Professional Standards Authority (the PSA) produced the following statement, outlining the purpose of the regulators’ Fitness to Practise (FtP)/complaints process:

 ”The purpose of the regulators’ fitness to practise/complaints processes

To help protect the public and maintain public trust in the health and care professions, the regulators we oversee use a ‘fitness to practice process’ to enforce professional standards. Although each regulator has their own different process, they all share the same purpose which is to protect the public and maintain public trust in the professions they regulate.”

The full statement can be found here: PSA statement of July 2014

HOW TO MAKE A COMPLAINT

Complaints should be made as soon as possible after the event.

Please send your complaint either:

  1. In writing to
    Complaint’s Manager,
    Pharmaceutical Society NI,
    73 University Street,
    Belfast,
    BT7 1HL or;
  2. By email to complaints@psni.org.uk or;
  3. By facsimile to 028 90439919
  4. If you would rather make your complaint by telephone please contact the office on 028 90326927

If you do not receive an immediate response to an emailed complaint please call these offices on 02890 326927

Including:

  • Your name and address
  • Daytime telephone number on which you may be contacted
  • Name and address of pharmacy / pharmacist concerned
  • Brief outline of your complaint
  • Date of the incident
  • Whether any harm has been caused
  • Any action you have taken to resolve the complaint

Please do not send any evidence or medicines.

If you are unsure about whether to complain or not please telephone (Tel: 028 90326927) and one of our staff will discuss your concerns with you.

OTHER OPTIONS

  • In the first instance you should speak to the pharmacist regarding your complaint so that your concerns can be dealt with locally if possible.
  • If your complaint is not resolved to your satisfaction, and it is about medicines or services you received as a Health Service patient, you can also complain to the local Health and Social Care Boards.
  • Health and Social Care Board Headquarters
    12-22 Linenhall Street
    Belfast
    BT2 8BS
    Tel: 028 9032 1313
  • If you wish to receive advice or assistance with a claim for compensation you may seek professional help from a solicitor or Citizen’s Advice Bureau.

WHAT WE CANNOT DEAL WITH

  • Claims for compensation
  • Complaints regarding other health professionals but we will signpost you to the relevant body
  • Employment issues e.g. hours of work, contracts
  • Non-medical products e.g. faulty hairsprays etc.
  • Contractual issues, e.g. hours of opening, charges for private prescriptions.

For further information on making complaints about pharmacists and pharmacies in Northern Ireland please download the leaflet below:

Making a complaint about a pharmacist, a pharmacy or an owner of a pharmacy in Northern Ireland.

 

COMPLAINT AGAINST THE PHARMACEUTICAL SOCIETY NI

COMPLAINTS ABOUT THE PHARMACEUTICAL SOCIETY NI

Our staff deal with a wide range of enquiries from pharmacists, members of the public and others. We aim to get things right first time. Where there is a problem with the way we have dealt with an enquiry, we ask that you contact the person who provided the service or the response that you are questioning. This can be done by telephone or in writing. In this way we hope to resolve your problem informally.
If you remain dissatisfied with our performance, we want you to feel comfortable about making a formal complaint.
We treat as a complaint any clear expression of dissatisfaction with the standard of our service which calls for a response. Your feedback gives us a chance to put things right when mistakes have been made but also allows us to improve the quality of our services and to prevent any recurrence.

IF YOU HAVE A PROBLEM

Complaints about standards of service delivery, failure of processes or quality of staff performance should preferably be made in writing, by letter, fax, e-mail or if necessary by telephone.
Your complaint should identify:

  • The nature of the complaint
  • Who has been involved so far
  • What has/has not been done
  • Why you are not satisfied with the outcome
  • How you would like to see the matter resolved

When submitting your complaint please provide your name and telephone number in case we need to contact you by telephone. We may need to discuss the information supplied or ask for additional detail.
If e-mailing please state if a reply by e-mail is required/acceptable and, if not, please provide a full postal address.
Please send your complaint to:

Complaints Officer

Pharmaceutical Society of Northern Ireland
73 University Street
Belfast
BT7 1HL
Telephone: 028 90 326927
Fax: 028 90 439919
You can e-mail your complaint to: complaints@psni.org.uk

If you do not receive an immediate response to an emailed complaint please call 02890 326927

WHAT HAPPENS NEXT?

Complaints sent to the Pharmaceutical Society NI are logged and acknowledged on receipt.
A reply to the complaint will be made within 10 working days, either with a full response or to advise when to expect an answer. Some will require a detailed investigation but we will advise when you are likely to expect a response and from whom.
We hope that the formal reply will resolve the matter to your satisfaction. However if you are not satisfied with our response or you feel that your complaint has not been dealt with properly, you can appeal the decision to the CEO, in writing. Further details about this will be included in the formal reply.

 

Please send your complaint either:

  1. In writing to Complaint’s Manager, Pharmaceutical Society NI, 73 University Street, Belfast, BT7 1HL or;
  2. By email to complaints@psni.org.uk or;
  3. By facsimile to 028 90439919
  4. If you would rather make your complaint by telephone please contact the office on 028 90326927

If you do not receive an immediate response to an emailed complaint please call 02890 326927

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