Public & Patients

Complaints

COMPLAINTS AGAINST PHARMACISTS AND OWNERS OF PHARMACIES


ComplaintsOne of the ways in which the Pharmaceutical Society of Northern Ireland works to assure patient safety in pharmacy is by handling concerns about the Fitness to Practise of pharmacists, acting as a complaints portal and taking action to protect the public. This page gives more details about how to make a complaint about a pharmacy or pharmacist, and includes information in other languages. 

WHAT THE SOCIETY 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service provided by a pharmacist / pharmacy at all levels of healthcare, e.g. a dispensing error, wrong labelling, or out of date medicine supplied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


HOW TO MAKE A COMPLAINT TO THE SOCIETY

Complaints should be made as soon as possible after the event.  For some offences there are time limits, so don't delay.

Please send your complaint either:

  1. In writing to Complaints Manager, Pharmaceutical Society of Northern Ireland, 73 University Street, Belfast, BT7 1HL or;
  2. By email to complaints@psni.org.uk or;
  3. By facsimile to 02890 439919

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

Please do not send any evidence or medicines into the Society

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 a complaint should be referred back to the pharmacy where the medicine has been dispensed so there is the opportunity for it to be resolved locally.
  • If, however, your complaint is not resolved to your satisfaction, and it concerns the provision of medicines or services under the NHS, you may decide to have your complaint dealt with through the Health and Social Care Board.  However, time limits apply so if you wish to make such a complaint you should do so without delay.
  • If you wish to receive advice or assistance with a claim for compensation you must seek professional help from a solicitor or Citizen's Advice Bureau.


WHAT THE SOCIETY CANNOT DEAL WITH

  • Claims for compensation
  • Complaints regarding other health professionals
  • 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

Information about HEALTH PROFESSIONAL REGULATION, and what to expect from health professionals, provided in other languages and large print