Professionals

Complaints

COMPLAINTS AGAINST PHARMACISTS AND OWNERS OF PHARMACIES


The Pharmaceutical Society of Northern Ireland (PSNI) in the regulatory and professional body for pharmacists.  All pharmacists who practise in Northern Ireland have to be registered with the PSNI and all registered pharmacies are inspected by the Department of Health of Social Services and Public Safety.  The PSNI is responsible for ensuring that all pharmacists and pharmacy owners act in accordance with the 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 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service provided by a pharmacist / pharmacy at all levels of healthcare, e.g. a dispensing error, wrong labelling, or out of date medicine supplied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 Complaint's 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 028 90439919

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 relevant Heath Board, of which there are four, depending on the location of the pharmacy.  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