From the Branches

Why it is important to apologise for mistakes

A sincere apology for an error can save a pharmacist a lot of trouble later on, the Royal Pharmaceutical Society’s Barnet branch heard on 26 September when it was addressed by the Society’s professional standards inspector for the area, Gill Hutchinson. She told the meeting that in her opinion some complaints to the Society about dispensing errors were made only because the complainant believed that the pharmacist concerned had failed to give an adequate explanation or apology.

Miss Hutchinson drew attention to a comprehensive fact sheet, “Dealing with dispensing errors”, which was one of a range available to members from the Society’s Professional Standards Directorate. They could also be downloaded from the professional standards section of the Society’s website.

Miss Hutchinson made her comments about dispensing errors during a presentation on the inspectors’ role. She said that the inspectors’ main aim is to promote best practice by providing pharmacists with advice, encouragement, support and information, which they do mainly in the course of routine visits to pharmacies. But the job also involves the investigation of complaints. The most frequent reasons for complaint include alleged dispensing errors, labelling errors, poor attitude of pharmacists or staff, poor standards of premises and use of alcohol or drugs.

Complaints come from a variety of sources, including members of the public, health authorities, the police and the Prescription Pricing Authority. Complaints about the absence of a pharmacist from pharmacy premises or the unlawful supply of pharmacy medicines or prescription only medicines are often made by other pharmacists.

When investigating a complaint, the inspector’s first action is to contact the complainant and, if necessary, to take a statement. The inspector then visits the pharmacy premises to identify the pharmacist concerned, to establish the facts and, if the complaint appears justified, to offer advice and suggest procedures to reduce the risk of further errors.

The inspector sends a report of the investigation to the Professional Standards Directorate, which may send the pharmacist an advisory letter, putting in writing the advice given by the inspector. In some cases, the directorate may send a warning letter, giving the same advice but also informing the pharmacist that the matter may be taken into consideration in the case of any future investigations. In more serious cases, or those that suggest a possible danger to the public, the directorate will refer the matter to the Council’s Infringements Committee, which considers the evidence and makes recommendations for action to the Council. All documents considered by the committee and the Council are anonymised so that committee and Council members cannot be unduly influenced by any clues as to the identity of the pharmacist concerned.