| Human error is a common cause of civil claims. That is why it is important
to minimise the risk by using standard operating procedures, said John
Murphy, general manager of the Pharmacists Defence Association.
Repeat medicines are another area. “Research shows that a high
proportion of pharmacists, when asked why they do not make an intervention
on repeat medicines, say ‘well they have had it before’.” He
warned participants not to be complacent in this area.
Fewer support staff, an increasing workload and demanding working hours
are common causes of errors. The PDA carried out a survey which showed
that a high proportion of pharmacists believe that they have been put
in a position where, because of the quality and quantity of support staff,
they are putting patients at risk. “Pharmacists need to assess
their environment because it is their responsibility if they operate
in an environment that is likely to cause patient harm,” he said.
Mishandling of complaints is another major concern for the PDA. “Of
those complaints that lead to claims, four out of 10 probably escalated
because the complaint had been handled badly in the first place,” said
Mr Murphy. He advised pharmacists to draw up a complaints management
procedure.
Mr Murphy said that for borderline decisions, if pharmacists can prove
that they have undertaken a professional decision-making process, then
they can use this as a defence if charged with negligence.
Ultimately, most people want an apology and assurances that it will not
happen again, said Mr Murphy. “Do not be afraid of apologising
verbally,” he said. However, if pharmacists are asked for a written
apology then they should seek advice. “Do not make any damaging
statements of admission,” he advised. |
The
Pharmaceutical Journal