Complaints and Concerns

Question 1

Why do complaints arise?

Answer 1

human error
system failure (inadequate SOPs)
how the complaint is initially handled in the pharmacy

Question 2

How should you deal with a complaint?

Answer 2

apologise
have an effective complaints procedure in place
record the complaint
record the action taken
review your records regularly
audit

Question 3

How can you minimise risks in regards to the dispensary layout?

Answer 3

the dispensary layout should be:

• organised
• good atmosphere
• stock alerts/competent staff
• segregated dispensing/checking areas
• effective segregation of prescriptions (baskets/trays)

Question 4

How can you minimise risks in regards to the dispensing process?

Answer 4

the dispensing process should be:

• label before selecting product from shelf
• refer to Rx when selecting stock, not label/PMR
• dispense from Rx, not label
• check boxes to identify involvement
• two people involved in process if possible
  = if working alone, mental break
• all checks against Rx
• dispense owings vs Rx, not label or PMR

Question 5

What should be done in the event of an error?

Answer 5

apologise
root cause analysis
- has the patient taken the right medicine, do not minimise the seriousness of the error, establish expectations, report complaints as per SOPs, record/review/learn

Question 6

What are near misses? What are some examples of near misses?

Answer 6

events that almost went wrong during pharmacy procedures
- must be recorded

types of errors:

• wrong product
• out of date product
• wrong formulation
• misread prescription
• wrong strength

Question 7

What should be recorded when an error occurs?

Answer 7

use CHAPS

C - conditions in the pharmacy at the time (breaks? how busy was the pharmacy? layout?)
H - health of the pharmacist/team
A - assistance (was pharmacist working alone? competence of the assistant?)
P - prescription recovered (legibility, check endorsements)
S - systems used for dispensing/checking reviewed

use HELP

H - how much has been dispensed (correct quantity? correct PIL?)
E - expiry date check
L - label check (same as prescription? appropriate or correct warnings?)
P - product check (correct medication and strength as requested on prescription?)