Responding to complaints and error management

Question 1

what is the professional duty of candour

Answer 1

healthcare professionals must be honest and open with patients when something goes wrong with their treatment/care, which can cause or has potential to cause pain/harm etc.

this means to:
-tell the patient
-apologise
-offer remedy/support
-explain the short/long term effects of what has happened

pharms must also tell colleagues etc. and potentially take part in investigations

Question 2

how to handle complaints

Answer 2

-listen
-calm and professional
-acknowledge the issue
-investigate by gathering more info, checking records etc.
-resolve
-document complaint
-follow up the patient

Question 3

how to minimise risk of an error

Answer 3

-organised dispensary layout
-organised dispensing process e.g. dispensing from prescription and not label

Question 4

how to record/check for errors

Answer 4

CHAPS

-conditions, in pharmacy at the time e.g. was it busy/less staff
-health of the pharmacist/team
-assistance e.g. was pharmacist working alone
-prescriptions recovered
-systems used for dispensing