Learning from Complaints

The PSI's Preliminary Proceedings Committee (PPC) considers complaints made to the PSI. When the PPC has reviewed the information relating to a complaint, it advises the Council of the PSI what steps may need to be taken to address the matter. The PPC may decide there is a case for further action and refer the complaint to either a Committee of Inquiry or to mediation, or it may decide there is insufficient cause to take further action.

Each year the Committee provides an overview report of the complaints it has received throughout the year along with its observations on the matters that have arisen. Below, we have highlighted some of the issues observed in the PPC Annual Report and what can be learned from these observations.

All registrants should consider how they can use these learnings to review and improve their own practice. In order to minimise the risk of these errors being repeated, superintendent and supervising pharmacists should use these observations and learnings to review the policies and procedures in their pharmacies and ensure all staff are trained on, and following them.

2016

2015

Learning from Complaints 2015

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  • Procedures for Locum Pharmacists

  • Legibility of Prescriptions

  • Patient Information Leaflets

  • Variability in Generic Medicines

  • Dispensing Errors

2014

Learning from Complaints 2014

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  • Pricing and Generic Substitution

  • High Tech Medicines

  • Communication

  • Accuracy of Prescriptions

  • Dispensing of Veterinary Medicines

2013

Learnings from Complaints 2013

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  • Dispensing Errors

  • Supply of Patient-Returned Medicines and Out of Date Medicines

  • High Risk Dispensing Practices

  • Communication Issues

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