Complaint Statistics

As the public body responsible for handling complaints about pharmacists and pharmacies, we report each year on the complaints we have received and what action has been taken after the complaints were made.

The PSI’s statutory complaints and disciplinary process started in 2009. This function is one pillar of the PSI's regulatory system aimed at protecting the public interest and safeguarding patient welfare. A breakdown of the complaint statistics from 2017 are shown below.

Comparison

Concerns and complaints received in 2017

2017The number of complaints received in 2017

In 2017, a total of 46 formal complaints and 108 expressions of concerns were received about pharmacists and/or pharmacies.

  • 63% of complaints were from members of the public.
  • 19% were made by the PSI Registrar, with the majority made following the Registrar’s consideration of a PSI Inspector’s report.
  • 9% were made by a pharmacist.
  • 9% were made by another other health professional.
Types of complaints received in 2017

The highest number of complaints received related to dispensing errors followed by pharmacy practice issues. The nine complaints relating to pharmacy practice issue included; matters relating the management of medicines, record keeping, storage and disposal of counselling of patients.

Fifty-seven complaints were considered by the Preliminary Proceedings Committee (PPC). It was found that 40 of these complaints did not warrant further action. Eight complaints were refereed to the Professional Conduct Committee (PCC) for inquiry and eight complaints were referred to the Health Committee for inquiry.