Complaint

A complaint may be made to the PSI about a pharmacist or pharmacy. This complaint must follow a statutory complaint process that is set out in law. All complaints received by the PSI are considered by the complaints screening committee called the Preliminary Proceedings Committee (PPC). The role of the PPC is to decide whether further action is necessary in relation to complaints received. When the PPC has reviewed the information about a complaint it will advise the PSI Council what steps to take. It will recommend one of the following:

• The PPC may decide there is a case for further action and refer the complaint to either a Committee of Inquiry or to mediation.
• The PPC may decide there is insufficient cause to take further action. If the PSI Council agrees, the complaints process ends and no further action will be taken on the complaint. If the Council does not agree, it will send the complaint back to the PPC, who will refer the complaint to mediation or to a Committee of Inquiry.
• As it is a statutory process, while a complaint may be withdrawn, it will still need to be decided by a Committee of Inquiry, with the Council’s agreement, whether no further action is needed or whether to proceed with the complaint as if it had not been withdrawn.

Concern

Someone may have a concern about the behaviour, conduct, practice or health of a pharmacist, or the service received in a pharmacy but may not want to engage in the statutory complaint process outlined above.  In this scenario the individual may wish to share information with the PSI and raise the matter as a concern in the first instance, rather than as a statutory complaint. All concerns are formally reviewed by the PSI to consider whether further action is needed.

Further information about the complaints process is available on the PSI website at the following link: PSI Complaints and Concerns.

This includes specific guidance for pharmacists and pharmacy owners. See: Complaints Process – Guidance for Pharmacist and Pharmacy Owners.