Complaints to family health services authorities about pharmacy services

Abstract

Abstract The public in Britain is being encouraged to expect health care of a high standard. A consequence of this may be that people are more prepared to make complaints. Pharmacists will know that channels exist through which clients can complain about their services. However, few will have experience of these procedures, or be aware of the frequency with which clients resort to this action, for what reasons and with what outcomes. The objective of the study was to investigate the complaints made to family health services authorities (FHSAs) about pharmacy services. The study involved all complaints made in a three and a half year period to six FHSAs in one health region. The number, nature and outcomes of these cases are presented. A total of 113 complaints was made. These included a wide range of different issues, 92 per cent of which related to dispensing activities. Forty-one per cent of complaints did not constitute a breach of contract by the practitioner. The formal procedure, for investigating complaints, resulting in a hearing was pursued in 25 per cent of cases. There was considerable variation in the outcome of complaints that included an allegation of breach of contract. The diversity in the nature of complaints indicates that clients' perceptions and expectations of pharmacy services extend beyond the supply of the correct medication.