Almost 50 complaints about pharmacists were made to the pharmacy regulator last year, with dispensing errors the top type of complaint.

According to the recently published Pharmaceutical Society of Ireland's (PSI) Annual Report 2017, a total of 46 formal complaints were made about particular pharmacies or pharmacists, with 63% of these complaints coming from members of the public.

Dispensing errors - either the incorrect dose or incorrect medication - topped the list of complaints, followed by pharmacy practice issues. This can include matters such as record keeping, the storage of medication and the counselling of patients.

The behaviour (manner/attitude) of pharmacy staff was also a high on the list of complaints.

However, aside from these complaints, the PSI also dealt with 108 ‘expressions of concern', with 74% of these coming from members of the public.

The PSI defines a concern as ‘an unsolicited communication from a member of the public or another third party, which suggests that there may be cause to be concerned as to the safety or competence of a pharmacist of pharmacy'.

Each concern is assessed to determine if further action is required. Concerns raised last year included pharmacy practice issues, employment issues, staff behaviour issues and dispensing without a valid prescription.

"Of the 108 expressions of concern received, 14 resulted in formal complaints, 78 were dealt with internally and as at 31 December, 16 remained under review," the report stated.

The Preliminary Proceedings Committee (PPC) considers complaints made about pharmacists and pharmacies, and decides whether there is sufficient cause to warrant further action. During 2017, the PPC considered 57 complaints and 17 of these were sent for further action:
-Eight complaints were referred to the Professional Conduct Committee (PCC) for inquiry
-Eight complaints were referred to the Health Committee for inquiry
-One complaint was referred for mediation.

The PPC advised that the remaining 40 complaints did not warrant any further action.

Meanwhile the 2017 Annual Report also showed that the PSI undertook 310 pharmacy inspections to assess whether pharmacies are providing safe and appropriate care

The report also showed that the number of registered pharmacists increased from 5,908 in 2016 to 6,096 in 2017. However, the number of pharmaceutical assistants dropped from 384 to 362.

"There were 176 cancellations from the Register of Pharmacists, with 22 pharmacists removed due to failure to apply for continued registration, pay their annual registration fee and then failing to apply for voluntary cancellation.

"Where a pharmacist indicated a reason for cancelling their registration, 34 pharmacists emigrated, 42 pharmacists retired, 16 pharmacists were returning abroad and five pharmacists cancelled their registration for study leave. The remaining 57 pharmacists provided other reasons. In 2017, two registered pharmacists passed away and one pharmacist was removed from the PSI Register," the report stated.

Over two million visits are made to pharmacies every month in Ireland, making pharmacists the most accessed healthcare professionals in Ireland.

"The public places significant expectations on pharmacists, who play an important role in public health and patient care. In addition to their widespread availability across the country, the profession is highly trusted. The PSI's core objective is to play our part in maintaining that trust through a robust and effective regulatory system," commented PSI registrar and chief officer, Niall Byrne.