Complaints and Concerns Flashcards Preview

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Flashcards in Complaints and Concerns Deck (7)
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1
Q

Why do complaints arise?

A
human error
system failure (inadequate SOPs)
how the complaint is initially handled in the pharmacy
2
Q

How should you deal with a complaint?

A
apologise
have an effective complaints procedure in place
record the complaint
record the action taken
review your records regularly
audit
3
Q

How can you minimise risks in regards to the dispensary layout?

A

the dispensary layout should be:

  • organised
  • good atmosphere
  • stock alerts/competent staff
  • segregated dispensing/checking areas
  • effective segregation of prescriptions (baskets/trays)
4
Q

How can you minimise risks in regards to the dispensing process?

A

the dispensing process should be:

  • label before selecting product from shelf
  • refer to Rx when selecting stock, not label/PMR
  • dispense from Rx, not label
  • check boxes to identify involvement
  • two people involved in process if possible
    = if working alone, mental break
  • all checks against Rx
  • dispense owings vs Rx, not label or PMR
5
Q

What should be done in the event of an error?

A

apologise
root cause analysis
- has the patient taken the right medicine, do not minimise the seriousness of the error, establish expectations, report complaints as per SOPs, record/review/learn

6
Q

What are near misses? What are some examples of near misses?

A

events that almost went wrong during pharmacy procedures
- must be recorded

types of errors:

  • wrong product
  • out of date product
  • wrong formulation
  • misread prescription
  • wrong strength
7
Q

What should be recorded when an error occurs?

A

use CHAPS

C - conditions in the pharmacy at the time (breaks? how busy was the pharmacy? layout?)
H - health of the pharmacist/team
A - assistance (was pharmacist working alone? competence of the assistant?)
P - prescription recovered (legibility, check endorsements)
S - systems used for dispensing/checking reviewed

use HELP

H - how much has been dispensed (correct quantity? correct PIL?)
E - expiry date check
L - label check (same as prescription? appropriate or correct warnings?)
P - product check (correct medication and strength as requested on prescription?)