Dáil Éireann Debate, Tuesday - 28 November 2023
576. Deputy Pádraig O'Sullivan asked the Minister for Health he will engage with an organisation (details supplied) to find out the number of complaints made in the years 2021, 2022 and to date in 2023; the number of complaints the PPC advised of no further action; the number of complaints referred to mediation or inquiry, in tabular form; and if he will make a statement on the matter. [51961/23]
View answerDeputy, to help inform the answer to the question, my officials have reached out the the Pharmaceutical Society of Ireland (PSI) for clarity.
As the statutory regulator charged with protecting public health and safety by regulating pharmacists and pharmacies, the PSI takes action to address poor professional performance, professional misconduct and failings in legislative compliance. One of the ways they do this is by considering formal complaints made against pharmacists and pharmacies under the Pharmacy Act 2007.
Complaints are heard by the PSI's statutory Disciplinary Committees. The PSI share information and learnings from complaints and the outcomes of inquiries in the interest of maintaining and upholding professional standards, raising awareness around patient and public safety matters from a public safety perspective, and promoting compliance with pharmacy and medicines legislation. Dealing effectively with complaints is at the heart of the PSI's commitment to protecting patients and the public and maintaining public confidence in pharmacists and pharmacies.
Formal complaints
Formal complaints about pharmacists and pharmacies are generally made to the PSI in writing. They can relate to the conduct, practice, behaviour, health of a pharmacist or how a service is provided by a pharmacy. Formal complaints must be processed strictly in line with the provisions of the Pharmacy Act 2007.
Preliminary Proceedings Committee
Once the PSI has received and processed a complaint, it is referred to the Preliminary Proceedings Committee (PPC) for consideration in accordance with the process as set out in the Pharmacy Act 2007. The PPC, upon reviewing the complaint, advises the PSI Council whether there is sufficient cause to warrant further disciplinary action being taken in relation to either the pharmacist and/or pharmacy the subject of the complaint. The PPC can then refer the complaint to either mediation or for hearing before a statutory Committee of Inquiry.
Mediation
Mediation can only take place where the PPC has decided that further action is required and refers the matter to mediation. If mediation is unsuccessful, the complaint will then be referred to a committee of inquiry. The person making the complaint and the pharmacist or pharmacy owner must agree to the complaint being resolved using mediation. If either side does not agree to mediation, the PPC will refer the complaint to a Committee of Inquiry instead.
Withdrawal of complaints
It is possible that once a complaint process has started, a complainant may later choose to withdraw that complaint. This can happen at any time during the process. Once a complaint has been withdrawn, the relevant Committee will update the Council and may advise the Council to:
- take no further action or
- proceed as if the complaint had not been withdrawn.
The table below details the complaints received in 2021, 2022 and 2023 (to date), the complaints considered by the PPC, referred to inquiry or mediation, the complaints withdrawn and those where the PPC advised no further action was required.
|
Year |
2021 |
2022 |
2023 (to 23.11.2023) |
|
Complaints Received |
80 |
53 |
65 |
|
Complaints Considered by PPC |
59 |
58 |
71 |
|
Complaints withdrawn |
6 |
5 |
5 |
|
Complaints where the PPC advised no further action |
28 |
40 |
38 |
|
Complaints referred to mediation |
5 |
1 |
3 |
|
Complaints referred to inquiry |
20 |
12 |
25 |
As of 23/11/2023, thirty complaints have yet to be considered by the PPC. Eleven will be heard at an upcoming PPC meeting. Observations and information are being collated for the remaining nineteen.
I am satisfied with the complaints and procedures process as outlined above.
