Pharmacists subject to complaints: a national study of pharmacists reported to health regulators in Australia' by
Yamna Taouk, Marie Bismark and Hendrika Laetitia Hattingh in (2020)
Pharmacy Practice and Research comments
Complaints against pharmacists provide an opportunity for learning and improvement within the profession. The aim of the present study was to describe the nature and prevalence of complaints about pharmacists in Australia and to identify factors associated with an increased risk of complaints.
De‐identified data on all pharmacists registered to practise in Australia between 1 January 2011 and 31 December 2016 was linked with complaints about pharmacists lodged with health regulators during the same period. Descriptive statistics describe the source, nature, outcome, and clustering of complaints. Regression analyses identify factors associated with complaints.
Around 6% of pharmacists who were registered over the six‐year study period were subject to at least one complaint to a regulator. Over half of these complaints resulted in regulatory action. Four‐fifths of complaints related to five issues: accuracy and appropriateness of dispensing, lawfulness of supply, communication and interpersonal behaviour, records and information, and the health of the pharmacist. Fewer than 1% of pharmacists were the subject of two or more complaints: this group accounted for nearly a third of all complaints. Male pharmacists and those aged 36 to 44 years were at increased risk of complaints compared with their peers.
A small group of pharmacists in Australia receive a disproportionate share of complaints. Complaints against pharmacists provide an opportunity for learning and improvement within the profession. Improved understanding of complaint patterns may assist in the development of programs to reduce risk to patients and support safe practice by pharmacists.
