Informal Resolution of Complaints / Informal Dispute Resolution
Jun 1995 Council Report
Jul/Aug Pharmacy Connection

Council accepted a proposal to institute a process of informal resolution, where appropriate, in the complaints process. Such informal resolution would aim to resolve appropriate complaints prior to instituting a formal process through the Complaints Committee. It is felt that, because it's possible that certain complaints can be resolved without instituting a lengthy and rigorous process, it would be cost effective to develop protocols with a view to informal resolution. If such a process fails to achieve resolution, recourse to the formal complaints process would occur.

In 1994, Council adopted the concept of informal resolution. It asked the Patient Relations Committee to develop a procedure aimed at resolving those disputes between the public and pharmacists that did not require the Complaints Committee procedure. If both parties (the complainant and the pharmacist being complained about) are willing to participate, College staff will attempt to resolve the complaint. Resolutions will be reported to, and must be approved by Complaints Committee (which can decide to reject the resolution and begin the formal process at any time). As well, either the complainant or the pharmacist may withdraw from informal resolution and automatically invoke the formal complaint process.