|
The Ontario College of Pharmacist’s key role is to ensure that all pharmacists provide every Ontario patient with high quality, ethical care.
What should I do if I am not satisfied with the care I received from a pharmacist?
We encourage you to first discuss the problem directly with the pharmacist. If you are not comfortable talking about your concerns with the pharmacist, every pharmacy has a Designated Manager who is responsible for the systems and procedures of the pharmacy and would address your issues with you.
If you still have concerns, please contact us. You can discuss your issues in confidence with experienced College staff.
How do I contact the College?
Phone: (416) 847-8272
Toll-free: 1-800-220-1921 ext. 272
Fax: (416) 847-8222
Mail:
Ontario College of Pharmacists
483 Huron Street
Toronto, ON
M5R 2R4
Attention: Investigations and Resolutions
Most times, we are able to resolve a concern by talking with you and by contacting the responsible pharmacist to make him or her aware of the situation and discuss the issues. We only contact the pharmacist about your situation if we have your consent to do so. Often your concerns can be addressed either by an explanation of pharmacy policies, or by discussions between all parties involved. If a resolution can not be reached, you would be asked to put your complaint in writing.
How do I make a complaint?
If you decide to make a formal complaint, you are required to submit your complaint to us in writing. We will need to have the following information:
- a clear statement that you are submitting a complaint
- as much detail as possible about your concerns and the person that you are complaining about
- the names and contact information of other health-care practitioners or other persons that may have relevant information
- your daytime phone number and your mailing address
A copy of your letter of complaint will be shared with the responsible pharmacist.
How does the process begin?
When the College receives your complaint letter, it is assigned to either a Complaints Officer or an Investigator; a file is opened and you are sent an acknowledgement letter. You may also be asked for additional details, such as prescription receipts of vials of medication as well as an Information Release Form may be enclosed for your signature and return to allow the College to speak with other health professionals involved in your complaint. The responsible pharmacist is identified and issued a Notice of Complaint and a copy of your letter. The pharmacist has thirty (30) days to submit a written response to the College. You have the opportunity to review the pharmacist’s response and to make any further comments.
What happens next?
Your complaint is fully and impartially investigated by College staff, with the investigation limited to your specific complaint. The pharmacist identified in the complaint, is expected to co-operate fully with the investigation. The College staff may formally contact other health-care professionals or third-party insurers involved and we may request relevant information to be forwarded with appropriate authorization. After the investigation is completed and all of the supporting documentation is received, College staff will present the complete file of information to the Committee for its review. The Committee then makes a decision based on the documentation placed before it.
Who reviews my complaint?
All complaints are reviewed by the Complaints Committee. The Committee consists of three pharmacists and two members of the public who are appointed by the Ontario government to represent the public’s best interest. College staff are not members of the Committee, nor are they involved in any way in the Committee’s decision-making.
How will the Complaints Committee deal with my complaint?
There are a number of options available to the Committee under the Regulated Health Professions Act, 1991 (RHPA). Depending on the nature of the complaint, these could include:
- Take no further action if the pharmacist’s conduct and/or actions meet reasonable and acceptable standards of practice or if there is insufficient information for the Committee to take action.
- Require the pharmacist to appear to be cautioned about his or her practice or conduct or receive a written caution. The Committee will discuss its concerns with the pharmacist and make suggestions that it believes the pharmacist must take to avoid future difficulties.
- Provide guidance to the pharmacist on how to improve his or her practice. Sometimes the pharmacist will enter into an agreement with the College to undertake remedial educational programs or upgrading, which will be monitored by the College.
- Refer the pharmacist to the College’s Executive Committee for incapacity proceedings and/or require the pharmacist to appear before them to be cautioned.
- Refer a specified allegation of the pharmacist’s professional misconduct or incompetence (related to the complaint) to the College’s Discipline Committee.
What happens once a decision is made?
The Complaints Committee provides both you and the pharmacist with a copy of its decision in all cases. Unless the matter is referred to the Discipline Committee or the pharmacist is referred to the Executive Committee for concerns about the pharmacist’s health that affect his or her practice, the Committee will also provide full reasons for its decision.
Is there an appeal process?
In most cases, there is an appeal process available that provides additional protection for both the patient and the pharmacist. On request of either party, an arms-length provincial board called the Health Professions Appeal and Review Board may review the Committee’s decision.
Can the Complaints Committee award money or damages?
The law governing health professionals only permits the Complaints Committee to make a decision about the pharmacist’s conduct. The Committee cannot, by law, award compensation of any kind.
Are the decisions of the Complaints Committee available to the public?
All information relation to the investigation and resolution of a complaint is held in the strictest confidence, as required by the current legislation.
For more information on the investigation process of complaints, see Sections 25 through 35, inclusive, of the Health Professions Procedural Code.
|
