1. Find out whether any incorrect medicine has been taken. If any harm has been caused, provide the patient and the GP with appropriate advice immediately. Even if no harm has been caused, notify the GP.
2. Ask to inspect the incorrect medicine. This will help you to find out what went wrong. It shouldn’t be disposed of unless the patient gives consent to do so.
3. Apologise, but don’t admit liability.
4. Don’t try to minimise the seriousness of the error. Reassure the patient, but without suggesting what has happened is insignificant.
5. Supply the correct medicine ordered on the prescription, if appropriate.
6. Establish expectations. Find out what the patient would like you to do about their complaint.
7. Provide details of an official body, if requested, such as the GPhC/PCO.
8. Try to work out what happened and what went wrong in the process.
9. Follow company procedures/ your SOP for reporting errors and complaints.
10. Record, review and learn from errors made.
11. Notify the pharmacist who was on duty.
12. Inform your professional indemnity insurance provider.

PSNI standard 1.2 – “Uphold the duty of candour and raise concerns appropriately” – refers to dealing with complaints:

The standard says to respond quickly and appropriately to any complaint about the care or service you provide and take all necessary and appropriate measures.

When something goes wrong with a pharmacy service, explain fully to the patient or service user what has happened, and where appropriate:

• Offer an apology
• Offer an appropriate and effective remedy
• Explain the short- and long-term effects
• Provide support and assistance to put matters right.

Be open and honest with patients, service users, colleagues and employers when something goes wrong.