Differences between a Complaint and a Concern

Complaint 

A complaint may be made against a pharmacist or pharmacy. This a statutory complaint and therefore it follows a statutory process. All complaints received by the PSI, are considered by the complaints screening committee called the Preliminary Proceedings Committee (PPC). The role of the PPC is to decide whether further action is necessary in relation to complaints received. When the PPC has reviewed the information, it will advise the PSI Council what steps to take. It will recommend one of the following: 

1. The PPC may decide there is a case for further action and refer the complaint to either a Committee of Inquiry or to mediation. 
2. The PPC may decide there is insufficient cause to take further action. If the PSI Council agrees, the complaints process ends and no further action will be taken on the complaint. If the Council does not agree, it will send the complaint back to the PPC, who will refer the complaint to mediation or to a Committee of Inquiry. 

As it is a statutory process, while you may apply to withdraw your complaint, it will still need to be decided by a Committee of Inquiry, with the Council’s agreement, whether no further action is needed or whether to proceed with the complaint as if it had not been withdrawn. 

Concern 

You may have a concern about the behaviour, conduct, practice or health of a pharmacist, or the service you received in a pharmacy but you may not want to engage in the statutory complaint process outlined above.  In this scenario you may prefer to raise the matter as a concern in the first instance with the PSI, rather than as a statutory complaint. All concerns are formally reviewed by the PSI to consider whether further action is needed. As per standard procedure, you will not be kept informed of the outcomes of the internal reviews/actions taken by PSI.  To submit a concern to the PSI please email us at complaints@psi.ie