One of the College’s roles is to manage concerns reported to us from patients, the public, healthcare professionals, employers and other organizations.
We receive and investigate concerns related to the care and services provided by pharmacies, pharmacists and pharmacy technicians. We take appropriate steps in the public interest when a registrant’s conduct or delivery of care falls below expectations of the profession.
We use a risk-based approach to prioritize complaints and investigations, which can affect how long it takes to resolve concerns. The Risk Assessment Framework provides information on how we assign a risk level to every concern.
How Concerns Are Shared With Us
Reports
When someone shares information with the College, staff will review and assess the information. We may request additional details as needed.
Depending on the information available, the risk to the public and other factors, the College’s Registrar may open an investigation.
Formal Complaints
When the College receives a formal complaint, we are required by legislation to investigate. The pharmacy professional (registrant) will be notified that a complaint has been made and asked to provide a response.
How the Outcome of an Investigation Is Decided
A College staff member conducts an impartial and confidential investigation with the goal of gathering all the relevant information. We may review pharmacy/medical records or seek information from the person who made the complaint (complainant), the patient (if not the complainant), the registrant, and other healthcare professionals who have relevant information to share.
The results of the investigation are reviewed by a panel of the Inquiries, Complaints and Reports Committee (ICRC). The ICRC is made up of professional committee appointees (pharmacists and pharmacy technicians) and public Board Directors.
The panel will:
- consider the facts of each investigation,
- review submissions from the registrant and complainant (if applicable)
- consider relevant records and documents from the investigation to determine the outcome
Depending on the nature of the investigation, a panel of the ICRC can choose one or more of the following outcomes:
Take no action
This occurs when the ICRC is of the view that the registrant’s conduct and/or actions comply with the standards of practice of the profession and other relevant laws and regulations. This can also be the outcome if there is insufficient information for the ICRC to act.
Issue advice/recommendations to the registrant
The ICRC can provide written advice and/or recommendations to the registrants if they are of the view that the registrant would benefit from having a particular policy or standard of practice highlighted.
Require the registrant to complete a Specified Continuing Education or Remediation Program (SCERP)
The ICRC can require a registrant to take specified remedial courses to address practice concerns. Remediation required by the ICRC is tailored to address concerns about the registrant’s practice.
Issue a caution to the registrant
Registrants may be required to appear before a panel of the ICRC to receive a caution where the committee would like an opportunity to have a “face to face” discussion with the registrant about the concerns relating to their practice and to hear from them about the changes they will make to avoid a similar incident from occurring in the future.
Refer the registrant to another panel of the ICRC for health inquiries
Where the investigation reveals that the registrant’s conduct may be caused by an illness (e.g. substance use disorder), the panel may refer the matter to another panel of the ICRC to conduct health inquiries.
Refer the registrant and specified allegations of professional misconduct or incompetence to the Discipline Committee
Investigations involving serious matters where the panel is of the view that the registrant may have been dishonest, in breach of trust, appears to show a willful disregard of professional values, and/or appears to be unable to practice professionally or competently are referred to the Discipline Committee for a hearing.
Other options
The ICRC can take other action it considers appropriate as long as it is consistent with the Regulated Health Professions Act.
The ICRC can decide to take no action on the basis that the registrant has promised (or undertaken) to do certain things (e.g. resign their certificate of registration) with the understanding that if they do not do so, the Registrar can initiate a fresh investigation.
The ICRC also has the authority to impose an interim order directing the Registrar to suspend, or to impose terms, conditions, or limitations on a registrant’s certificate of registration if it is of the opinion that the conduct of the registrant exposes or is likely to expose the registrant’s patients to harm or injury.
Notification and Publication of Decision
For formal complaints, the complainant will be notified of the outcome and provided with the written decision and reasons.
Information on the following outcomes will be posted to our public register:
- the registrant is required to complete a SCERP or a
- the registrant is required to appear before the ICRC panel to be cautioned
- specified allegations of professional misconduct or incompetence are referred to the Discipline Committee for a hearing
Interim orders are also noted on the public register. Learn more about what public information we share about pharmacy professionals.
Appealing a Complaint Outcome
The registrant or the complainant can request a review of the outcome of a complaint investigation by the Health Professions Appeal and Review Board.