Pharmacy gave the wrong dose of medicine: who helps?

Summary

If a pharmacy gave the wrong dose, first make sure the person is safe and their GP knows, so records are correct. Keep the medicine, box, label and prescription. You can make an NHS complaint to the pharmacy or to the NHS body that commissions it, normally within 12 months. Free advocacy can help you write it. If the error caused harm, you can ask a clinical negligence specialist about compensation. The usual time limit is 3 years.

Key information

• Evidence: keep the medicine, box, dispensing label, prescription and any hospital discharge letters.
• Tell the GP: so the error is recorded and the medicines are reviewed.
• Complaint: complain to the pharmacy, or to the NHS body that commissions local pharmacy services. Ask for an explanation and what will change.
• Time limit for complaints: usually 12 months from the event or from when you found out.
• Complaining for someone else: you usually need their consent, unless they cannot give it.
• Regulator: the General Pharmaceutical Council can look at serious concerns about a pharmacist or pharmacy.
• Compensation: a clinical negligence claim usually has to start within 3 years.
• The NHS complaints process can: investigate and reply in writing with an explanation and apology. See how to complain to the NHS; if you are unhappy with the answer, you can go to the Parliamentary and Health Service Ombudsman. They will not award compensation for injury.
• The General Pharmaceutical Council can: look at concerns about a pharmacist's fitness to practise. See the General Pharmaceutical Council. They will not get compensation for you.
• AvMA can: give free advice after a medical error, including complaints and claims. See AvMA. They will not act as your solicitor.

Practical guidance

• Check the person is safe, and tell their GP about the error.
• Keep the medicine, packaging, label and prescription.
• Write down what happened and when, including any hospital care.
• Make an NHS complaint to the pharmacy. Free NHS complaints advocacy can help you write it.
• If the reply is poor, go to the Parliamentary and Health Service Ombudsman.
• For serious concerns, contact the General Pharmaceutical Council.
• For compensation, contact AvMA or a clinical negligence solicitor within 3 years.
• Ask the Shaman to map the steps.

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