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Q1. Can SPC help me to assess whether there are grounds for me to lodge a complaint?
A1. The SPC does not assess whether there are grounds for individuals to lodge a complaint. Generally, the SPC will look into any written complaint that falls within the ambit of section 39(1) of the Pharmacist Registration Act (“PRA”).
The types of issues concerning pharmacists that SPC will handle include:
1) Professional misconduct;
2) Performance impaired by ill health; and
3) Cases where the pharmacist was convicted in court.
The complaint should be supported by a Statutory Declaration (“SD”) and contains information about the pharmacist that you would like SPC to look into.
Q2. How do I lodge a complaint against a pharmacist?
A2. The SPC operates under the remit of the PRA in regulating the conduct of registered pharmacists in Singapore.
Under the PRA, if you wish to lodge a complaint against a pharmacist, you must submit a written complaint accompanied by an SD affirmed before a Commissioner for Oaths.
Your complaint should be type-written in English and should include the
full name of the pharmacist(s), the full facts of the case and your allegations against the pharmacist(s). Please refer to the details required when preparing your type-written complaint
here.
Q3. I am a foreigner and will be returning to my country shortly, how do I lodge a complaint against a pharmacist whom I consulted while I was in Singapore?
A3. Under the PRA, if you wish to lodge a complaint against a pharmacist, you must submit a written complaint accompanied by an SD which must be affirmed before a Commissioner for Oaths.
Your complaint should be type-written in English and should include
the full name of the pharmacist(s), the full facts of the case and your allegations against the pharmacist(s). Please refer to the details required when preparing your type-written complaint
here.
If you are not able to lodge your complaint while in Singapore, the SD can be made before a notary public or justice of peace, or with other person having authority under any law for the time being in force in that country to take or receive a declaration.
Once the SD has been duly affirmed / sworn, you can submit the SD and your letter of complaint to:
Chairman, Complaints Panel
Singapore Pharmacy Council
81 Kim Keat Road
NKF Centre, Level 9
Singapore 328836
Q4. Can SPC advise me on whether the treatment I received from the pharmacist(s) is appropriate?
A4. The SPC does not advise on the medication therapy management provided by a pharmacist. If you have doubts about the treatment received from a pharmacist, you may wish to seek clarification from the pharmacist / healthcare institution(s) or seek a second opinion before deciding on your next course of action.
Q5. Can I submit a complaint against the community pharmacy and pharmacy in hospital?
A5. The SPC can only consider complaints against pharmacists and is not empowered by law to look into complaints against any healthcare institution(s).
Community pharmacies and retail pharmacies in healthcare institutions are regulated under the Health Products (Licensing of Retail Pharmacies) Regulation by the Health Sciences Authority (HSA), and hospital pharmacies are regulated under the Private Hospitals and Pharmacy Clinics Act by the Ministry of Health (MOH). You may wish to contact and address your feedback/complaints to HSA or MOH where appropriate.
Q6. Can I submit a complaint without the full name of the pharmacist?
A6. No, to facilitate the processing and investigation of the complaint, a complaint to the SPC against a pharmacist must state the full name of the pharmacist.
Q7. I do not have the name/full name of the pharmacist(s). Can SPC help me to obtain the name(s)?
A7. The SPC cannot obtain the name of the pharmacist(s) for you and/or assist you to get such information to draft your complaint. Where necessary, you should contact the relevant healthcare institution(s) to find out the name of the pharmacist(s). You may search for the full name of the pharmacist(s) in the SPC register via the link
here.
Q8. Will the pharmacist be able to see my complaint?
A8. As part of a fair and impartial investigation, it is usually necessary for the pharmacist to be called upon to answer any allegation(s) made against him/her. As such, your complaint, including your identity and the details of your allegation(s), must, by law, be furnished to the pharmacist.
Q9. Is there a deadline for me to submit the complaint?
A9. In general, a complaint should be lodged within six years of the incident for the complaint to be investigated effectively, as the relevant evidence such as medication records and witness testimonies may become unavailable or difficult to secure with the passage of time.
Q10. Can I submit my complaint without making a Statutory Declaration?
A10. Under the PRA, your complaint must be supported by an SD.
Q11. Can SPC help me to draft my complaint?
A11. As an independent administrator of the disciplinary process, the SPC is unable to assist in the drafting of complaints.
Q12. Can I hand-write my complaint letter?
A12. Please also note that hand-written complaint letters are not accepted and all complaints should be type-written in English.
Q13. Can SPC help print my complaint or photocopy my supporting documents?
A13. The SPC does not provide printing/photocopying services.
Q14. Is SPC the right platform for me to obtain compensation from a pharmacist?
A14. No, the SPC is not the platform to get compensation. Under the PRA, even if your complaint is found to be valid, the disciplinary framework only allows for the imposition of disciplinary sanctions against pharmacists and cannot make an order of monetary compensation from the pharmacist. If you intend to seek monetary compensation from the pharmacist, you should seek your own independent legal advice.
Q15.My pharmacist/clinic/hospital has charged me an amount for the prescription drugs. Can I ask if this amount is correct? Can they charge me this amount?
A15. The SPC does not issue guidelines on prescription drug fees and charges and is not able to comment on the appropriateness of the fees charged by the pharmacist/clinic/hospital.
As hospital pharmacies and medical clinics are regulated under the Private Hospitals and Medical Clinics Act by the Ministry of Health (MOH), you may wish to provide your feedback to MOH.
You may also contact Consumers Association of Singapore (CASE) for feedback on charges.
Q16. How long will the Complaints Committee take to look into my complaint?
A16. Given the serious nature of many complaints, investigations by the Complaints Committee (“CC”) will typically take at least 9 months. For even more complex complaints, investigations may take more than a year.
Q17. Will I be updated of the status of my complaint with SPC?
A17. All proceedings before the Complaints Committee (“CC”) are confidential and the CC is an independent and separate body from the SPC. The SPC Secretariat does not have the power to release any information to you during the course of investigations. You will be informed in writing of the outcome of the CC’s deliberations as soon as a decision has been reached.
Q18. Can I submit additional information after I have lodged a complaint with SPC?
A18. Yes, you can. However, this may prolong the time taken by the Complaints Committee (“CC”) to look into the complaint especially if additional information is submitted after the CC has already commenced its inquiry. You are encouraged to ensure that all necessary, relevant information has been included in your complaint before submitting it.