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Avoiding, acknowledging and fixing mistakes: investigation of a complaint about the Australian Community Pharmacy Authority

机译:避免,承认和纠正错误:调查有关澳大利亚社区药房管理局的投诉

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摘要

This investigation into the approval process for pharmaceuticals produced findings with broader lessons for Commonwealth agencies about the importance of proper program design, sharing information necessary to ensure proper outcomes and about service recovery arrangements when things go wrong.ForewordThis is a report on the Ombudsman’s investigation of a complaint from a pharmacist about the Department of Health (DoH) and the Department of Human Services (DHS). The complainant contacted our office because he believed that a neighbouring pharmacy had been incorrectly approved to dispense medications under the Pharmaceutical Benefits Scheme (PBS). He told us the neighbouring pharmacy had relocated from its original site to one closer to his pharmacy than the rules allowed and this affected the viability of his business. He had unsuccessfully attempted to find out from DoH and DHS how this had happened, and was frustrated in his attempts to obtain a resolution.The approval process, jointly administered by DoH and DHS, relies upon the pharmacist applying for approval to provide evidence of the distances between their new location, old location and any other nearby pharmacies. There was an error in the measurement of the distances between the pharmacies. This error had come to the attention of the DoH before the approval was finalised, but the information was not relayed to DHS, which granted the approval without knowing that the application did not meet the location requirements.We found problems in the design of the pharmacy approval program, which focussed primarily on the interests of the applicant pharmacist without considering how to protect the interests of other pharmacies in the area. The program was delivered by two separate agencies, without sufficient regard to the need to share information in a timely way to ensure the integrity of the scheme. When it became apparent to DoH that DHS had made a decision based on wrong information, it initially failed to consult with DHS about how to put things right. In our view, DoH responded to the mistake in an inappropriately defensive way. Finally, when someone affected by the error complained about it, they were met by an unwillingness to explain or admit fault, and told their only option was to go to court.We were unable to obtain a remedy for the complainant. However, DoH agreed that, if the complainant makes a claim for compensation including evidence of loss, it will refer that claim to its Minister for consideration.We note that DoH has already implemented changes to its administrative procedures to address some of the problems that this complaint revealed. At the conclusion of this report we make four recommendations that we believe will further strengthen those arrangements, and provide a more open and responsive complaint process.While this complaint is about a very particular set of factual circumstances, we believe it holds broader lessons for Commonwealth agencies about the importance of proper program design, sharing information necessary to ensure proper outcomes and about service recovery arrangements when things go wrong.
机译:这项对药品批准程序的调查为英联邦机构提供了更广泛的经验教训,涉及正确计划设计的重要性,共享确保适当结果所必需的信息以及发生问题时的服务恢复安排等内容。一名药剂师对卫生部(DoH)和人类服务部(DHS)的投诉。投诉人联系我们的办公室,是因为他认为根据药品福利计划(PBS),附近的一家药房被错误地批准分配药物。他告诉我们,邻近的药店已从其原始地点迁移到了一家比其药房更近的地方,超出了规定的范围,这影响了他的业务的生存能力。他未能从卫生部和国土安全部了解到这是怎么发生的,并为获得解决方案而感到沮丧。由卫生部和国土安全部共同管理的批准程序依赖于药剂师申请批准以提供证据。他们的新位置,旧位置和附近任何其他药房之间的距离。药房之间距离的测量存在错误。该错误在批准最终确定之前已经引起了DoH的注意,但是该信息并未传递给DHS,DHS在不知道应用程序不符合位置要求的情况下授予了批准。我们发现药房设计存在问题批准计划,该计划主要关注申请人药剂师的利益,而没有考虑如何保护该地区其他药店的利益。该计划由两个独立的机构提供,没有充分考虑及时共享信息以确保计划完整性的必要性。当DoH明显感觉到DHS根据错误的信息做出了决定时,它最初就无法与DHS协商如何解决问题。我们认为,卫生部以错误的防御方式对错误做出了回应。最后,当受错误影响的某人抱怨此错误时,他们不愿解释或承认错误,并告知他们唯一的选择就是去法庭,我们无法为申诉人寻求补救。但是,卫生部同意,如果申诉人提出索赔要求,包括损失证据,它将把索赔移交给其部长考虑。我们注意到,卫生部已经对其行政程序进行了修改,以解决这一问题。投诉揭露。在本报告结束时,我们提出了四项建议,我们认为这些建议将进一步加强这些安排,并提供一个更加开放和响应迅速的投诉流程。尽管此投诉涉及非常特殊的一组事实情况,但我们认为它为英联邦提供了更广泛的经验教训机构了解正确程序设计的重要性,共享确保正确结果所必需的信息以及有关出现问题时的服务恢复安排。

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    Commonwealth Ombudsman#039;

  • 作者单位
  • 年度 2015
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  • 原文格式 PDF
  • 正文语种 {"code":"en","name":"English","id":9}
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