Pharmacist Suspended for Misconduct Involving Inappropriate Language Towards Patient

Date of Decision: February 18, 2025

Registrant's Role: Pharmacist

Allegations:

• Referred to Patient A as a 'nutter' during a phone call.
• Denied using the term 'nutter' when challenged by Patient A.
• Declined to apologize to Patient A when asked.

Outcome: Suspension – 1 month

GPhC Standards Breached:

• Standard 1 – Pharmacy professionals must provide person-centred care.
• Standard 6 – Pharmacy professionals must behave in a professional manner.
• Standard 8 – Pharmacy professionals must speak up when things go wrong.
• Standard 9 – Pharmacy professionals must demonstrate leadership.

Case Summary

Allegations

The case involved a pharmacist who, while working as a locum at Knights Willaston Pharmacy, was accused of referring to a patient, known as Patient A, as a ‘nutter’ during a phone call. The patient, who suffered from chronic PTSD and anxiety, was calling to discuss her prescription. When challenged by Patient A about the use of the term, the pharmacist denied it and further declined to apologize when requested.

Findings

The GPhC panel found that the pharmacist did indeed use the term ‘nutter’ in reference to Patient A, despite his claims that it was directed at a colleague. The panel noted the lack of integrity and breach of duty of candour, as the pharmacist denied the use of the term during the call. The panel also highlighted the pharmacist’s failure to apologize, which compounded the distress caused to the patient.

GPhC Determination on Impairment

The panel determined that the pharmacist’s fitness to practise was impaired due to misconduct. The use of derogatory language towards a vulnerable patient was deemed a serious breach of professional standards. The panel emphasized the importance of maintaining public confidence in the pharmacy profession and upholding proper professional standards.

Sanction

The pharmacist was suspended for one month. The panel considered this sanction appropriate to mark the seriousness of the misconduct and to protect public confidence in the profession. The panel noted that the pharmacist’s misconduct was remediable and that he could develop insight and complete remediation during the suspension period.

Key Learning Points for Pharmacy Professionals

1. Person-Centred Care: Pharmacy professionals must always provide care that respects the dignity and mental health of patients.
2. Professional Integrity: Honesty and integrity are crucial, especially when addressing complaints or concerns from patients.
3. Communication: Effective and respectful communication is essential, particularly when dealing with vulnerable individuals.
4. Apologizing and Making Amends: When things go wrong, professionals should be open, honest, and willing to apologize to maintain trust and confidence.

A direct quote from the determination states, “The Registrant’s actions are such a departure of the standards expected of a pharmacy professional. Confidence in the profession would be undermined if the public came to learn that, in light of these actions, a pharmacy professional was permitted to remain on the Register without any restriction or censure.”

Original Case Document

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