Prepared for work

Hope for the best, but plan for the worst. Chris Chapman tells you how

Every pharmacist knows that awful moment: your heart skips a beat and your stomach sinks as you realise something has gone wrong. Fortunately, there is a range of tactics pharmacists can employ to make sure they can recover from whatever life throws at them.

Protection

Insurance is the one item - besides a certificate - no pharmacist should be without. Legal costs can quickly stack up, from wrangling in and out of court to paying out civil claims, and insurance can take the edge off the substantial price tag, whether you win or lose.

However, PDA general manager John Murphy says professional indemnity insurance is only one part of a pharmacist's defensive shield. "I genuinely think new pharmacists need more than indemnity insurance," he says. "They also need independent advice. Newly qualified pharmacists should get a good mentor. Someone you can bounce things with."

Mr Murphy points out that under responsible pharmacist (RP) regulations, pharmacists now have a statutory responsibility for what happens in their pharmacy. This means you should ensure standard operating procedures (SOPs) are in place, and that they are followed. "Read risk management publications and go to seminars," he advises. "As a responsible pharmacist, you've got to be able to take control."

Legal rights

If something does happen, it's important to remain calm and follow any SOP in place. According to the PDA, at least five incidents that result in legal action against pharmacists occur in the UK every day; if someone does make a complaint, follow your incident handling procedure. The PDA recommends the following:

¥ remain calm

¥ treat all complaints seriously

¥ never criticise someone else

¥ offer to rectify the problem, or pledge to improve future performance

¥ communicate well: avoid defensive language, be frank, open and honest; focus on the patient

¥ go above and beyond the call of duty, demonstrating your concern. Follow up the incident a week later with a phone call

¥ never talk about compensation or insurance

¥ keep a written record of the incident and what steps were taken.

If you do find yourself at the centre of legal action, either through a civil claim or criminal prosecution, the PDA advises you seek professional advice and representation immediately. Don't try to deal with the problem yourself.

Employment issues

But knowing your rights isn't just limited to professional legal cases, says John Murphy, it can also be about employment.

Problems at work can lead to disciplinary procedures. Usually a company will have a clearly defined procedure in place, with sanctions progressing from verbal and written warnings to dismissal. However, if gross misconduct has occurred, an employer can suspend an employee immediately pending dismissal.

If you are asked to attend a disciplinary interview, the PDA advises you clarify the procedure with your employer. You may be allowed to bring an observer to the interview. Prepare well, and ask that the interview be adjourned if you suspect you are being accused of a criminal or professional offence, to get legal representation. Never admit to something you did not do.

The free and confidential charity Pharmacist Support can help with employment tribunals.

Personal support

Pharmacist Support can also help with more personal problems, from a loss of income to an illness or bereavement. One of its most popular services is the counselling hotline Listening Friends, which pharmacists with any kind of problem can call. Pharmacist Support manager Diane Leicester says: "They also have the ability to refer on to other services, so if someone needs specific counselling they might be able to point them in the right direction."

Pharmacist Support also has a specialist advice service that can, for example, advise out-of-work pharmacists on benefits.

And it is able to offer financial grants. Last year the charity gave almost £200,000 of aid, ranging from one-off assistance for people affected by a loss of work to

regular grants for pharmacists

on low incomes. Health and wellbeing grants are also available for pharmacists' families, Ms Leicester says.

The future is uncertain. And while nobody likes to think of the worst, making sure you know where to turn when something does go wrong could make the difference between recovery and disaster.