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Pharmacy Error: Companies respond

We asked major pharmacy chains to respond to our test. Here's what they told us.

Neighbourhood Pharmacy Association of Canada
Guardian and I.D.A.
Loblaws Group
London Drugs
Pharmachoice
Pharmasave
Groupe Proxim
Shoppers Drug Mart
Walmart

 

Neighbourhood Pharmacy Association of Canada

Patient health and safety is our top priority. Pharmacy in Canada works hard every day to earn the trust and promote the health and well-being of Canadians.

The deviations from standards of practice reported on your program are concerning, and certainly do not reflect the high standards of practice expected. We take incidents and reports of errors or deviations from standards of practice very seriously. We continuously engage in discussions with our members and other healthcare stakeholders as part of our ongoing commitment to enhance patient care and service delivery.

The members of our Association, and the pharmacists who practice at their neighbourhood pharmacies remain dedicated to continuously improving patient safety and delivering healthcare closer to home for Canadians.

Cheers

Allan McN. Austin
Director, Communications
Neighbourhood Pharmacy Association of Canada
Association canadienne des pharmacies de quartier

 

Guardian and I.D.A.

Thank you for your reaching out and providing information related to your story and our banner pharmacies.

Drug Trading and its retail banners - Guardian and I.D.A. - takes patient safety seriously. The CBC Marketplace investigation of pharmacist interaction highlights the importance of careful examination of best practice.

The allegations resulting from CBC’s news coverage are of concern. Once identified, any such problems would need to be quickly resolved. We recognize the important role of the provincial College of Pharmacists in regulating and educating its members on best practice and professional conduct.

Drug Trading is committed to supporting the highest standards of patient care in pharmacy. We believe all pharmacist-patient interactions should contribute to safe, secure, and responsible access to medications. This includes counselling associated with the use of Schedule II drugs, as needed by the patient.

As a pharmacy banner provider, Drug Trading supports independent pharmacist-owners by providing operational resources that enable a quality patient experience.

We will use the coming weeks to consult with our pharmacist-operators and pharmacy professional service staff to determine and recommend improvement that may be needed. Identifying ways to improve the quality and safety of access to medications will remain a top priority in the days ahead.

Pharmacists are critical to meeting the health care needs of Canadians. Drug Trading and its members will take all appropriate action to maintain that trust.

Sincerely,

Kironmoy Datta

 

Loblaws Group

We were disappointed to hear the results of your research, as we see patient consultation as being fundamental to our industry. Our Loblaw pharmacists are not only trained and licensed professionals, they are increasingly committed to making sure no stone goes unturned relating to the wellbeing of our patients. Clearly, the situation you describe did not meet that standard. We will take the opportunity of your report to re-communicate to our pharmacists their responsibilities relating to Schedule II medications and our broader commitment to positive patient outcomes.

Kevin Groh
Vice President, Corporate Affairs and Communication
Loblaw Companies Limited

 

London Drugs

 

Pharmachoice

PharmaChoice is a member owned co-operative representing more than 465 independent pharmacies across the country.

Member pharmacies strive to operate as true community partners and develop strong relationships with their patients. Patient health and safety is the number one priority of our members.

The incidents highlighted by CBC’s Marketplace are concerning. Whenever the professional standard of pharmacy practice is questioned, the regulatory bodies in each province that set and enforce these standards will elevate the situation and take corrective action when required.

PharmaChoice will continue to work alongside pharmacy’s governing bodies to support our members as they deliver quality care to the communities they serve.

Jillian Blackman

 

Pharmasave

Pharmacists are one of the most accessible and trusted healthcare professionals. Patient care is of the utmost concern to all Pharmasave pharmacists and we are proud to offer an exceptional level of professional service every day. We remain committed to continuous improvement in patient care and the delivery of healthcare services in our pharmacies.

Stories like the one you are pursuing are concerning for all pharmacies and, with that in mind, we'd suggest you contact Allan Austin at the Neighbourhood Pharmacy Association of Canada at aaustin@neighbourhoodpharmacies.ca.

Regards,

Trent Lane, BSP
National Director Pharmacy Innovation
Pharmasave Drugs (National) Ltd.

 

Groupe Proxim

Groupe Proxim takes patient safety seriously. The CBC Marketplace investigation of pharmacist interaction highlights the importance of careful examination of best practice.

The allegations resulting from news coverage on CBC Marketplace are of concern. Once identified, any such problems would need to be quickly resolved. We recognize the important role of the provincial Order of Pharmacists in regulating and educating its members on best practice and professional conduct.

Groupe Proxim and its retail banners - Proxim and Proximed - are committed to supporting the highest standards of patient care in pharmacy. We believe all pharmacist-patient interactions should contribute to safe, secure, and responsible access to medications. This includes counselling associated with the use of Schedule II drugs, as needed by the patient.

As a pharmacy banner, Groupe Proxim supports independent pharmacist-owners by providing operational resources that enable a quality patient experience.

We will use the coming weeks to consult with our pharmacist-operators and pharmacy professional service staff to determine and recommend improvement that may be needed. Identifying ways to improve the quality and safety of access to medications will remain a top priority in the days ahead.

Pharmacists are critical to meeting the health care needs of Canadians. Groupe Proxim and its members will take all appropriate action to maintain that trust.

Elyse Desmeules, pharmacienne
Directrice des services professionnels
Director, Professional Services

Shoppers Drug Mart

Shoppers Drug Mart pharmacists take patient safety very seriously, and are professionally committed to ensuring that our patients get the advice they need to improve their health.

We continually strive to deliver the very best patient care. Whenever instances outside of current standards of practice are reported, they are investigated, and improvements are made where necessary. Likewise, we continue to look for new ways to enhance care delivery so that we can further improve patient outcomes and protect patient safety.

In addition to focusing on continuous improvement, all of our pharmacists have been asked to review the standards of practice to ensure that our patients are receiving the best possible care.

Best,

Lana Gogas
Manager, Communications & Corporate Affairs
Shoppers Drug Mart

 

Walmart

Walmart pharmacies take patient safety extremely seriously, and we are committed to providing excellent patient care.

We expect our pharmacists to ensure all patients requesting Schedule II products receive counseling, and we are disappointed to hear from Marketplace that during your investigation a pharmacy did not meet this standard of practice. Upon hearing of this, we immediately sent a notice to all of our pharmacies reminding them of their duty to deliver this standard of practice and requiring them to review and revisit all requirements with our pharmacy staff.

In keeping with our commitment to customer service, we always look for ways to improve our pharmacy services.

With respect to Mr. Garnier’s allegations, for privacy reasons and out of respect for our customers, we feel it would be inappropriate to comment on this or any particular case.

Andrew Pelletier,
Vice President of Corporate Affairs & Sustainability,
Walmart Canada Corp.