READ BEFORE FILING A COMPLAINT:
The American Society of Health-System Pharmacists will investigate formal complaints related to noncompliance with accreditation standards if the formal complaint procedures are followed and substantial evidence determines the program/organization is not meeting the accreditation standards.
The process may begin with an anonymous inquiry to the ASHP Director of Accreditation Services. The name of the complainant remains confidential until the point that a formal complaint has been filed.
ASHP will not intervene on behalf of an individual complainant regarding matters that are not related to ASHP accreditation standards and regulations (e.g. dismissal of residents or technician from a program, or to resolve individual disputes between individuals and accredited training program personnel). ASHP will not intervene on behalf of individuals for preceptors, programs directors, faculty members, students or residents regarding human resource issues (e.g., retention, appointment, promotion or dismissal).
ASHP-accredited residency or pharmacy technician training program staff (or programs in the process of being accredited) must comply with ASHP accreditation standards and regulations. Program staff must provide an environment in which individuals (e.g., residents, preceptors, and students) may discuss matters in a manner that encourages cooperative resolution of issue(s). Note: anyone having evidence of non-compliance with ASHP accreditation standards may submit a formal complaint to ASHP, provided attempts to resolve the issue have occurred prior to contacting ASHP. Any complaint must be submitted in writing and relate directly to issues of non-compliance with accreditation standards or regulation. Anonymous complaints or complaints submitted solely by e-mail will not be considered as a formal complaint.
If the complainant is a resident, student, preceptor, teacher, or other person affiliated with the program or organization in question, the following steps should be taken before submitting a complaint to ASHP:
If the complainant is someone outside of an ASHP-accredited program, they may contact the Director of Accreditation Services at ASHP as the first step in the process.
Director of Accreditation Services: 301-664-8656
When submitting a complaint that alleges non-compliance with ASHP accreditation standards or regulations, the complaint must be in the form of a written letter complete with signature and date (i.e., not an email) and include the following:
Complaints should be addressed to:
Director, Accreditation Services Division
American Society of Health-System Pharmacists
7272 Wisconsin Avenue
Bethesda, MD 20814
Upon receipt of a formal complaint:
Individuals filing official complaints must understand that once the complaint has become formal the information will be shared with the site. Training program staff will then need to respond with any documentation they have related to the situation.
A complaint review committee of the ASHP Commission on Credentialing* will review both the complaint and the program's response to the complaint, and may determine that:
Following consideration by a complaint review committee, the program director and complainant shall be informed in writing of the complain review committee's decision on the complaint.
The name of the complainant will remain confidential, until a formal written report is received in the ASHP office. At this time the information may be provided to the site to gather more information regarding the situation.
During the period when the complaint is being processed, the Director of Accreditation Services shall maintain the relevant correspondence in a case file that is separate from the official program file. When the case has been closed, the file shall be referred to the on-site surveyors for review at the next scheduled accreditation survey.
*The complaint review committee of the ASHP Commission on Credentialing will consist of a minimum of (but not limited to) three individuals, the Chair of the Commission on Credentialing, the Past Chair, or Vice Chair: the accreditation services director (or designee); and a lead surveyor. Reviews may occur through conference calls to expedite decisions.
ASHP is the national professional organization whose more than 40,000 members include pharmacists, student pharmacists, and pharmacy technicians who serve as patient care providers on healthcare teams in acute and ambulatory settings.