Individual factors can include capability and health. The well-used term 'capability' includes much more than whether a team member has received training. It should also include reference to their high quality skills, knowledge and great attitude. The CPD undertaken by the pharmacist should include the management of process and people as well as clinical topics, reflecting the range of capabilities required in their role.

Assessing capability is more than creating a check list to tick off which members of staff have completed what courses. Capability should be measured through ongoing performance appraisals and developed through development plans. A written policy for performance appraisal and personal development should be an integral part of the risk management strategy for every pharmacy.

Health issues can also present a risk. When people are unwell or have long-term health issues, such as alcohol or drug abuse issues, they will be at more risk of making a mistake. Having clear policies about working when ill and appropriate sick pay should also be part of a business strategy to reduce errors.