| Effective use of monitoring and review mechanisms and a culture of learning from incidents. |
Governance, Leadership, Proactive approach |
Principle 1. Governance, Principle 2. Staff |
1.2, 2.4 |
The pharmacy employs good review and monitoring processes, so that the risks associated with pharmacy services are identified and managed. This includes sharing of learning from near misses across all branches. |
Details
|
| Preparation of medicines for care homes |
Added value, Customer and patient focus, Efficiency of processes, Governance, Leadership, Proactive approach, Responsiveness |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2, 4.3 |
A clearly defined and systematic approach is taken to the preparation of medicines for care homes with care staff provided with training and advice to manage medicines administration safely. |
Details
|
| Home delivery services |
Customer and patient focus, Efficiency of processes, Governance, Outcomes for patients |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2, 4.3 |
There are good arrangements in place to ensure medicines and medical devices are supplied to patients safely by the delivery service. |
Details
|
| Easily accessible pharmacy services for older people |
Added value, Customer and patient focus, Efficiency of processes, Governance, Innovation, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 4. Services, including medicines management |
4.1 |
The pharmacy team has a good level of awareness of the difficulties that some elderly patients face in accessing pharmacy services and other health services and it makes appropriate adjustments to meet the access needs of such patients. |
Details
|
| Protection of patient data and privacy. |
Customer and patient focus, Efficiency of processes, Governance, Proactive approach |
Principle 1. Governance, Principle 3. Premises |
1.7, 3.2 |
Staff have a good appreciation of the importance of maintaining patient confidentiality and privacy and the pharmacy has appropriate measures in place to support this. |
Details
|
| Automation and digital technology |
Efficiency of processes, Governance, Innovation, Leadership, Proactive approach |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2, 4.3 |
Automation and digital technology are used to ensure pharmacy services are delivered safely and effectively. |
Details
|
| Palliative care medicines |
Efficiency of processes, Governance, Outcomes for patients, Proactive approach |
Principle 4. Services, including medicines management |
4.3 |
Palliative care medicines are carefully managed including supporting prescribers to ensure timely supply. |
Details
|
| Safety of high risk services |
Efficiency of processes, Governance, Leadership |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2 |
The substance misuse service and the needle exchange service are managed safely, reducing the risk of patients receiving the wrong medication or receiving a needle-stick injury. |
Details
|
| Effective staffing model |
Governance, Leadership, Proactive approach |
Principle 1. Governance, Principle 2. Staff |
1.1, 2.1 |
The pharmacy team are able to effectively plan the level of staffing and skills mix required to deliver the services offered by means of a model day approach, with set time standards for different activities. |
Details
|
| Safe supply of high risk medication |
Efficiency of processes, Governance |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2 |
The supplies made as part of the registerable activities are done so in an organised manner and complete audit trails are in place to ensure that problems can be swiftly identified. |
Details
|
| Monitoring of medication to ensure it is safe to use |
Added value, Customer and patient focus, Efficiency of processes, Governance, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 4. Services, including medicines management |
4.3 |
Robust procedures are in place for date checking of medicines and handling of short-dated controlled drugs (CDs) to prevent unsafe medicines being dispensed. |
Details
|
| Responsiveness to patient feedback |
Added value, Customer and patient focus, Governance, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance |
1.4 |
Patients using the pharmacy are provided with opportunities to raise concerns or provide feedback which is used to improve the quality of services offered. |
Details
|
| Patient confidentiality, privacy and dignity. |
Customer and patient focus, Governance |
Principle 1. Governance |
1.7 |
Good governance arrangements are in place to protect confidential patient data obtained as part of the pharmacy services. |
Details
|
| A culture of continuous learning. |
Added value, Customer and patient focus, Efficiency of processes, Governance, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance |
1.2 |
Systematic monitoring and review mechanisms are in place, including checking compliance against GPhC pharmacy standards, demonstrating a culture of continuous learning. |
Details
|
| Accessible pharmacy services |
Customer and patient focus, Efficiency of processes, Governance, Outcomes for patients, Proactive approach, Responsiveness |
Principle 4. Services, including medicines management |
4.1 |
Facilities to enable patients who may experience difficulty accessing pharmacy services, such as those with visual impairment, are utilised to allow improved access to services. |
Details
|
| Continuity of care |
Customer and patient focus, Efficiency of processes, Governance, Outcomes for patients |
Principle 4. Services, including medicines management |
4.2 |
There is an established process for communicating key information to pharmacy staff starting later shifts to ensure continuity of services. |
Details
|
| Challenging the quality of prescribing. |
Added value, Customer and patient focus, Efficiency of processes, Governance, Leadership, Outcomes for patients, Proactive approach |
Principle 1. Governance |
1.2 |
Systematic and regular review of service delivery demonstrates a culture of learning, leading to improvements in the safety and quality of services. For example, an audit into prescriptions returned to the prescribing GP has led to improved tracking and follow up of such prescriptions. |
Details
|
| Monitored dosage system and care home services. |
Efficiency of processes, Governance |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 1.2, 4.2 |
Monitored Dosage Systems (MDS) are assembled and checked in a well organised dedicated centre in line with the standard operating procedure (SOP). The team are separate to the main dispensary team and can work without the distractions of the retail environment. Good records of communications are made between the care home/GPs and the pharmacy, and within the pharmacy team. Dedicated patient safety reviews tailored to the care home centre are completed. |
Details
|
| Insufficient staffing level |
Efficiency of processes, Governance, Lack of key knowledge and a failure to learn, Leadership |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.1, 2.1, 4.2, 4.3 |
There are insufficient staff to provide safe and effective pharmacy services. |
Details
|
| Patients’ feedback about their experience of pharmacy’s services not acted upon. |
Customer and patient focus, Governance, Lack of key knowledge and a failure to learn, Leadership, Responsiveness |
Principle 1. Governance |
1.4, 1.7, 1.8 |
The pharmacy does not respond appropriately to feedback from people. |
Details
|
