| 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
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| 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
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| Safeguarding |
Customer and patient focus, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance |
1.8 |
The pharmacy team take a proactive approach in supporting potentially vulnerable patients, as part of a multidisciplinary working arrangement. |
Details
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| 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
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| Safeguarding vulnerable individuals |
Customer and patient focus, Outcomes for patients, Responsiveness |
Principle 1. Governance |
1.8 |
Safeguarding vulnerable individuals is embedded in pharmacy services. |
Details
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| 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
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| 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
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| 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
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| 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
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| 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
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| 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
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| Effective use of signposting |
Customer and patient focus, Outcomes for patients, Responsiveness |
Principle 4. Services, including medicines management |
4.1 |
The pharmacy has comprehensive signposting resources and pharmacy staff are trained to use these to ensure patients, including those with English as a second language, are referred on where appropriate to other service providers to ensure effective care. |
Details
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| Insufficient staffing level |
Customer and patient focus, Governance, Lack of key knowledge and a failure to learn, Leadership, Outcomes for patients, Responsiveness |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.2, 2.1, 4.3 |
The level of trained staff is inadequate for the safe operation of pharmacy services. This is leading to a chaotic working environment, routine training and date checking not taking place and long delays for patients awaiting their medication. |
Details
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| Safeguarding vulnerable adults and children |
Governance, Lack of key knowledge and a failure to learn, Leadership, Outcomes for patients |
Principle 1. Governance |
1.8 |
There is a poor level of awareness of safeguarding children and other vulnerable people and the employer has not carried out appropriate pre-employment screening. |
Details
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| Inadequately maintained equipment and facilities |
Customer and patient focus, Governance, Lack of key knowledge and a failure to learn, Leadership, Outcomes for patients |
Principle 5. Equipment and facilities |
5.2 |
Accuracy in the dispensing process is compromised by the use of an uncalibrated electronic counter and unstamped plastic measures. Contamination may occur due to the re-use of medicine containers, use of a cracked glass measure and the use of plastic measures which are harder to clean. More robust monitoring of the fridge temperature is required. |
Details
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| Targeted MURs to improve use of medication |
Added value, Customer and patient focus, Governance, Outcomes for patients, Proactive approach |
Principle 4. Services, including medicines management |
4.2 |
The pharmacy identified that patients with respiratory conditions often used their inhalers incorrectly and provided targeted advice to all patients that had not had a recent review with their GP. |
Details
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| Management of patients on high-risk medication |
Added value, Customer and patient focus, Efficiency of processes, Governance, Outcomes for patients, Proactive approach |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2 |
All patients on high-risk medication had been identified and reviewed and provided with additional information to ensure they knew how to take their medication safely. |
Details
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| Accessibility of pharmacy services for patients with physical and sensory impairment. |
Customer and patient focus, Efficiency of processes, Outcomes for patients, Proactive approach, Responsiveness |
Principle 4. Services, including medicines management |
4.1 |
Services provided are aligned to the needs of the local community, taking into account the demographics, and ease of access to the pharmacy. |
Details
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| Accessible pharmacy services |
Customer and patient focus, Outcomes for patients |
Principle 4. Services, including medicines management |
4.1 |
The pharmacy uses a variety of appraches to ensure its pharmacy services are accessible to all who require them. The pharmacy team members use and have access to foreign languages and British sign language to ensure there is good communication for all. The pharmacy offers patients aids for independent living to a cohort of patients. |
Details
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| Sharing of risk assessment findings |
Customer and patient focus, Governance, Leadership, Outcomes for patients, Proactive approach |
Principle 1. Governance |
1.1 |
Changes are made to help improve the safety of services. Patterns in errors and issues identified are disseminated to all staff to help minimise future risk. |
Details
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