Pharmacy type
Community
Pharmacy context
The pharmacy is located next door to two GP practices. They dispense approximately 12,000 NHS prescription items per month and offer: prescription collection and delivery, medicines use reviews (MUR), Monitored Dosage System (MDS) for 50 community patients and blood pressure monitoring.
Relevant standards
- 4.1 - The pharmacy services provided are accessible to patients and the public
Why this is notable practice
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.
How the pharmacy did this
The pharmacy and pharmacy counter were accessible to patients with mobility difficulties and wheelchairs. The pharmacy offers several services to increase the accessibility to customers, including prescription collection and delivery and Monitored Dosage System trays. There were a selection of bilingual (Welsh / English) healthcare leaflets in the retail area for customers. Two of the staff spoke Welsh including the pharmacist which is important as some patients have Welsh as their first language. Staff were clear about what services were offered and where to signpost to a service, such as smoking cessation. A list of the services provided by the pharmacy was displayed in the pharmacy window. The patient medication record (PMR) computer system had the facility to provide large print labels which were used for patients with visual impairment. A medicine reminder chart was also provided to patients who would benefit from this. Assembled prescription bags for patients prescribed warfarin, methotrexate, CDs and lithium medication were highlighted with the letters “MXT” to alert the pharmacist to review and counsel such patients. In accordance with the procedure, the delivery driver obtained the patient’s signature to confirm their receipt of all medicines; each delivery was recorded on an individual page in the delivery book to protect patient confidentiality and if a patient is not at home the medicines are returned to the pharmacy to be stored safely and securely.
What difference this made to patients
Patients who have particular difficulties accessing services, including those with a physical disability or sensory impairment, or those for whom English is a second language, are supported to do so through adjustments to pharmacy practices.
Highlighted standards
We have identified the standards most likely and least likely to be met in inspections, and highlighted examples of notable practice for each of these standards; to help everyone learn from others and to support continuous improvement: