Pharmacy type
Community
Pharmacy context
This is a community pharmacy based in large health centre. The team dispenses in the region of 4,500 NHS items and a small quantity of private prescriptions per month and offers a range of services including both private and NHS influenza vaccinations, head lice treatment, minor ailments, smoking cessation, medicines use reviews (MURs), new medicines service (NMS) and Monitored Dosage Systems (MDS) . Services are provided to a varied and predominantly elderly population with a range of chronic health care needs.
Relevant standards
- 1.4 - Feedback and concerns about the pharmacy, services and staff can be raised by individuals and organizations, and these are taken into account and action taken where appropriate
Why this is notable practice
Opportunities to give feedback or raise concerns are highly visible, well publicised and encouraged, and the pharmacy can show that it has made improvement to pharmacy services following feedback leading to positive outcomes for patients.
How the pharmacy did this
A complaints reporting and handling procedure was in place. The complaints procedure was signposted to customers via the practice leaflet, which was clearly displayed at the counter in the retail area. Staff were receptive to complaints and feedback and keen to change things as a result. Staff were aware of the complaints and feedback procedures. Patient feedback was collected by way of the yearly community pharmacy patient questionnaires and informal feedback invited by staff and given by customers. For example, when taking in and handing out prescriptions and giving advice to customers over the counter. Customer feedback led to the ordering of living aids for elderly and disabled customers. The shop did not have enough space to stock products so the team introduced a catalogue of products, available for patients to look through in the retail area, and staff would then order the product and deliver to the customer, if necessary. Regular requests for such items had been made as a result. Staff were also asked frequently for veterinary medicines, such as Frontline and Drontal, and so decided to hold a small stock of veterinary medicines.
What difference this made to patients
Staff are responsive to feedback from patients and act on this to meet the expressed needs of different groups of patients.
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: