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Pharmacy inspections

Inspection reports and learning from inspections

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Ensuring Public Health messages get to people struggling to access information

Pharmacy type


Pharmacy context


Relevant standards

  • 4.1 - The pharmacy services provided are accessible to patients and the public

Why this is notable practice

The pharmacy is helping to ensure Public Health messages reach members of the local community who are not able to access media publicity due to social and language barriers.

How the pharmacy did this

The pharmacy operated an information point during the COVID-19 pandemic as they were the only readily accessible healthcare professionals from whom the public could obtain key health messages. The team told everyone who came into the pharmacy about hand washing, social distancing and any other key information using simple messages and inviting further conversation if the person felt that there was a need. It also specifically targeted people who were at higher-risk, such as carers and older people, with further information.

Team members facilitated discussions and referrals to NHS 111, and advised about symptom checker applications (Apps) and the NHS volunteer App. Topics such as shielding, vulnerable adults, domestic violence and abuse were also discussed. Information posters from the Public Health Resource Centre were printed off and prominently displayed around the pharmacy. Team members were encouraged to be empathetic and see the person’s perspective, who may not always have access to genuine information available on the internet.

The information point was led by the pharmacy team. And media stories about the pharmacy team were shared. Realising they were recognised by the public gave them a sense of pride and heightened their awareness of their roles. The pharmacist ensured that the team was kept up-to-date with the current health advice by briefing the team regularly.

What difference this made to patients

The pharmacy team is sharing Public Health messages to people in a way that they understand to reduce the spread of the coronavirus.

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:

  1. 1.1 Risk management
  2. 1.2 Reviewing and monitoring the safety of services
  3. 4.2 Safe and effective service delivery
  4. 4.3 Sourcing and safe, secure management of medicines and devices
  5. 2.2 Staff skills and qualifications