Pharmacy type
Community
Pharmacy context
This was a community pharmacy in an area of the town of mixed demographic including an elderly population, dispensing around 8000 NHS items per month and a small quantity of private dispensing. Prescriptions were received regularly from 4 surgeries .The NHS items included supply to around 60 patients in Monitored Dosage System trays. Other NHS services provided were the standard Scottish pharmacy contract services. Services provided under patient group directions (PGDs) were unscheduled care, smoking cessation, emergency hormonal contraception, chloramphenicol ophthalmic products, post-immunisation paracetamol and human-papillomavirus vaccination. A substance misuse service was also provided. The pharmacy had a wholesale dealer’s licence.
Relevant standards
- 4.1 - The pharmacy services provided are accessible to patients and the public
Why this is notable practice
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.
How the pharmacy did this
The pharmacy had a low level entrance and a power assisted door to help people enter the pharmacy. And the phamacy team gave assistance when required.The pharmacy had a range of aids at the medicines counter such as magnifying glasses and pens with grips to support people to read and sign prescriptions. The pharmacy had a hearing loop that was clearly advertised. British sign language was used to communicate with patients and the team spoke slowly and clearly while facing patients who used lip reading. The pharmacy produced large print labels for patients with impaired vision and labels in foreign languages to go with the standard labels. The pharmacy team removed tablets from packaging and placed these into bottles for patients who struggled removing medication from strips. The pharmacy team halved tablets for patients who had medication to be taken at this dose. And patients were supplied with pill cutters or an oral syringe even if the dose did not need this, to make dosing easier. The pharmacy had a language identification chart produced by the Refugee Council for the team to refer to. The pharmacy identified a patient with vascular dementia was struggling to use an monitored dosage (MDS) tray. The pharmacy team resolved this by changing the order of the days of the week on the tray to ensure medication started on the best day for the patient.
What difference this made to patients
People using the pharmacy are supported to ensure they receive the correct medication and clearly understand how to take their medication. People are given help to ensure they take their medication properly.
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: