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Pharmacy inspections

Inspection reports and learning from inspections

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Posting key information and updates on social media during the Covid-19 pandemic

Pharmacy type

Community

Pharmacy context

​COVID-19

Relevant standards

  • 4.2 - Pharmacy services are managed and delivered safely and effectively

Why this is notable practice

In response to the Covid-19 outbreak the pharmacy has seen an increase in the number of queries it receives from patients on the telephone and when people come into the pharmacy. The pharmacy team wants to be able to use their time in the most productive way possible so wants to communicate with people in the local community efficiently.

How the pharmacy did this

The pharmacy already had an active Facebook page that was updated regularly with health promotion advice and pharmacy messages. The team decided to update the page once or twice a day with information linked to Covid-19 so that the people that followed the page would see these messages. The information on the page included links to official sources, such as NHS England advice and specific pharmacy information. The specific pharmacy information included updated opening times, information about how the pharmacy was managing social distancing whilst people waited to be served and information on various products that were out of stock.

Some of the posts were shared by community Facebook groups so they were seen by the wider community.

What difference this made to patients

The pharmacy team reported that since they had posted their updated opening times, they had received less telephone calls asking when they were open. This freed up the telephone lines for people that needed to request a repeat prescription or ask a specific question.

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