Establishing effective communication channels to gain feedback and improve services.

Pharmacy type

Community

Pharmacy context

​COVID-19

Relevant standards

• 2.4 - There is a culture of openness, honesty and learning

Why this is notable practice

The pharmacy is using open and honest communication channels with its team members. These are two way and the pharmacy uses them to review the efficiency of its services. This includes its COVID-19 vaccination service. It also seeks information from other pharmacy teams so that it can learn and improve further.

How the pharmacy did this

As part of its procedures for reviewing the safety and efficiency of its COVID-19 vaccination service, the pharmacy held daily meetings with its team. It used these meetings to communicate any new or proposed changes to procedures. For example, the pharmacy team was briefed on the procedure for recording and reporting adverse incidents associated with vaccinations, including yellow card reporting. Team members were encouraged to make suggestions and provide feedback on how the quality of all of its services could be improved and were often reminded of the pharmacy’s whistle-blowing policy if they wished to raise any concerns in confidence.

The pharmacy had engaged a cohort of vaccinators and volunteers as part of the vaccination service. And it provided updates to them at the beginning of each shift. The importance of managing the team well was recognised, so some space in the vaccination diary was blocked out to manage breaks and other tasks.

The pharmacy had documented its team’s roles and responsibilities. And it had checked that each team member had a clear understanding of their individual role and responsibilities. Where the pharmacy had made changes to a specific job role, the team had communicated these changes to the relevant individuals during the pharmacy’s daily meeting. The pharmacy had joined a county WhatsApp group, and had been able to use this to grow its team of vaccinators. Vaccinators used the group to post their availability and pharmacy owners and superintendents had used the group to share information and ideas on how the service could be improved.

What difference this made to patients

People are met by a pharmacy team which is well informed and clear about its roles and responsibilities. The pharmacy is efficient in its ability to adapt to change and to keep improving the quality of its services. And so, people experience a safe, effective and efficient vaccination service.