Managing social distancing while providing reassurance to people and managing their expectations.

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

The pharmacy team are able to reduce waiting times by proactively approaching customers, working out what their needs are and taking practical action as soon as possible.

How the pharmacy did this

A pharmacy team member had been assigned to support the queue of people waiting to enter the pharmacy. They did this by going down the queue and speaking to each person individually, whilst maintaining social distancing rules. And whilst wearing personal protective equipment. The team member worked to manage people’s expectations by taking information from them, explaining what the pharmacy could do to help and how long this was likely to take. This approach also allowed team members in the dispensary to prioritise prescriptions for those waiting in the queue

What difference this made to patients

People are kept informed about what the pharmacy can do to help and how long this will take. They understand what to expect, feel reassured and waiting times are reduced.