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Pharmacy inspections

Inspection reports and learning from inspections

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Providing accessible information to people

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 people understand and comply with public health messages during the COVID-19 pandemic.

How the pharmacy did this

The pharmacy was supporting social distancing requirements by marking the floor of the retail area to show people where to stand and restricting access to one person at a time. The team had experienced incidents of aggressive behaviour from some people who were not meeting the social distancing requirements.

The team discussed these concerns and recognised that some people who used the pharmacy did not consider English to be their main language. The team identified this group of people may find it difficult to understand the information on posters displayed by the pharmacy about the health risks of COVID-19. And this meant they may not realise why the pharmacy was restricting the number of people entering the pharmacy. The pharmacist contacted the head office team and arranged for posters in Polish and Czech to be issued to the pharmacy.

Since displaying these posters, the team experienced less aggressive behaviour from people. And found that people were more compliant with the requirements to socially distance when using the pharmacy. The team directed people to the information on the posters when they were unsure what was being asked of them.

What difference this made to patients

The pharmacy is providing accessible information to people to help them understand the health risks from COVID-19 and how to prevent the spread of the virus.

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