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Pharmacy inspections

Inspection reports and learning from inspections

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Providing healthy living advice and tailored information to people that are using an online prescribing service.

Pharmacy type

Internet / Distance Selling

Pharmacy context

Thisis a pharmacy with its own online prescribing service. People are ableto access the pharmacy’s services through its website.

Relevant standards

  • 4.1 - The pharmacy services provided are accessible to patients and the public
  • 4.2 - Pharmacy services are managed and delivered safely and effectively

Why this is notable practice

The pharmacy does not see people face-to-face. But it still considers the additional healthy living advice that people using its services may need. And it actively signposts people to helpful information and to other healthcare providers.

How the pharmacy did this

The pharmacy advertised the services it provided through its website. The pharmacy team had a clear understanding of these services. And team members recognised when to refer people to other healthcare providers or sources of information. The pharmacy team used a signposting directory when necessary and signposting was documented. People were signposted to sources of information that had been approved by the clinical director and this included information on NHS websites and charities such as Asthma UK and Obesity UK.

People were signposted when completing the medical questionnaires on the pharmacy's website. For example, a link to nhs.uk opened and displayed weight loss pages if a person entered details indicating they were overweight. Links related to reducing alcohol consumption opened if a person indicated they were drinking over the recommended amount. And smoking cessation information pages opened when a person indicated they were a smoker.

The pharmacy took part in healthy living campaigns. It targeted appropriate people for each campaign by sending health information to them. For example, females aged 18-50 and people ordering contraceptives were sent information on cervical cancer during a campaign.

What difference this made to patients

People are provided with healthy living advice that is tailored and appropriate to their needs. They are directed to the right place when requiring services which the pharmacy doesn’t offer. This advice helps to complement any medicine that is supplied and leads of positive patient outcomes.

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