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Pharmacy inspections

Inspection reports and learning from inspections

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Providing key information through the pharmacy's telephone answering machine

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 is using its outgoing telephone answer machine message to provide information in a reassuring manner. The verbal message is spoken in a calming way. And it saves people having to wait to speak to a member of the team.

How the pharmacy did this

The pharmacy diverted phone calls to its office to reduce workload pressure in the dispensary. It had set up a message on its telephone answerphone which people heard when they rang the pharmacy. The message advised people that there was a change in opening hours due to the current COVID-19 situation. And this could be obtained by pressing one. It then explained how to get advice on COVID-19 and to visit the government website for up-to-date information. And the NHS. The message also clearly stated that all prescriptions to anyone aged 70 and over would automatically be delivered and there was no need to stay on the call if this information had answered their query. For people under 70, the message advised people to stay on the line for more information. People had an option to leave a voicemail if their query was not urgent. And the team reviewed messages at regular intervals.

What difference this made to patients

The pharmacy is using its telephone system to inform people about changes to its opening hours and the way it provides its services. This particularly supported people over the age of 70 who may be worrying about receiving their medicines as they were unable to leave the house.

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