Adapting to provide most pharmacy services at a distance during the COVID-19 pandemic

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

During the early stages of the pandemic, this busy pharmacy often had long queues. So, it has removed direct access to its premises in exchange for a delivery only service. This has reduced the risk of infection for the general public and its staff. This has also allowed the pharmacy to better prioritise its workload.

How the pharmacy did this

With the agreement of the NHS Clinical Commissioning Group (CCG), the pharmacy had closed off its premises to the public to offer a delivery only service. The only exception was substance misuse patients who could enter the pharmacy to collect their medicine at an agreed time. The pharmacy had placed a table outside, where a member of staff was able to advise people. The table was used to promote the new ‘delivery only’ service. And had a dedicated post-box for people to post their prescriptions. Staff emptied the box every hour. For people who needed to buy a medicine, the staff member took their details so these could also be delivered. Payment was taken over the phone.

The pharmacy had set up four dedicated phone lines for people to call. And it had secured the services of seven additional voluntary delivery drivers, all DBS checked. It has also recruited the services of a previously retired pharmacist, now on the GPhC’s temporary register. The pharmacy delivered all urgent medicines on the day the prescription or medicine order was received. It telephoned people prior to delivery to ensure that they would be at home to accept the medicines.

What difference this made to patients

People receive their medicines when they need them without having to leave their homes or compromise social distancing requirements. This reduces the risk of people falling ill with COVID-19.