Patient confidentiaity, dignity and privacy

Pharmacy type

Community

Pharmacy context

A healthy living pharmacy located next door to a medical centre..The pharmacy dispenses between 6,500 and 7,500 prescription items a month and provides a range of services including over the counter (OTC) sales of medicines, medicines use reviews (MURs), a new medicines service (NMS), a prescription collection and delivery service, a minor ailments scheme (MAS), smoking cessation, seasonal influenza vaccinations, chlamydia screening, patient group directions (PGDs) for emergency hormonal contraception (EHC) and the treatment of chlamydia, substance misuse treatment for a client, and monitored dosage system (MDS) dispensing for domiciliary patients.

Relevant standards

• 3.2 - Premises protect the privacy, dignity and confidentiality of patients and the public who receive pharmacy services

Why this is notable practice

The pharmacy ensures that the consultation room is secure from unauthorised access. It is used routinely with people accessing the pharmacy’s services and promotes a professional image in keeping with the clinical services provided.

How the pharmacy did this

The consultation room was an appropriate size and was available to all people accessing the pharmacy, including those with mobility difficulties. The room remained locked when it was not in use to prevent any unauthorised access to equipment and facilities stored inside. The room was clean, clutter free and was well signposted. It was kept available for use between consultations and pharmacy team members promoted use of the room with people routinely. Cordless telephones allowed staff to hold private conversations out of ear shot of the public area. All pharmacy computers were also password protected.

What difference this made to patients

People using the pharmacy can speak to a member of the pharmacy team in private and not have to disclose any private information at the medicine counter.