Pharmacy type
Community
Pharmacy context
The pharmacy is located on a main road on the edge of the town centre and serves a diverse range of people with some non-English speakers from the Asian community. It has a large retail area and dispenses approximately 5250 NHS items per month. Services offered include Medicine Use Review (MUR), New Medicines Service (NMS), Monitored Dosage Systems (MDS) for approximately 70 community patients, medicine administration record (MAR) sheets, prescription collection, delivery, lipotrim -weight management and stop smoking advice. Patient Group Directives (PGDs) are in place for nicotine replacement therapy (NRT) and Champix, emergency hormone contraception (EHC), Flu vaccinations and chlamydia testing and treatment.
Relevant standards
- 4.1 - The pharmacy services provided are accessible to patients and the public
Why this is notable practice
The pharmacy has comprehensive signposting resources and pharmacy staff are trained to use these to ensure patients, including those with English as a second language, are referred on where appropriate to other service providers to ensure effective care.
How the pharmacy did this
A folder was available with comprehensive signposting information. Signposting was recorded and led to improved patient outcomes. For example, a patient with incontinence was signposted to a designated health centre. One member of staff spoke Gujarati and Urdu, which were the first languages of a number of patients. A patient who presented at the pharmacy with an eye infection had an appointment made for them with their GP as the patient spoke no English. The patient later returned with a prescription.One patient who had an MUR was identified as having suffered a minor stroke and immediately referred to their GP. This was later confirmed by a very grateful relative.
What difference this made to patients
Effective communication with the patients led to the successful signposting and onward referral to another service provider and positive patient outcomes and feedback to the pharmacy.
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: