- 4.2 - Pharmacy services are managed and delivered safely and effectively
Why this is notable practice
The pharmacy team is providing advice and support to people concerned about taking their medicines whilst observing Ramadan during the COVID-19 pandemic.
How the pharmacy did this
The pharmacy had received several queries from people observing Ramadan about their medicines and when to take them. During the day when the pharmacy team was busy and a person presented at the pharmacy with such a query the team advised the person that one of the pharmacists would give them a call. The team asked the person to provide their contact number, if it was not already on the pharmacy system. This allowed the person to return home without waiting in the pharmacy. And enabled the team to allow other people to enter the pharmacy to present prescriptions or to buy medicines.
The pharmacy usually had two pharmacists on duty together. So, one pharmacist would take on the responsibility of contacting people to answer their queries. The pharmacist would prioritise the calls depending on the nature of the query. This process provided the pharmacists with time to speak to the person, find out their concerns, check their medicines and do further research about their medicines and doses, when required. The regular pharmacists spoke a number of languages including Urdu and Punjabi.
The team had received many positive comments from people about the help and support provided. One person had presented at the pharmacy very concerned about taking their medicines during fasting but also worried about the effect on their health by taking the medicines at different times. After speaking to the pharmacist, the person reported they were more confident with taking their medicines and how to plan the doses in to their daily routine.
What difference this made to patients
People observing Ramadan have guidance and support to ensure they continue to take their medicines safely. So, their health and well-being is not affected during this time.
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: