Pharmacy type
Community
Pharmacy context
COVID-19
Relevant standards
- 1.1 - The risks associated with providing pharmacy services are identified and managed
Why this is notable practice
The pharmacy is risk assessing how it can utilise the support of volunteers in a safe and effective manner to support its prescription delivery service during the COVID-19 pandemic.
How the pharmacy did this
The pharmacy had four volunteer delivery drivers. They were put into contact with the pharmacy through a local emergency response group (ERG). The ERG had conducted a screening process of all of the potential volunteers, and this included a Disclosure and Barring Service (DBS) check. The pharmacy was then conducting its own screening process. This included asking the volunteer to complete a health questionnaire and it politely declined support from some volunteers with chronic health concerns due to the nature of the work. Additionally, the pharmacy asked the volunteer to provide proof of identity. Each volunteer was then required to complete basic GDPR training and they read and signed a standard operating procedure on non-contact delivery. Most drivers were using the pharmacy’s own vans. The vans were insured so that anyone over the age of 25 could drive them. Some drivers were using their own vehicles. Those that were using their own cars provided the pharmacy with proof of appropriate insurance for business use. The drivers could contact the pharmacy on a dedicated telephone line whilst out on their delivery rounds. The telephone line was separate to the pharmacy’s main telephone line. This allowed drivers to contact the pharmacy straight away. The pharmacy manager explained this was because each driver had been told not to make any assumptions and to speak to a pharmacy team member if they are unsure of anything. The volunteers were not permitted to deliver any fridge items or controlled drugs.
What difference this made to patients
People feel assured they will receive their medicine on time. And the pharmacy has peace of mind that the volunteers have the necessary skills and knowledge to support delivery of these services.
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: