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Pharmacy inspections

Inspection reports and learning from inspections

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Using online video consultations to enhance access to vaccination services

Pharmacy type


Pharmacy context


Relevant standards

  • 4.1 - The pharmacy services provided are accessible to patients and the public

Why this is notable practice

The pharmacy offers consultations via a secure online video communications system. By offering online consultations it can provide advice and support to people before they visit the pharmacy for their vaccinations. This reduces the time spent in the pharmacy.

How the pharmacy did this

Prior to the COVID-19 pandemic, the pharmacy provided an in-house travel vaccination service. But, because of the pandemic, fewer people had been taking up the service and the number of vaccinations had reduced. So, when the time was right, the superintendent pharmacist had started offering consultations via a secure, on-line video communications system. People that required services such as vaccinations had signed up through the pharmacy's website. An appropriately trained member of the pharmacy team had then contacted the person to obtain their initial consent, verbally. And during the consultation had recorded their medication and vaccination history, along with any other relevant details. The team had obtained people’s written consent when they arrived at the pharmacy for their vaccination. And it confirmed the details obtained during the online consultation.

What difference this made to patients

The pharmacy is making its services more accessible to people, providing some aspects of the service at a distance. It is making the process more comfortable for everyone involved by limiting the time people spend in the pharmacy and in the consultation room. This helps people to obtain the services they need while also helping to reduce the risk of transferring the virus.

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:

  1. 1.1 Risk management
  2. 1.2 Reviewing and monitoring the safety of services
  3. 4.2 Safe and effective service delivery
  4. 4.3 Sourcing and safe, secure management of medicines and devices
  5. 2.2 Staff skills and qualifications