Pharmacy type
Community
Pharmacy context
COVID-19
Relevant standards
- 1.4 - Feedback and concerns about the pharmacy, services and staff can be raised by individuals and organizations, and these are taken into account and action taken where appropriate
Why this is notable practice
The pharmacy is running a COVID-19 vaccination service from associated premises. It is using a card with a quick response (QR) code on it to obtain feedback about the service. This provides people with the opportunity to provide feedback without unnecessarily prolonging their visit to the vaccination centre. And it avoids unnecessary handling of paper forms. By giving their feedback after they get home, people also have a chance to fully reflect on the service provided.
How the pharmacy did this
The pharmacy had created a QR code and a business card which linked to a feedback questionnaire. It had placed a copy of the QR code at the checking-in desk and the team member at the desk asked people to scan the QR code as they checked-in for their vaccination. After vaccination, team members also gave people a business card with a website address. This provided people with the opportunity to provide feedback by using either the QR code or website link.
A member of the pharmacy team had collated the feedback each day. And had shared the information with the team after each clinic. Initial feedback had shown that some people had difficulty in finding the premises because of a lack of signage on the roads around the vaccination site. So, the pharmacy had contacted the local authority highways department who responded rapidly and provided road signs directing people to the site.
What difference this made to patients
The pharmacy is actively promoting ways for people to provide feedback about its COVID-19 vaccination site. Its timely response to the feedback it receives has helped improve signage so people can find the site more easily. And the high number of positive ratings has motivated the team to provide a positive experience for people.
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: