| 28/04/2024 |
Effective pharmacy team working practices for the NHSE Pharmacy First service. |
Customer and patient focus, Outcomes for patients, Proactive approach |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.1, 4.2 |
The pharmacy is well prepared to provide the NHSE Pharmacy First service for people. It proactively puts measures in place and has good working practices to make sure people are properly referred to the pharmacist for a consultation. And to ensure it has the right medicines, readily available for people following a consultation. |
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| 03/02/2024 |
Acting on feedback from people using pharmacy services to reduce queues and waiting times. |
Customer and patient focus, Efficiency of processes, Outcomes for patients, Proactive approach |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 1.4, 4.1, 4.2 |
The pharmacy reviews the way it provides its services in response to feedback and the action it takes provides a more efficient service for people. And it helps provide a quieter environment for team members to work to reduce the risk of error. |
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| 13/12/2023 |
Using the pharmacy's business continuity plan to support people's access to medicines in severe weather |
Added value, Customer and patient focus, Efficiency of processes, Innovation, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 1.8, 4.1 |
There is a proactive and patient-centred approach to business continuity planning that ensures people have access to pharmacy services during periods of adverse weather. The pharmacy team proactively uses its pharmacist’s prescribing skills to help people access their medicines. And it engages well with other health care professionals and the local health board to help support people’s needs during an emergency. |
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| 18/10/2023 |
Reviewing pharmacy team members skills to support introducing new pharmacist-led services. |
Governance, Leadership, Outcomes for patients, Proactive approach |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.1, 1.3, 2.2, 2.5, 4.2 |
The pharmacy reviews its team members skill mix before introducing new pharmacist-led services. It provides training for team members, so it can optimise the knowledge, skills, and experience of its team members when introducing these new services. |
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| 18/10/2023 |
Proactively addressing the risks associated with the change of ownership of a pharmacy |
Customer and patient focus, Efficiency of processes, Governance, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.1, 2.2, 4.1, 4.2 |
The pharmacy is due to change ownership. And the new owners are proactively preparing for the change to ensure continuity of care for people using the pharmacy. And they are supporting team members well during this transition. |
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| 14/05/2023 |
Using continual audits to monitor compliance with the pharmacy’s processes and to drive improvement. |
Efficiency of processes, Governance, Leadership, Outcomes for patients, Proactive approach |
Principle 1. Governance |
1.1, 1.2 |
The pharmacy uses regulatory checklists, and monthly audits to ensure the team complies with all procedures and that records are accurate and up to date. The pharmacy team is fully engaged in the process, completes any actions required and reviews the actions taken. |
Details
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| 28/01/2023 |
Using technology to provide a robust audit trail for medicine deliveries. |
Customer and patient focus, Efficiency of processes |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2, 4.3 |
The pharmacy has adapted its delivery service during the COVID-19 pandemic to help prevent the spread of the virus. The dellivery driver does not need a signature from people to audit the delivery, as the pharmacy uses technology to show that a delivery has been successful. And to show when it has been unsuccessful. This technology also provides an audit trail of the delivery address and the person accepting the delivery to resolve queries. |
Details
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| 28/01/2023 |
Collaborative working with other health services to provide access to Buvidal treatment |
Customer and patient focus, Efficiency of processes, Governance, Proactive approach, Responsiveness |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.1, 1.2, 2.2, 4.2, 4.3 |
The pharmacy is working collaboratively with the local ‘Community Addiction Team’ CAT to provide continual access to Buvidal treatment, especially at short notice. The pharmacy communicates regularly with its wholesaler. This supports cost effective treatment and continuous access to the medicine. The pharmacy provides support and guidance to CATs, enabling them to strengthen governance arrangements associated with managing a Buvidal treatment service. And it identifies and manages the risks associated with the supply of Buvidal. |
Details
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| 28/01/2023 |
Promoting a culture of openness and honesty through sharing learning when things go wrong |
Governance, Leadership, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance, Principle 2. Staff |
1.1, 1.2, 2.2, 2.4 |
The pharmacy encourages its team members to act openly and honestly when things go wrong. It does this by sharing learning through regular team briefings and by supporting its team members to contribute ideas designed to reduce risk. |
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| 17/05/2022 |
The use of technology to enhance the efficiency and safety of delivery services. |
Added value, Customer and patient focus, Efficiency of processes, Governance, Innovation, Outcomes for patients |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2, 4.3 |
The pharmacy uses technology to enhance the safety and efficiency of its delivery service. The technology helps the delivery driver to prioritise the pharmacy’s deliveries while also finding the most efficient route to use. And the technology keeps the pharmacy team up to date with the status of each delivery. |
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| 19/11/2021 |
Failing to maintain controlled drug running balances and investigate discrepancies. |
Governance, Lack of key knowledge and a failure to learn, Responsiveness |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 1.6, 4.3 |
The pharmacy does not always manage its high-risk controlled drug medicines as it should. It does not act appropriately when discovering a balance discrepancy within its controlled drug register. And it does not follow due process to investigate and account for the discrepancy. It does not identify the risks which come from this poor controlled drug management. And there is also an absence of shared learning to help prevent similar adverse events from happening again. |
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| 16/11/2021 |
Effectively using near miss records and regular reviews to reduce the risk of mistakes being made. |
Customer and patient focus, Governance, Outcomes for patients, Proactive approach, Responsiveness |
Principle 1. Governance, Principle 2. Staff |
1.1, 1.2, 2.4 |
The pharmacy has effective processes for reviewing any mistakes it makes. And it takes action to prevent them from happening again. Team members reflect on whether the learning and improvements from previous reviews have been sustained. And they continue to look for new ways to improve the safety and effectiveness of the pharmacy’s services. |
Details
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| 16/11/2021 |
Understanding how to sell over-the-counter codeine-containing medicines safely |
Customer and patient focus, Governance, Outcomes for patients |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.2 |
The pharmacy assesses the risk of selling codeine-containing medicines. And it has safeguards in place to monitor the sales of these medicines. Pharmacy team members have a good awareness of the potential for misuse of these higher risk medicines. And they sell these medicines appropriately with additional advice. |
Details
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| 08/10/2021 |
Using automation to support the safe and efficient preparation of multi-compartment compliance packs. |
Efficiency of processes, Governance, Innovation, Responsiveness |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 1.2, 4.2, 4.3 |
The pharmacy invests in automation to support the pharmacy team in assembling compliance packs. The system is risk assessed regularly and has in-built safety checks to reduce the risk of human error. |
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| 19/07/2021 |
Optimising effective communication between an online prescribing service and the person’s usual GP. |
Customer and patient focus, Governance, Outcomes for patients, Proactive approach |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 1.2, 4.2 |
The pharmacy obtains consent to inform the person’s usual GP when medicines are prescribed through its online prescribing service. It verifies the information people provide when completing the consultation questionnaires. This ensures people receive medicines that are appropriate for them. |
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| 19/07/2021 |
Ensuring that team members have quick and easy access to anaphylaxis kits in an emergency. |
Coronavirus (COVID-19) |
Principle 1. Governance |
1.1 |
Anaphylaxis kits are co-located in the vaccination room and in the post-vaccination area (which is the main part of the pharmacy) which ensures that those trained to administer adrenaline injections can access them quickly while minimising the impact on the COVID-19 vaccination service. |
Details
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| 19/07/2021 |
Using different colour codes to map out the patient journey for different vaccines at a vaccination site |
Coronavirus (COVID-19) |
Principle 1. Governance |
1.1 |
The pharmacy recognises the potential risks with providing two different types of vaccine to people. And the need to ensure that people are given the correct one. So, it has created two separate patient journeys and colour coded each one. This means that it is clear to people and staff which vaccine is required for each person. |
Details
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| 18/07/2021 |
Using continual review processes to help improve safety when handing out assembled medicine |
Governance, Outcomes for patients |
Principle 1. Governance, Principle 4. Services, including medicines management |
1.1, 4.3 |
The pharmacy uses continual review processes to identify and manage risks associated with supplying medicines to people. It takes timely action to implement changes designed to reduce risk when supplying medicines. |
Details
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| 05/06/2021 |
Use of ‘reflective statements' to improve dispensing following near misses. |
Efficiency of processes, Governance, Outcomes for patients, Responsiveness |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.1, 1.2, 2.4, 4.2 |
The pharmacy conducts meaningful reviews of mistakes made during the dispensing process. This has driven changes to the pharmacy practices. And has made the whole team more mindful when dispensing. The team uses the company’s processes for review in a way which enhances individual learning. |
Details
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| 11/05/2021 |
The GPhC Notable Practice Pharmacy- Top Tips for a Vaccination Site |
Coronavirus (COVID-19), Efficiency of processes |
Principle 1. Governance, Principle 2. Staff, Principle 4. Services, including medicines management |
1.1, 1.3, 2.1, 2.4, 4.2 |
GPhC engagement indicates that a good quality pharmacy-led COVID-19 vaccination site is one which has • Clear leadership. The service has been well thought through with a clearly articulated written plan. The plan is person centred. It identifies and mitigates for the potential risks involved in providing the service. And everyone involved understands their roles and responsibilities. • A well trained and well-motivated team. Team members are fully trained for their individual roles and have a good understanding of the service as a whole. The team regularly reviews the service so that it can modify it quickly to adapt to changing circumstances. And there is a culture of continuous improvement. • A well-designed, well laid-out and well managed site. It has enough space for people to progress through the vaccination process in a logical fashion, while maintaining social distancing. And people do not unnecessarily cross paths with others. The site has regular robust cleaning routines and the patient journey is well thought through. People can find the site without difficulty, park easily and know what to expect when they get there. People are made welcome and are dealt with thoughtfully, efficiently and speedily throughout the service. |
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