Midhurst Pharmacy (1041458) - Improvement action plan

The pharmacy does not have a robust process in place to manage and learn from incidents. This includes complaints. The team is not always making records of incidents or investigating them appropriately and there is limited evidence of remedial activity or lessons being learnt in response

Management will make sure any shortfalls will in recording incidents or complaints will be implemented.
Complaints and incidents recording processes will be reviewed again.

The pharmacy is not always managing and storing information appropriately to protect the privacy, dignity and confidentiality of people who receive pharmacy services. There is confidential information stored within an unlocked consultation room, a risk of access to confidential information from the way people's signatures are being obtained during the delivery service and the team is not processing confidential waste in a timely manner

The consultation room has a lock and the room should be kept locked when not in use.
Clear guidelines will be given again to the RP and the staff.
Confidential waste is collected on a weekly basis by our driver and brought to head office

The pharmacy does not have enough suitably qualified and skilled staff to provide its services safely and effectively. The current staffing arrangements are insufficient to cope with the workload, routine tasks are therefore not being completed or undertaken in a timely manner

The pharmacy is normally run with a RP , Dispenser/Technician and a counter assistant and a Pre Reg student.
The dispenser has left and we are in the process of recruiting.
Full head office support is provided at all times together with our area manager.
• We sent a 2nd Pharmacist for two days in the first week to catch up with workload and assist the checking.
• For 4 days we sent dispensing cover from another branch.
• We are still in the process of recruiting a dispenser.
• For the last two weeks we have been supporting the branch with extra help when necessary.
• We will have a new full time Pharmacist starting in January 2020 covering the whole week, rather two part time Pharmacists.

The pharmacy's services are not currently being provided in an environment that is appropriate for the provision of healthcare. The dispensary is extremely cluttered, untidy and disorganized and the pharmacy's workspaces are not kept clear enough to work safely on

Agree that the pharmacy may be cluttered and untidy and it is not something we endorse and this been brought to the attention of the manager to rectify.

The pharmacy's services are not always being managed and delivered safely and effectively. The team is significantly behind with the workload, people are being left without their medicines, the pharmacy is not always maintaining effective audit trails about its services, people are reporting that medicines are being left unattended outside their home and this includes controlled drugs. There are date-expired dispensed prescriptions for controlled drugs that have not been removed and patient information leaflets are not routinely being supplied when people receive multi-compartment compliance aids

Our drivers have signed SOP,s and know how to deliver and keep records on the drivers log sheet.
One incident has happened where the medicines may have been left outside the door. It will not happen again.
• We have reviewed our complaint procedures and these will be implemented going forward. And we have informed the Manager that any complaints have to be recorded and an incident report done and sent over the Area Manager and Head office.
• The driver has been informed that he needs to get a signature for every delivery and a log of the deliveries made must be kept in the Pharmacy
• See attached updated delivery SOP’S.
• Our driver has signed the updated SOP’S.