The Pharmacy (1041778) - Improvement action plan

The pharmacy does not train team members within the necessary timescales to ensure they have the right qualifications and skills for their roles and the services they provide.

Medicines Counter Assistant training.
Conscious of the fact that my counter assistant did not have sufficient time for training and a month previous to inspection additional support was hired to assist with counter duties. On discussion with my counter assistant, we have agreed half a day per week (4 hours) to be allocated to training and made a plan detailing the training that is to be completed on a weekly basis – please see timetable attached

Delivery Driver Training: I am satisfied that although my current delivery driver has not completed any official delivery driver training, I am satisfied that he has the necessary knowledge and skills to provide a safe and effective service. As part of his induction, we discussed the importance of patient confidentiality and ensuring patient details i.e. name and addresses on bag labels cannot be visible at any time from inside the van. He is very conscious to protect patient confidentiality by always placing prescriptions in an opaque bag when collecting from the surgery, to ensure patients names and address cannot be seen.
He maintains a list of deliveries made in the pharmacy diary recording patients name & address, how many packages are being delivered as per the SOP. If there are controlled drugs to be delivered, he telephones staff to inform them that the patient has received the items so they can be entered in the appropriate register if required. He knows only to hand medications directly to the patient and to return any undelivered medicines back to the pharmacy and not left in the van overnight. Patients who are not in to receive their prescription get a postcard through their letterbox to let them know that they have missed their delivery and to phone the pharmacy to arrange a new delivery time. He knows that deliveries can only take place during pharmacy opening hours as per SOP.I will update the SOPs for delivering items and ensure they are signed by the driver. When the new delivery driver starts in 8 weeks' time. I will enrol them on the NPA delivery driver course and get them to sign the updated SOPs on his start date. There will be an overlap of the 2 drivers to show them the delivery route and to share knowledge of the necessary procedures to provide a safe and efficient service.