Strachan Pharmacy Limited (1041916) - Improvement action plan

The pharmacy does not have standard operating procedures in place. So there are risks of mistakes being made.

We are updating all our SOPs. We felt the need to do this from scratch rather than use the ones from two years ago. Demi is taking time off when we can release her. She has done just over half of them, and is making a big effort to finish these. The owner and resident pharmacist are giving cover for this to be done when possible. Once finished we will look over them and get finalised staff signatures. We all work according to set patterns but we just need to get it written down.
The dispensary staff are nearly all logged on to NumarkNet so they will be able to access modules for clinical education and practical guidance e.g. safeguarding module. They will be given individual passwords and time off each month during shop hours to make entries. They were set up to do paper ones before but this should make it easier.

The pharmacy does not have enough staff members at all times for all its services.

We have had a large increase in prescriptions in the last year and especially since the move to merge the Macduff Health centre and Banff Health centre. Many Macduff patients have and are choosing to opt for ourselves rather than the Lloyds pharmacy in Macduff. There was a two-month period where much panic ordering from Macduff and Banff patients occurred due to the merge. Patients were reacting to letters being sent out to order prescriptions early due to the shutdown of the practice for a short period. Also due to our excellent service people are choosing ourselves over other pharmacies. Two part time staff members are on maternity leave. We have had holidays to cover and staff being signed off for sickness. Also, other scenarios have caused a lack of staff.
John Strachan as owner has been working 3-4 days a week extra to help cover the workload for many months now. A new member of staff – a qualified dispenser was taken on to more than cover the hours from the two staff on leave. We have taken on a pharmacist locum to cover every Tuesday to help with checking. Our Saturday dispensary assistant has now finished school and is covering the dispensary till on most days of the week relieving staff having to cover. There have been discussions over the last few months to have a permanent member of staff at the till. Due to the lack of space it can be difficult but we already have agreements with two people to take on this role in a shared job. Our Saturday girl is doing this at present and we have her services for a few months yet. Our refit which will involve an extension, which the owner is trying to organise as well as dealing with the other parts of his business is what we are aiming for. It will be a lot of work but the end result will be a new larger clinical environment to work in. Hopefully starting within the next few months.
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A few months ago, prior to your inspection, with the refit in mind, I had talks with individuals who work elsewhere in the business regarding becoming medicine counter assistants. They have agreed to this and come time will support the dispensing staff.