Tout's Pharmacy (1109089) - Improvement action plan

The pharmacy has not identified or managed several risks associated with its services. The team are not recording or reviewing mistakes that occur during the dispensing process, there is little evidence of remedial activity or learning occurring in response to incidents and there is no information on display about the pharmacy's complaints process. Pharmacy staff are not trained on recent developments in data protection laws, people are not informed how their private information is maintained and their confidential information is at risk from the way the consultation room is used as well as from the delivery service. Team members are not trained on safeguarding the welfare of vulnerable people and they are not segregating date-expired Controlled Drugs clearly from those that have been returned by the public for disposal. People prescribed higher risk medicines are not identified, they are not counselled, relevant parameters are not checked or details documented

- Each team member is responsible for recording their near misses in the near miss register. These will be reviewed monthly in a team meeting with the team and the manager so that they can evaluate and learn from their mistakes. Any errors are reported directly to NRLS
- Our complaints process is up in branch for people to see and is also available on the practice leaflet and will be published on our website
- The team will work through a new training module on GDPR regulations and we will display how we handle and store he publics information in branch.
- The consultation room is void of any patient information or data and any service provision forms etc. are kept in the appropriate folders and in the locked cupboards out of sight.
- Our pharmacy delivery records have been switched to single page records so no patient data can be seen by others.
- Returned medicines requiring destruction are clearly segregated and appropriate steps are in the process of being taken to make improvements to meet the standard
- High Risk med’s have been highlighted on the shelves and the warnings are printed out from the PMR at the time of dispensing to ensure we can make interventions at the point of dispensing to the patient about their high risk meds. Updated in the intervention section of the PMR if applicable.