LP HCS (9011051) - Improvement action plan

The pharmacy does not have enough staff to operate effectively. It has a backlog of work and people using the pharmacy have very long waiting times. There is insufficient contingency planning for when team members are off work.

Review of colleague profile to highlight potential gaps and ensure adequate cover across opening hours of branch.

Actively recruit and provide support from colleagues in neighbouring pharmacies to ensure the pharmacy have adequate colleague levels to manage their workload safely and effectively and to clear any backlog of work.

Contingency plan to be put in place so colleagues can be transferred from neighbouring sites where needed.

All colleagues to read, sign and follow the Business Continuity Plan for the contract and escalate appropriately where required.

Training plan in place for all colleagues to be upskilled on the use of the pharmacy PMR including moving colleagues across neighbouring sites.

All colleagues to be refreshed on the use of the pharmacy prescription tracking system to ensure that customer expectations are managed with regards to the active wait time.