The new inspection model: update and next steps Helen Jackson, Inspector GPhC Leyla Hannbeck Chief Pharmacist NPA
A ‘total game - changer’! A modernised approach to inspection: driving improvement and providing assurance for patients and the public: • A new framework: inspecting against the standards for registered pharmacies • Open and transparent: evidence based judgements in a written report showing how pharmacies perform against the standards • Promoting professionalism : pharmacies ‘showing and telling’ us how they meet the standards; not a matter of simple checklists • More detailed inspection: covering the range of services and involving the whole pharmacy team
What happens in practice: an inspector’s view • Introduction to the pharmacy team - find out who everyone is - engagement • Explaining the purpose and structure of the inspection - don’t be shy! • Evidence collection, including - questioning - documentation - observation - scenarios • Providing feedback • Written report • - based solely on the evidence collected • - quality assured • - sent to the SI/owner
The story so far: what are we learning? • Over 7,100 inspections carried out • Principles 1 (management of risk), 2 (staffing) and 4 (safety of pharmacy services): particularly important to overall judgement • Performance ranges from poor to excellent but with majority as satisfactory – reflects the significant shift from old focus on rules and procedures to demonstrating outcomes for patients • Action plans have provided an effective mechanism for demonstrating improvement in standards
Characteristics of a good pharmacy • Performing well against most of the key standards • Delivering services that were achieving good outcomes for patients • Well- led and managed and the pharmacy’s systems, procedures and processes were applied consistently • Empowering their well-trained staff • Presenting a professional image as a provider of healthcare • Responsive to patient needs
The story so far: Responsible Pharmacist Feedback RPs strongly agreed/agreed with the following statements: • Feedback from inspector was accurate • Inspector explained clearly what would happen after the inspection • Inspector identified where the pharmacy was performing well • Inspector helped me to think about how I can improve the quality of services provided to patients and the public • I had a clearer understanding of the standards after the inspection
‘I find the reports informative and they represent a paradigm step forward ‘Very ‘Issues were raised we may have not thought of i.e. professional ‘Relaxed and clear’ vulnerable people’ approach and constructive’ ‘Explained what she was looking for and ‘Very informative and explained summarised where we needed improvement feedback’ and why’
A story of continuous refinement and improvement • We have already made some operational improvements based on feedback and experience • Inspection reports are now highlighting more clearly any areas for improvement and good practice • More focus on the individual context of each pharmacy • Owners/SIs now have longer to comment on the accuracy of reports (subject to risk) • The time taken to conduct an inspection has now stabilised to an average of 2.5-3.5 hours
What next? • The overall feedback for the new approach is overwhelmingly positive. But we are committed to addressing those issues where some concerns have been expressed. • In particular we are reviewing the ratings and will be seeking views on these later this year • We have listened carefully to the particular concerns around the term ‘satisfactory’ and will be replacing it. • We also continue to focus on the quality and consistency of reports.
Principle 1 Independent Pharmacies Rising to the Challenge
Principle 2 Principle 3 Independent Pharmacies Rising to the Challenge
Principle 4 Principle 5 Independent Pharmacies Rising to the Challenge
Finally................. Do not forget to renew your premises registration on time!!!! If you are having an issue with a staff member who is being difficult make sure you go through the right processes Remember that as an RP you do need to sign in and out according to the RP regulations. Independent Pharmacies Rising to the Challenge
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