LOCAL ENHANCED SERVICE

EL23: Medicines Management Support Service

SERVICE LEVEL AGREEMENT 2010 - 11

PLEASE INSERT PHARMACY STAMP HERE (if available)

CONTENTS

  • Summary of Scheme
  • Financial Details
  • Agreement Period
  • Service Aims
  • Service Criteria
  • Ongoing Measurement & Evaluation
  • Signature Sheet

SUMMARY OF SCHEME

  • The pharmacy will help support vulnerable people, who require more support than a one off adjustment, as covered under the Disability Discrimination Act 1995 criteria.
  • The pharmacy will be contacted by the PCT Medicines Management Assessment team for professional discussions about the appropriate level or kind of support, if any, required by the person to help them take their medicines as intended. If support is necessary, the PCT Medicines Management Assessment Team and Pharmacy will agree with the person the appropriate level or kind of support.
  • The pharmacy may provide advice, support and assistance to the person, family member or informal carer with a view to improving the patient’s knowledge and use of their drugs and their compliance, or may need to refer to their GP for further referral to other health and social care professionals where appropriate.
  • The pharmacy will provide the support as described within the Open Action Plan contained within the Patient file set up by the PCT Medicines Management Team.
  • The PCT will monitor the enhanced service.
  • The pharmacy should ensure that they are fully compliant with Information Governance in relation to patient identifiable data. The pharmacy contractor should ensure that the staff who currently (or may in the future) complete claim forms to be fully aware of the necessity to follow the correct procedures with regards to patient data protection.

Provision of Enhanced Services

This enhanced service will only be commissioned from pharmacies providing the full range of Essential Services as defined by the Pharmacy Contract. All pharmacies providing this service must provide the full range of Essential services as defined by the Pharmacy Contract.

Financial Details

Level one – Review and Monitoring £ 6.50

Level two – Moderate Support (with review and monitoring) £11.00

Level three – Higher Level Support (with review and monitoring) £15.50

Pharmacies will be required to complete and submit a monthly summary sheet to the PCT.

Payment Terms

A claim form stating the number of patients supplied with this service should be sent by the 5th of each month to: -

NHS Hull
Heather Welburn
Medicines Management Team,
Alexandra Health Centre
61 Alexandra Road
Hull
HU5 2NT
Or email
/ East Riding of Yorkshire PCT
Louise Fowler
Primary Care Contracts Officer
East Riding of Yorkshire PCT
Health House
Willerby
Hull
HU10 6DT
or email

Agreement Period

The agreement will commence on 1st April 2010 and extend until 31st March 2011. It will be subject to renewal if agreed by all parties.

The agreement may be terminated without penalty if the PCT or the Pharmacy gives the other party at least three month’s notice in writing.

N.B. The PCT reserves the right to withdraw this enhanced service immediately if the pharmacy is found not to be meeting its requirements for the provision of essential services after the SLA has commenced.

SERVICE AIMS

  • To support independent living.
  • To help people manage their medicines safely and appropriately.
  • To reduce wastage of medicines.
  • To improve patient compliance with therapy by:
  • improving the patient’s understanding of their medicines;
  • identifying practical problems in taking their medicines and where appropriate providing extra support;
  • monitoring, reviewing and amending the support given, as outlined in the Open Action Plan;
  • providing advice and support to the patient, including referral to the PCT Medicines Management Team or GP for further referral to other health and social care professionals where appropriate.

SERVICE CRITERIA

The specification details the following service criteria. The following pages contain some further guidance from the PCT on expected processes, outcomes and deliverables based on this process.

  1. Service Delivery
  1. Protocols and guidance
  1. Records
  1. Training
  1. Relations with other agencies
  1. Quality Indicators

Criterion One: Service Delivery
Details
  • The part of the pharmacy used for provision of the service provides a sufficient level of privacy and safety and meets other locally agreed criteria.
  • The pharmacy will nominate TWO key members of staff who will be the regular point of contact for the PCT Medicines Management Team and the patient.
  • The PCT will agree the patient eligibility criteria for this service and the referral mechanisms.
  • During an assessment the PCT Medicines Management Team will contact the pharmacy to engage in a professional discussion to establish the patient’s needs prior to completing the Patient File and Open Action Plan.
  • The PCT Medicines Management Team will assess what level and kind of support the person requires.
  • Once the required Medicines Management System has been identified it is essential that the system user (patient) is shown how to use it and their understanding of the Medicines Management System is checked. The Open Action Plan will state whether it is the PCT Medicines Management Team (house bound patients) or Community Pharmacy (patient able to access the pharmacy) that have responsibility for showing the patient how to use their individual Medicines Management System and checking their understanding of its use.
  • The Pharmacy will be required to satisfy the following requirements;
  • Use various techniques to aid the visually impaired (i.e. Large print, appropriate annotation of boxes)
  • modify packaging of medication e.g. wing caps, non child resistant containers, popping medication out of blisters into boxes, halving of tablets and simple annotation of boxes.
  • ability to supply a multi compartment compliance device where it is deemed necessary and ensure empty containers are returned to monitor patient compliance
  • able to manage patients repeat prescription
  • have computer software capable of producing patient medication reminder charts and tick reminder charts for individual patients (templates will be provided by the PCT). i.e. to be able to create, amend and print reminder charts from a word document.
  • The pharmacy will submit claims for payment, on time, as agreed on a monthly basis.

Criterion Two: Protocols and Guidance
Details
  • The pharmacy contractor will ensure that pharmacists and staff involved in the provision of the service are aware of and operate within local protocols.
  • The pharmacist will follow an agreed protocol for monitoring and review as set out in the individual Patient File.
  • The PCT will provide a robust and responsive referral system for complex patient issues that arise with patients already enrolled on the service. The referral criteria and PCT Medicines Management Team contact information will be identified for each patient in their Open Action Plan.
  • Pharmacists will share where appropriate relevant information with other health care professionals and agencies, in line with locally determined confidentiality arrangements, including, where appropriate, the need for the permission of the client to share the information.

Criterion Three: Records
Details
  • The pharmacy will maintain appropriate records to ensure effective ongoing service delivery and audit. Records will be confidential and should be stored securely and for a length of time in line with local NHS record retention policies.
  • The PCT will provide a framework for the recording of relevant service information for the purposes of audit and the claiming of payment.

Criterion Four: Training
Details
  • The pharmacy contractor will ensure that pharmacists and staff involved in the provision of the service have relevant knowledge and are appropriately trained in the operation of the service. This will be facilitated by the provision of local training by the PCT
  • The pharmacist should be trained to deliver, monitor and review medicine management support systems effectively.
  • The pharmacy should ensure that they are fully compliant with Information Governance in relation to patient identifiable data. The pharmacy contractor should ensure that the staff who currently (or may in the future) complete claim forms to be fully aware of the necessity to follow the correct procedures with regards to patient data protection.

Criterion Five: Relations with Other Agencies
Details
  • The PCT will provide up to date details of other services which pharmacy staff can use to refer service users who require further assistance.
  • The PCT will be responsible for the promotion of the service locally, including the development of publicity materials, which pharmacies can use to promote the service to the public.

Criterion Six: Quality Indicators

Details

  • The pharmacy reviews its standard operating procedures and the referral pathways for the service on an annual basis.
  • The pharmacy can demonstrate that pharmacists and staff involved in the provision of the service have undertaken CPD relevant to this service
  • The pharmacy participates in an annual audit of service provision and referral pathways, by the PCT in liaison with the LPC.
  • The pharmacy co-operates with any locally agreed PCT-led assessment of service user experience.
  • The PCT will obtain feedback from patients regarding the PCT medicines management medication review service and EL23 through the use of patient questionnaires.

ONGOING MEASUREMENT AND EVALUATION

  1. The pharmacy is required to agree with the PCT this service specification/plan at the start of the year.
  1. The specific data measurement, evaluation and audit requirements of the scheme are outlined in the individual sections of this document
  1. The pharmacy will be required to collate the necessary evidence of compliance with the requirements of the scheme.
  1. The scheme will then be evaluated at the annual contract review with the PCT.

SIGNATURE SHEET

EL23: Medicines Management Support Service (2010 - 11)

This document constitutes the agreement between the pharmacy and the PCT in regards to this enhanced service.

Signature on behalf of the Pharmacy:

On behalf of the pharmacy I confirm that the information detailed within this service level agreement is accurate and reflects how the pharmacy approaches the provision of this service. In addition I confirm that the pharmacy will comply with the data reporting and audit requirements of the scheme.

Signature / Name / Date
Pharmacy Name and Address

Signature on behalf of the PCT:

Signature / Name / Date

PAYMENT WILL ONLY BE MADE UPON RECEIPT OF PHARMACY SIGNATURE SHEET

Please return a signed copy to Lynn Griffin, Commissioning Manager NHS Hull, The Maltings Silvester Street, Silvester Square

Hull HU1 3HA

Pharmacy: Please keep a copy for your records

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