Pharmacy is Changing are You ? – Quiz

(Based on outputs from Lothian Workshops May 2013)

Pharmacists / Yes / No
1 / Do you lead by example and talk up services and benefits to patients?
2 / Do you ask key team members what could be improved in the pharmacy to drive services?
3 / Do you associate every day?
4 / Are you visible to all patients?
5 / Do you ask yourself whether you could delegate more than you do?
6 / Have you invited surgery staff to see what you deliver?
7 / Do you always thank patients for waiting rather than apologise for keeping them waiting?
8 / Do you have your professional “hat” on first and employee “hat” on second?
9 / Do you focus on what you have done rather than what still needs done?
10 / Do you thank staff for what they do?
11 / Do you train all your team to be able to talk up and deliver services?
Team & Workflow
12 / Have you or a colleague reviewed the day to day workflow of your pharmacy?
13 / Are you and your team working as efficiently as possible?
14 / Can all your team talk and deliver services to patients?
15 / Do you and your team move to where they are needed (eg Dispensers to counter and HCA to dispensary)?
16 / Do staff always explain EXACTLY what the Pharmacist is doing (not that the Pharmacist is just busy)?
17 / Do staff Manage Expectations of patients (If Rx will be 30 minutes say that)?
Patients & HC Professionals
18 / Are you clear about 2 or 3 Pharmacy benefits of CMS?
19 / Are you clear about 2 or 3 Serial Rx benefits of CMS?
20 / Have you Invited surgery staff into the pharmacy for a tour/training session?
21 / Are you clear how you could link services together (eg CMS & Smoking Cessation)?
22 / Do you use OPEN questions with patients (eg When would you like your Rx to be ready rather than Do you want to wait or call back)?
Serial Rx
23 / Have you a key contact at the surgery for IT issues?
24 / Have you prepared a list of patients who are already registered with perhaps 1-2 items?
25 / Do you ask for feedback regularly from your key contact?
26 / When serial Rx numbers are small have you created a planner with next pick up dates?
27 / Have you thought about a good day to dispense your serial Rx’s eg Saturday if it’s quieter?
28 / Have you marked serial Rx with a highlighter/sticker/purple form to avoid early filing (paper Rx should be kept until final dispensing)?
29 / Have you a way to highlight Serial Rx to counter staff?
30 / Have you a way to highlight patients suitable for registration?
31 / Have you a way to highlight patients already registered but need pharmacist to chat?
32 / Have you a way to highlight patients on high risk medicines/new medicines?
33 / Have you a way to highlight the patient knows next collection date and that they do not have to order their serial Rx meds themselves?