Distance Selling Pharmacies to Ensure Compliance with NHS Regulations 2013, Section 25 Standard Operating Procedure (SOP)

Purpose

To establish an overarching SOP to ensure that the pharmacy organisation complies with the standards set out by the NHS for Distance Selling Pharmacies (DSP).

To guarantee the uninterrupted provision of essential services and the safe and effective delivery of these services without face-to-face contact.

Scope

This SOP works to reinforce to all staff the importance of compliance with NHS 2013 regulations, Section 25 which includes:

(i) the uninterrupted provision of essential services, during the opening hours of the premises, to persons anywhere in England who request those services, and

(ii) the safe and effective provision of essential services without face-to-face contact between any person receiving the services, whether on their own or on someone else’s behalf, and the applicant or the applicant’s staff.

Responsibility

Pharmacy Superintendent: Ensure that this SOP is kept up to date and follows best practice.

Responsible Pharmacist: Must be in charge of the business at the premises throughout core and supplementary opening hours;

Pharmacy Manager: Ensure adherence to this SOP, monitor compliance, and address any issues that arise. Provide essential services in accordance with NHS standards and this SOP.

Pharmacy Staff: Assist in the provision of services, ensuring all protocols are followed.

Quality Assurance Team: Conduct regular audits and reviews to ensure adherence to HLP standards and identify areas for improvement.

Definitions

• ●  Distance Selling Pharmacy (DSP): A pharmacy that provides services without face-to-face contact with patients.
• ●  Essential Services: Services that all pharmacy contractors must provide, which include dispensing medicines, repeat dispensing, clinical governance, and public health services. From a DSP, these services should be provided to all patients located in England presenting prescriptions during opening hours without face-to-face contact.Procedure
  1. Opening Hours and Availability.

• ●  Ensure that the pharmacy is operational and accessible during the advertised opening hours.
• ●  Use automated systems to handle and manage service requests 24/7.
• ●  Employ adequate staffing levels to meet demand during peak hours.
• ●  Ensure that there is sufficient signage in and around the pharmacy to notify patients that they cannot recieve face to face essential services. 2. Service Delivery.Ensure delivery of essential services whilst being mindful of distance selling pharmacy requirements this includes ensuring that there are arrangements in place at their premises which enable a person performing pharmaceutical services to communicate confidentially with a person accessing pharmaceutical services:

• ●  by telephone or another live audio link; and
• ●  via a live video link.As a DSP it is important to note that we will be providing services to patients in a wider geographical area than that of most other pharmacies. This means as a business we must reflect on the broad health needs of their patients wherever they may live, rather than those living in a specific local area. Maintain a user-friendly website with clear instructions for accessing services. Ensure all requests are promptly acknowledged and processed within a designated time frame.

  3. Safe and Effective Provision Without Face-to-Face Contact.

  Ensure that there is robust internet provision so that the risk of not being able to receive prescriptions electronically through the NHS Electronic Prescription Service (EPS) is minimised. Verify and validate prescriptions through standard operating procedures. Ensure that there is availability to offer remote consultation services via phone or video call to address patient queries and provide medical advice. Ensure that all consultations are documented and recorded in the patient’s record.

  4. Clinical Governance.

  Conduct regular audits of services to ensure compliance with NHS standards. Implement a system for reporting and addressing incidents and near misses. Ensure all staff receive ongoing training in line with NHS guidelines and updates.