DDA member practice, the Cartmel Surgery in Grange Over Sands, Cumbria, has been rated by the Care Quality Commission (CQC) as outstanding for its caring and responsiveness after almost all patients in a survey (96 per cent) rated the dispensary staff as excellent or very good at answering queries about prescriptions. Partners adopted the philosophy that the practice was only as good as the welcome it gave. All practice staff had undergone customer service training to ensure all patients were made to feel welcome and treated with compassion.
At the practice the CQC inspectors found safe arrangements for managing medicines, and processes were in place for handling repeat prescriptions which included the review of high risk medicines. Inspectors saw evidence of regular medicines
audits, appropriate dispensary staff training and development, records of medicines incidents or ‘near misses’ and dispensing process quality monitoring systems.
Kent dispensing practice, the Cobtree Medical Practice in Sutton Valence, has also been rated outstanding for its caring, responsiveness and the quality of its leadership.
CQC inspectors noted the practice’s response to a dispensing error, including updated standard operating procedures, training review and new checking systems to double check all dispensed items. The near-miss report also showed learnings, which were discussed by the dispensary team, including avoiding threats such as medicines in the same colour boxes, patients with similar names and the use of certain generic medicines.