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Two DDA members receive top CQC ratings

Responsiveness to patients - and to errors - applauded by inspectors

April 12th 2017

Tagged: Dispensary guidance news CQC

By Ailsa Colquhoun

DDA member Oaklands Health Centre in Holmfirth, near Huddersfield has received outstanding ratings on four measures of service.

The practice was rated outstanding for safety, caring, responsiveness and quality of leadership.

Contributing to the outstanding rating for safety was the practice’s response to a dispensing error, which had led to the introduction of a computer checking system and a change in procedure that ensured dispensing staff were not disturbed whilst preparing prescriptions. As a result of this, the rate of error reduced from 2-3 errors per 1,000 prescription to 0.2 per 1,000 prescriptions.

CQC inspectors also noted that the practice had commissioned a third party provider to audit the dispensing practice and that it had implemented subsequent recommendations.

Also outstanding is Hartington surgery in Hartington, Derbyshire, which received top ratings for its caring and responsiveness.

A key factor in the outstanding rating for responsiveness was the support offered to housebound patients who were experiencing difficulties in managing their medicines,  including a home visit by a dispenser/health care assistant and the availability of weekly dosette boxes.

CQC inspectors noted that despite the vast size and rurality of its boundaries, the practice employed a locally based team with a wealth of local knowledge and who knew their patients well. The practice demonstrated close links with the local community and worked in partnership with other services to meet patients’ needs.

The practice established a group of 15 drivers and trained medicines delivery volunteers to provide a free weekly prescription home delivery service to the most vulnerable and housebound patients. All volunteers had signed a confidentiality agreement, there were recruitment checks including a DBS check, and as a safeguard, two volunteers always delivered medicines to patients homes. A system was in place to ensure that people’s medicines were transported and delivered safely, which patients signed for.

Surgery opening times were also arranged in response to patients’ needs and a dispensary staff member was on duty during opening hours.

All members of the dispensary team had relevant qualifications and training and the dispensary manager held a Level 3 BTEC certificate in managing a dispensary and dispensing practice.

Regular practice team meetings included dispensary staff and all staff had access to copies of minutes. Effective team building activities were actively promoted through supervision, reflection and meetings.

Effective systems were generally in place to keep patients safe, including the management of medicines.

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