Pharmasure has been built on a culture of quality, service and continuous improvement. This culture is evident in all aspects of our business and is reflected in the recruitment, training and attitude of each individual within the Company. Because of this, our quality management is holistic, permeating all we do and ensuring that every process and element of our activity adheres to the same quality ethos. We operate continuous improvement - and we actually do it - the whole organisation is committed to the concept!
Quality of service, products, professional accountability and responsiveness to our customers and partners is at the heart of all our tailored operations. Our Standard Operating Procedures and Policies reflect current ‘Best Practice’ and are fully documented in our Quality Management System (QMS) which is subject to Corporate and Clinical Governance as well as internal company, and external regulatory audit by:
This allows us to continuously monitor, record and enhance quality in all aspects of our service provision to our partners and patients enabling us to exceed their expectations
The NHS defines clinical governance as:
“a framework through which NHS organisations are accountable for continuously improving the quality of their services and safeguarding high standards of care by creating an environment in which excellence in clinical care will flourish.”
– Clinical Governance: Quality in the new NHS. (HSC 1999/065) Department of Health, London, 1999.
We employ this procedural system to maintain safe, high quality care ensuring that patients are our main focus and priority.
Pharmasure embraces a philosophy of responsibility and accountability; all personnel are encouraged to take responsibility according to their job function and are accountable for the service levels they deliver. Our pharmacists are accountable for the quality, standards of services provided in our pharmacy department and for their individual professional practice. This includes the quality and standards of clinical advice given to patients and fellow professionals about treatment, policies and procedures employed.
In addition to audits from both the MHRA and RPSGB, Pharmasure conducts two annual clinical audits against set standards, one practice-based audit and one primary care organisation (PCO)-determined multidisciplinary audit.
Our pharmacists are aware of current clinical evidence and apply this to their practice; ensuring patient care is monitored, inclusive of drug-interactions and adverse-drug-reactions. They are supported in the sharing of ideas with professional colleagues and their patients.
At Pharmasure we encourage the involvement of patients and the public in enhancing and improving the services we deliver. Feedback is actively sought through patient satisfaction surveys and a documented complaints procedure. Pharmasure actively engages patients to become full partners in the taking of medicines.
In addition, we cooperate with Primary Care Organisations (PCOs), patient/public involvement forums and the Healthcare Commission on monitoring and auditing our pharmacy services.
Our pharmacists and technicians abide by RSPGB Code of Ethics, under which underperformance is measured. Training via continuing professional development (CPD) material and other resources are used as a means of remedying this.
As part of our Quality Management System (QMS) we routinely review standard operating procedures for our services including the reporting of pharmacist interventions, near-misses and patient complaints.
Empowering our staff with an appropriate induction on employment, and continual ongoing training improves the quality of service Pharmasure provides its partners and patients.
All staff at Pharmasure are actively supported in continuing their professional development. This enables us not only to maintain, but continually improve their competency within the homecare provision environment.
The model used is a ‘Plan and Record’ method of CPD, a cyclical process of reflection on practice and evaluation (reflection on learning). This applies to all aspects of an employee’s learning, helping improve their effectiveness.
NHS nursing provisions can be supported by our validated nursing service when required, to pre-agreed standards within a clinical governance framework.
Great care is taken in selecting and developing our support nurses, employing empathetic, professionally competent and committed individuals.
As our support nurses visit patients in their own homes, all nursing staff are subject to professional screening that meets exacting standards.
Pharmasure recognises the clinical support provided by our nurses to patients and their carers; hence we support and encourage their ongoing training and CPD.
