Branch Visit Report September 2016

• Document No.

• Audit Title

• Conducted on

  Date

• Prepared by

• Location via GPS locator
  Address

• Personnel

Store Standards

• Does the external appearance and windows of the store give a professional appearance?

  Yes

  No

• Are the top 150 ticket over labels on display?

  Yes

  No

• PlanIT up to date?

  Yes

  No

• Latest Planogram correctly implemented?

  Yes

  No

• To ensure margin improvements are implemented and new product launches are available to customers.

• Does every product have a price ticket?

  Yes

  No

• Zero gaps on shelves?

  Yes

  No

• Is the shop floor and shelves clean and tidy?

  Yes

  No

• Consultation room is clear of all patient information (including BP forms etc and repeat prescription slips)?

  Yes

  No

Counter Area

• Is the team engaged with the Perfect Prescription campaign?

  Yes

  No

• Consent forms on the counter

• POS displayed as per promo guide

• Can the individual currently working on the counter fully explain the perfect prescription service?

• Is the EPS verbal nomination process in place at the counter and by each telephone?

  Yes

  No

• Every customer is asked about nominating to the pharmacy

• NHS numbers completed to demonstrate they are added to the PSA

• Nomination cards are handed to every nominated patient

• Any green prescriptions in the IPP box are marked to nominate

• Weekly nominations required to hit 120% by 31st December 2016?

• Are the waiting time barcodes in the red baskets and being used for every waiting customer?

  Yes

  No

Mystery Shopper Review

• Observe three customer interactions to understand customer service in line with the priorities from latest Aba reports
  
  1. Making Contact - observe that the customer is greeted at the first opportunity and is asked open questions that take the conversation beyond hello.
  
  2. Effective queue management - made efforts to minimise delays and/or reduce the size of the queue.
  
  3. Final Impressions - "Thank you" AND "Goodbye".

• 1. Greeting and Beyond hello

  Select interaction 1 interaction 2 interaction 3

  • interaction 1
  • interaction 2
  • interaction 3

• 2. Managing Queues

  Select interaction 1 interaction 2 interaction 3

  • interaction 1
  • interaction 2
  • interaction 3

• 3. Final Impressions

  Select interaction 1 interaction 2 interaction 3

  • interaction 1
  • interaction 2
  • interaction 3

• Name(s) of staff observed

Customer Care

• Is the customer care folder completed weekly and up to date?

  Yes

  No

• Is the safercare folder completed weekly and up to date?

  Yes

  No

Dispensary Standards

• Are the benches clear of anything other than work currently in progress?

  Yes

  No

• Is the floor clean and clear of any trip hazards and prescriptions waiting to be collected?

  Yes

  No

• Has the fridge temperature been checked daily and the SOP followed if it has gone outside the range?

  Yes

  No

• Are owing slip created and given to the patients for every item owed?

  Yes

  No

• Run the owing report for the last month and increase stock levels of the most commonly owed items (excluding high value non regular medication and drinks). Insert photo of the report.

  Media

• Are the Top 150/Quick picks in the most convenient location and stock levels reviewed daily?

  Yes

  No

• Are there any prescriptions on the spine older than 28 days?

  Yes

  No

• Please enter the date of the oldest prescription and the reasons for prescriptions that are remaining on the spine.

• Date checking matrix/bags on shelves up to date?

  Yes

  No

• Methadone balances checked weekly with correct working recorded for any overages?

  Yes

  No

Services Review

• Is the company MUR process in place and being followed for every prescription?

  Yes

  No

• Each prescription has been endorsed with MUR at the top, including CDS and RPS patients

• MUR stickers are being used and are clearly visible in the prescription collection area?

• Team can competently describe the process from start to end

• Weekly required to deliver 400 by the end of 2016/17

• Is the company NMS process in place and being followed for every prescription?

  Yes

  No

• Every person presenting a prescription asked "Are any of these medicines new for you today?"

• Compass NMS labels added to the audit sheets

• NMS labels added to the prescription bags in the prescription waiting to be collected

• Team can competently describe the process from start to end

• Number of NMS recruitments required to capture every potential new medication per week (based on NHS item volume)?

Surgery Relationships

• Is the pharmacy a GP location?

  Yes

  No

• Feedback from receptionist regarding pharmacy service levels, patient feedback and anything we can do to support?

• Date of next meeting with Practice manager:

• Practice Manager name and contact details

People Focus

• Has every member of the team had a MyPad review in the last 12 weeks?

  Yes

  No

• Have all return to work interviews been completed for any absence?

  Yes

  No

• Have probation reviews been completed at 4, 8 and 12 weeks for any new starters?

  Yes

  No

  N/A

Financial Review

• Current NHS items performance against budget

• Current OTC sales performance against budget

• Current PSI performance against budget

• Current payroll performance against budget

• Current profit performance against budget

• Financial Performance Notes

Inspire Performance

• Number of green segments

• Focus areas to achieve bonus

Comments

• Pharmacy Manager Comments/Support required

• Field Manager Comments

• Add media

  Media

• Pharmacy Manager

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• Field Manager

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