1. health and fitness
2. drugs

Supporting Excellence in Pharmacy
January - February 2014
EXPLAINING TRAINING - UPDATES TO QCPP TRAINING REQUIREMENTS
QCPP REQUIREMENTS MANUAL UPDATE #4
ARE YOU QCPP READY?
MY FIRST TIME: REACCREDITATION
Nick Panayiaris — new Chair of Quality
Assurance and Standards Committee
Nick Panayiaris
Chair, Quality Assurance and Standards Committee
National Councillor The Pharmacy Guild of Australia
I am delighted to accept the responsibility of Chair of the
Quality Assurance and Standards Committee. I see a
challenging future ahead for community pharmacy but
one that must be supported by quality standards that
drive professionalism and support community pharmacy
as a healthcare destination.
The Quality Assurance and Standards (QAS) Committee is the
governing committee that provides strategic guidance over the
Quality Care Pharmacy Program and other Pharmacy Guild
accreditation and standards matters. After celebrating QCPP’s
15 year birthday in 2013, I am keen to ensure the ongoing
development of QCPP to ensure the program’s success for
another 15 years and beyond!
I believe that the model of community pharmacy for the future
is one that reflects the changing focus of pharmacy practice
from one of product supply (dispensing of medicines) to a more
comprehensive ‘whole of health’ approach incorporating more
extensive professional services. There is no doubt that the 5th
Community Pharmacy Agreement (5CPA) and the success
of the Pharmacy Practice Incentives supported by QCPP has
helped drive this change. A great example of the wealth of
resources and information published by QCPP to help support
pharmacies comply with PPI and QCPP requirements is at
www.qcpp.com/incentives/ppi-resources-and-tools
As we move into negotiating the 6CPA, the Guild knows community
pharmacy needs to make an even greater contribution to primary
health care across Australia. We have the network, with over 5300
pharmacies broadly distributed in metropolitan, rural and remote
locations.
But we need to focus on strengthening, expanding and
transforming community pharmacy so it can do more, and be
better integrated with other health services so care is seamless.
We must do this by building on community pharmacy’s long held
core values, skills and professionalism, and quality underpinned
by QCPP.
I am a great supporter of the Quality Care Pharmacy Program
in my pharmacies and I am responsible for QCPP and PPI
management within my pharmacy group. However, my mantra
for QCPP is that it must have a direct customer impact and have
benefit to the customer experience. Regardless of whether QCPP
is supporting the smooth and successful operation of a pharmacy
or guiding implementation of a new professional service, there
needs to be relevance to how QCPP benefits the consumer.
I was involved in some of the strategic development of the QAS
division and QCPP in 2013. I was very keen to ensure that QCPP
stays relevant to improving practice, supporting customer service,
and making pharmacies better business operations. I also believe
we need to offer a better QCPP value proposition to members and
ensure that QCPP is easier to implement and maintain, whilst still
driving high standards and compliance with quality requirements.
I look forward to hearing your thoughts about the Quality Care
Pharmacy Program in my new role as Chair of the Quality
Assurance and Standards Committee. I am based in South
Australia, and am Vice President of the SA Branch of
the Guild. 
FROM THE
DIRECTOR
Andrew Matthews
National Director Quality Assurance and Standards
I’d like to welcome Nick Panayiaris as the new Chair of the
Quality Assurance and Standards Committee. I have known
Nick for sometime now; he knows community pharmacy
and what it needs to be successful in future. He is bright,
passionate and is committed to QCPP and the benefits
it provides to pharmacy businesses and to community
pharmacy overall.
I’d also like to acknowledge the contribution of Paul Sinclair, NSW
Guild Branch President and former QAS Committee Chair. Paul
provided great oversight of the Quality Care Pharmacy Program in
Quality Care Pharmacy Program
his time as Chair. I thank Paul for the support he personally provided
to me and the QAS team.
This edition we’re focusing on ‘…are you QCPP ready?’ I loved reading
of the two WA pharmacies that came up for first time re-accreditation
in 2013. They both acknowledged the great support from their WA
QCPP state team to help them maintain their quality management
system. Speaking of support from QCPP experts, remember if you
are going to APP 2014, don’t forget to visit the QCPP Knowledge
Centre and talk to a QCPP Expert. Get ready…get set…get reading:
Excellence. 
3
NEW PROCESS
FOR T1A DECLARATIONS
QCPP continuously monitors all administration processes
for improvements and has transitioned to a new database
system which will help facilitate more streamlined
administration processes resulting in more effective and
efficient service to our members. As part of our review and
system upgrade we have been able to identify some areas
for improvement including some changes to the T1A Legal
and Professional Obligations Declaration process.
The T1A Legal and Professional Obligations Declaration form
is no longer required to be sent to QCPP. However, the T1A
declaration is still required as evidence and will be sighted by
your QCPP assessor at your assessment. Please ensure you
keep all copies of the T1A Legal and Professional Obligations
Declaration for your assessment.
T1A
LEGAL AND PROFESSIONAL
OBLIGATIONS DECLARATION
You cannot modify this template.
Legal and professional obligations declaration by a proprietor or manager
I, (name)
being the proprietor/manager of (pharmacy name)
located at (pharmacy address)
of PBS Approval Number
and QCPP ID Number
declare that:
I have confirmed all pharmacists employed or contracted to work in my pharmacy have current registration with the
Pharmacy Board of Australia.
I have confirmed all pharmacists employed or contracted to work in my pharmacy have undertaken a self
assessment against the PSA Professional Practice Standards within the past 12 months and I am satisfied with the
results of the self assessments.
I have confirmed all pharmacists employed or contracted to work in my pharmacy have current individual
professional indemnity insurance.
I have confirmed this pharmacy complies with all legislative requirements relating to the operation of the pharmacy.
I have confirmed this pharmacy has no contracts (excluding tenancy leases) that restrict our ability to stock products
or provide services that meet the therapeutic needs of our consumers.
I declare that the information provided on this declaration is true and accurate.
I declare that I have the authority to make this declaration on behalf of this pharmacy.
Date:
Signed:
Pharmacy proprietor/manager
Print name:
Please Note: The PPI Annual Payment Eligibility Declaration is still
required to be submitted to QCPP annually as detailed in the PPI
Program Specific Guidelines.
The PPI Annual Payment Eligibility Declaration is available on
the QCPP website www.qcpp.com and can be submitted to the
QCPP helpdesk via fax on 02 6270 1885, email [email protected]
or post to PO Box 7036, Canberra Business Centre ACT 2610. 
CONTENTS
4
7
8
Explaining training — updates to
QCPP training requirements
QCPP Requirements
Manual update #4
Are you QCPP ready?
Important Note: The T1A Legal and Professional Obligations Declaration must be declared
each accreditation cycle (2 years) and retained as evidence (at the pharmacy) for each
assessment. This Declaration is NOT required to be faxed to QCPP.
It is the responsibility of the pharmacy to retain this document as evidence. Pharmacies will be
requested to produce this declaration at each assessment and may be requested to provide
the previous assessment cycle declaration as evidence during assessment visits.
QCPP Version 2.2 ©2014 Pharmacy Guild of Australia
10
12
14
Page 1 of 1
Tips from the experts:
maintaining QCPP
My first time:
Reaccreditation
Three reports — one big
future for pharmacy
Supporting Excellence in Pharmacy
Excellence January/February 2014
4
EXPLAINING TRAININg —
UPDATES TO QCPP TRAINING
REQUIReMENTS
Peter Guthrey – Pharmacist Consultant
T2C Pharmacy Medicines and
Pharmacist Only Medicines
Checklist requires staff who supply
these medicines to undergo initial
training via a recognised course
and ongoing refresher training.
This requirement supports the
appropriate supply of these
scheduled medicines to the
Australian community.
While most pharmacies are aware that these ‘S2/S3’ training requirements
exist, what the requirements are and which staff members they apply
to, appears to be a common point of confusion for many pharmacies. In
response to this, QCPP have clarified the requirements in updates to:
 T2C Supplying Pharmacy Medicines and Pharmacist Only Medicines Checklist

Training Requirements for Pharmacy Medicines and Pharmacist Only Medicines
brochure
The following pages describe who the requirements apply to and what evidence
is needed to meet the annual refresher training requirements. More information
is available at www.qcpp.com If you have queries regarding these requirements,
and how they apply to your pharmacy, contact your QCPP State Manager or
email [email protected].
T2C Supplying Pharmacy Medicines and Pharmacist Only Medicines Checklist
Action 2.1
Action to meet the program requirement
Evidence required at assessment
Ensure all staff who directly supply Pharmacy
Medicines or assist the pharmacist with the
supply of Pharmacist Only Medicines have
received initial training via a Recognised
Course and ongoing Refresher Training in
supplying Pharmacy Medicines and
Pharmacist Only Medicines.
Proof of compliance with the ‘Training
Requirements for Pharmacy Medicines
and Pharmacist Only Medicines’ brochure.
For more information go to: www.qcpp.com/resources/training-requirements.
Quality Care Pharmacy Program
This article summarises
training
requirements
for
pharmacy
medicines
and
pharmacist
only
medicines
Version 2.2

5
Who do the training
rEquirements apply to?
Action 2.1 applies to all pharmacy assistants who are directly involved in the supply or support the supply of Pharmacy Medicines and/or
Pharmacist Only Medicines.
Exception:
Where all these products are out of reach of customers, only
staff who work in the area where Pharmacy Medicines and/or
Pharmacist Only Medicines are supplied require the training.
The exception applies to pharmacies who comply with T2C Action
6.3 (non-mandatory) where all Pharmacy Medicines are stored out
of reach of customers.
All Queensland and Western Australian pharmacies should be
compliant with this requirement as keeping Pharmacy Medicines
out of reach is a legal requirement in these states.
The addition of the word ‘directly’ to Action 2.1, and the removal of
the ‘50% rule’ is intended to add clarity to which staff members are
subject to the requirement. The examples illustrated below provide
guidance on how the requirement and ruling apply.
Example Pharmacy A
Scheduled Medicines out of customer reach
Sarah
DISPENSARY/
PROFESSIONAL
AREA
Sarah is a pharmacy assistant who works in the professional services area.
She supplies Pharmacy Medicines as a core part of her role.
training?
COUNTER
Brad packs shelves in the general merchandise area of the pharmacy.
During busy periods he helps serve in the professional services area.
training?
James works at the checkout in the pharmacy processing sales.
He never works in the professional services area.
training?
POS
James
Brad
YES
YES
NO
pharmacy Medicines within customer reach
Example Pharmacy B
Mark
DISPENSARY/
PROFESSIONAL
AREA
COUNTER
training?
Sam is a pharmacy assistant who works on weekends in a small pharmacy.
She helps with all customer enquiries and processes sales.
training?
Sam
Sally works in the cosmetics department of a large pharmacy. Her main
role is to sell cosmetics. Sometimes she helps process general sales at the
checkout when it gets busy.
Karen
Karen is a weight loss consultant who conducts weight loss consultations
and promotes meal replacement products. She never processes sales at a
checkout and she never assists in requests for non-prescription medicines.
POS
Sally
Mark is a first year pharmacy student who works in the dispensary on
weekends.
YES
YES
training?
YES
training?
NO
all pharmacies
Amanda is employed as a delivery driver part-time. She only delivers
medicines (including Pharmacy Medicines) and other pharmacy goods
to customers at home each morning.
training?
NO*
* Pharmacy must comply with P11F

Excellence January/February 2014
6
refresher training
Pharmacy staff need to complete at least three hours of refresher training each year. Following a review, the evidence
requirements for In-Pharmacy Training have been better aligned with the evidence required for both accredited training
and QCPP Approved Refresher Training. The evidence requirements for different avenues for completion of Refresher
Training are summarised in the table below:
refresher TRAINING
Evidence Required at Assessment
Accredited Training
A statement of attainment or transcript of results issued by the Registered Training Organisation (RTO) and
recorded on the staff training record.
In-Pharmacy Training
[new requirements]
Evidence of the training activity and recorded on the staff training record.
Examples of evidence could include, but are not limited to:
•
•
•
•
QCPP Approved
Refresher Training
Presentation materials
Staff meeting record/minutes
Session outline
Signed attendance list
The certificate of completion/attendance and recorded on the staff training record.
The revised In-Pharmacy Training evidence requirement is not intended to be a burden to pharmacies who deliver in-pharmacy training
as this evidence is likely already being generated by conducting the training activity. Evidence could include handouts, signed attendance
lists, session outlines or staff meeting minutes. Any other reasonable evidence that the training has occurred will be accepted as evidence
for this requirement. Once the training has been run, it is recommended the activity be placed in the pharmacy’s Evidence Folder.
How do I maintain Refresher Training evidence?
ACCREDITED
TRAINING
IN-PHARMACY
TRAINING
QCPP APPROVED
REFRESHER
TRAINING
Complete
accredited module
Place transcript or Statement
of Attainment in training record
Deliver / attend
training
Place evidence in Evidence
Folder
Complete QCPP
Approved Refresher
Training
Receive certificate and place
in training record
Record
on T15B
training
record
Refresher Training remedial actions
How are remedials treated when a staff member has not completed the minimum 3 hours per year refresher training
requirement?
If a staff member has not completed the minimum 3 hours refresher training for each year, the assessor will raise a remedial action.
The remedial action will be closed out when the pharmacy provides the assessor with evidence the staff member has completed
3 hours refresher training for the last year.
The evidence required is outlined in the ‘Training Requirements for Pharmacy Medicines and Pharmacist Only Medicines’ brochure,
available at www.qcpp.com. 
Excerpt from Implementation and Rulings Guide, Version 18
Quality Care Pharmacy Program
7
QCPP
REQUIREMENTS
MANUAL UPDATE #4
Natalie Smith – National Manager, Practice and Performance
Manual updates are released as
needed to ensure QCPP remains in line
with contemporary pharmacy practice.
The table below summarises the
fourth round of updates to the QCPP
Requirements Manual including the
actions required from each update.
The updated documents will be distributed
to pharmacies at the end of January 2014.
Pharmacies will be assessed against these
updates at their next assessment. On
receipt, please ensure old versions of the
documents are removed from the
pharmacy’s QCPP Requirements Manual
and replaced with the new versions as
provided in the update pack.
If the pack has not arrived by midFebruary, your pharmacy can access
the same documents electronically by
visiting www.qcpp.com/qcpp-standard/
qcpp-requirements.
The impact or action required column
in the table outlines the key revisions to
the manual that a pharmacy will need to
consider when reviewing their operations
manual to align with QCPP requirements.
Please remember to revise your customised
pharmacy policy and procedures to
incorporate the required changes. 
Table 1. Outline of Manual Updates #4
Action, Procedure
or Template
Change
Impact or action required
Table of Contents –
PROCEDURES
Updated to reflect new
versions of procedures listed in
this table.
Replace previous table of contents behind green Procedures tab in
Requirements Manual with version 2.4.
Table of Contents –
TEMPLATES
Updated to reflect new
versions of templates listed in
this table.
Replace previous table of contents behind red Templates tab in Requirements
Manual with version 2.4.
Element 1 – Compliance with legal and professional obligations
T1A Legal and Professional
Obligations Declaration
Revised Declaration
This is now a one page document. Sign and retain as evidence for your
assessment. Replace the previous T1A template with the new T1A template
version 2.2.
Element 2 – Supply of medicines, medical devices and poisons
P2G Supplying Poisons
Revised Procedure
Complies with the new National Code of Practice for Chemicals of Security
Concern. Replace procedure in the Requirements Manual, review your customised
pharmacy procedure and amend as relevant.
T2C Supplying Pharmacy
Medicines and Pharmacist
Only Medicines Checklist
Revised Checklist
Clarification of pharmacy assistants requiring initial training, refresher training
and supporting guidelines. Replace the previous T2C template with the new T2C
template version 2.2.
Element 3 – Delivery of health programs and services
T3B Dose Administration Aids
Revised Checklist
Checklist consistent with Guidelines on specialised supply arrangements,
Pharmacy Board of Australia. Replace the previous T3B template with the new
T3B template version 2.2.
Element 12 – Recruiting staff
Element 12 Action 5
(page 31)
Updated
All staff require completed offer of employment stored in their personnel file. Replace
page 31 of the Elements (blue section) in Requirements Manual with version 2.1.
Excellence January/February 2014
8
ARE YOU
QCPP READY?
Tess Jones – QCPP Marketing Manager
Welcome to 2014 —
a new year full of
patient support,
professional
services and health
care
Resources/Tools
A year of collaboration with
peers, customer service,
dispensing, health promotion
and clinical interventions. The future
is bright for your pharmacy and the
professional services you provide;
but are your procedures and
policies up to date? Are your
staff members trained and
informed? Have you reviewed
your operations manual since
your last assessment? When
was that last big ‘spring clean’ of the
pharmacy’s important documents?
QCPP is here to help. With a suite of
tools and resources available, including
one-on-one support from state QCPP
teams, there is no need to get in a
panic leading up to the end of your
accreditation period.
Quality Care Pharmacy Program
QCPP has developed a range
of checklists to assist your
pharmacy stay on track and
ready for assessment. Whether
you are after an example of what
your assessment will be like with
the comprehensive Assessment
Guide or a quick reminder of your
requirements with the Maintenance
Checklist; QCPP has the tool to
help you.
We have even developed a
Professional Services Guide which
features all the actions needed to
meet Elements 2 and 3 and the PPI
Expansion Checklist for pharmacies
registered for the Pharmacy
Practice Incentives.
Download your copy of the
checklists from www.qcpp.com/
resources/tools/qcpp-checklists
or contact your QCPP state team
for a hard copy. 
9
Folders
The suite of qcpp folders helps your pharmacy meet the
requirements of accreditation.
This year QCPP added to our suite of folders with the newly developed Evidence for Professional Services folder.
This folder can be used to store any
resources relating to professional
services your pharmacy offers, including
procedures, fact sheets or evidence for
assessment (i.e. calibration records). It is
also a handy tool for keeping track of your
Pharmacy Practice Incentives evidence.
An operations manual can ensure
there is a single source for policies and
procedures in a pharmacy and help
the collation of these documents for
implementation of QCPP requirements.
The Evidence folder is an ideal location
to store your pharmacy appearance
checklists, hire equipment forms,
incident reports etc. and if used
regularly it will contain much of
the evidence needed at your
assessment.
The Pharmacy Operations manual has
been created to provide pharmacies with
a folder that can be easily customised
to store your pharmacy’s tailored QCPP
policies and procedures.
To receive your free copy of the QCPP folders,
contact your QCPP state team today.
Fast Track
QCPP State Teams
Implementing the QCPP Standard
in your pharmacy is not as daunting
as first thought. QCPP has provided
electronic copies of all the templates
and procedures you see in the
Requirements Manual, ready for
customisation. We have also included
many example documents such as
position descriptions to make running
your business a little easier.
Your QCPP State Team, led by a
Quality Care State Manager, has
intimate knowledge of the QCPP
Standard. They can provide hands
on knowledge and experience to
assist your pharmacy and staff to
implement QCPP.
From time to time, new Fast Track
documents will be developed to support
QCPP requirement changes and are
released in line with the Requirements
Manual updates.
For more information visit www.qcpp.
com/resources/tools/fast-track to
download new Fast Track documents.
The teams can arrange initial and follow-up
visits and phone calls on all QCPP matters.
The majority of our teams have been in
your position, implemented QCPP within
a pharmacy, and are now ready to provide
their advice and learnings to their peers.
For more information visit www.qcpp.
com/about-qcpp/qcpp-branch-staff
for the contact information of your nearest
QCPP Expert.
APP KNOWLEDGE
CENTRE
Visit the QCPP Knowledge Centre
at APP2014 from 14-16 March, to
get valuable assistance and expert
advice to help you meet the QCPP
Requirements.
QCPP State Managers and experts will
be available to provide hands on advice
for all things QCPP and PPI. Visit the
QCPP Knowledge Centre at stand 42
from Friday 14 March to secure your
one-on-one session.
These resources are provided free to
members and are some of the many
ways the program is working to help
make implementation of the Standard
easier for all pharmacies.
For more information on any of the above,
please contact your QCPP State Team. 
www.qcpp.com
Excellence January/February 2014
10
tips from the experts:
maintaining qcpp
Your QCPP State Teams are a valuable resource to pharmacies
implementing and maintaining their QCPP accreditation
Our QCPP Experts are there
to answer your questions
and provide in-pharmacy
assistance when required.

Don’t delay in getting new staff
We asked them to provide
their top tips in assessment
preparation as a handy
resource for your next
accreditation period.

Schedule a short professional services
meeting for staff — make sure all staff
have a basic understanding of the services
the pharmacy is PPI registered for, make
sure all staff read related policies and
procedures, and this is recorded on their
T15B Training Record.
Visit www.qcpp.com to meet your
QCPP State Managers and for your
State Team contact information.

Keep training record cards up to date,
log all training staff undertake as soon as it
is complete on the T15B Training Record.
trained — it will benefit the pharmacy
with increased sales and service. And
make refresher training interesting – try
implementing a reward system.

When inducting a new staff member, think
about the training that individual staff
member will need specific to their role.
Even an experienced dispensary assistant
or dose administration packer that is new
to your pharmacy, may not be familiar with
your pharmacy systems. For example by
recording a brief detail of the ‘Webster Care
Guidelines’ if using Webster Care system or
your ‘Nursing Home Procedure’ if packing
for a facility on the T15B Training Record,
your evidence will be ready when your
assessment comes around.

Inform your pharmacy staff of the
QCPP requirement of undertaking and
recording at least three hours per
year of approved refresher Pharmacy
Medicine and Pharmacist Only Medicine
training. This could be a simple file for
each staff member that is easily accessed
that consists of a T15B Training Record
placed at the front which they fill out
whenever they complete or attend a training
followed by any certificates or statements
of participation that they received from the
training.
Quality Care Pharmacy Program

Have staff take responsibility for their
own training record. Create a system
where staff can easily access their T15B
Training Record, fill in their own records and
file their certificates.
Regularly reviewing these records will also
ensure all Refresher Training requirements
are met.

Ensure all of the Human Resource
documents are in place and up to date.
Get in touch with the IR person available
to you from your state Branch office. If you
are a Guild Member, you will have access to
complementary support and advice.
QCPP should be a team effort. The

saying many hands make light work can be
true if you let it. Many pharmacy assistants
thrive on being given extra responsibility
and it makes them feel like a valued
member of the pharmacy team. There are
many little tasks that other members of the
pharmacy team could take on as part of
their regular routine such as the daily fridge
checking, or the pharmacy appearance
checklist. These are simple but important
tasks that will take little training.

Stay informed with the updates sent
to you from QCPP. Don’t just delete the
Branch communications that are sent to
your inbox. These are great sources of
information, tips and upcoming events
which may be beneficial.

Split the program into different areas
and match those to the interests/skills
of your staff. Areas may include the PPI,
Staff Inductions, Staff Training, Hiring of
Equipment, Customer Service, etc. These
responsibilities can involve reviewing
related policies and procedures, managing
records or equipment maintenance - with
the QCPP Coordinator overseeing it all.

11

Check what PPI services your
pharmacy is registered for on the
5CPA website at www.5cpa.com.au.
Some of the services you are offering
may have changed over the past two
years. It’s also a good idea to make sure
you are registered for the appropriate
amount of services in Primary Health
Care and Community Services Support
to maintain those PPI payments.

Plan regular reviews — It’s easy to
keep things on track if you give QCPP a
little attention often. Use the resources
you have available to you such as Fast
Track, the QCPP website and your State
QCPP Team. Your Implementation
Officer is always willing to visit, answer
emails and offer advice over the phone.
Use an intranet if you are part of a group.
Keep an eye on your
document control
— update both the
Requirements Manual
and operations
manual as soon
as your updates
are received.

Hang a copy of the contents page
from your Evidence Folder on the wall
to remind when and what to do — such
as daily fridge temperature recording
and completing the T17D Loss Prevention
Checklist every three months. Record,
record, record — ensure all of the
evidence is available for your assessor.

Be consistent and utilise the
complementary folders provided
by your State QCPP Team.

Complete a mini self-assessment
every year and check that everything
is on track.

Discuss with your staff your
pharmacy’s procedures when a
customer requests a blood pressure
check and to make sure it is recorded
according to your procedure. By
educating your staff on how they can
distinguish the difference between a
T3C Screening and Risk Assessment or
a T3I Disease State Management
service it will assist them in knowing
what procedure to follow and how to
record. 
Excellence January/February 2014
12
MY FIRST TIME:
REACCREDITATION
Tess Jones – QCPP Marketing Manager
Over 670 pharmacies joined the
Quality Care Pharmacy Program
in 2011 with the purpose of
registering for the Pharmacy
Practice Incentive Program.
Today, these pharmacies are
QCPP converts, dedicated to
providing quality services and
health care to their customers.
While the accreditation and assessment
process may seem daunting to some
pharmacies, there are those that take
it all in their stride. QCPP spoke to two
pharmacies who recently underwent
their first reaccreditation with the
program and can see the positive
outcomes of implementing a quality
program in their pharmacy.
Springs Chemmart Pharmacy in
outer Perth was prepared going into
their first reaccreditation. They had
followed the advice of their QCPP
Implementation Officer Joanne
Arbuckle and were confident in
their well-structured review process.
Pharmacy Assistant and QCPP
Coordinator Michelle Croymann admits
the positive attitude was not always
present, especially while undergoing
initial accreditation in 2011.
‘QCPP was really daunting to me in the
beginning. I took over coordination from
another colleague and I had to start the
process again. But starting from scratch
turned out to be a
blessing in disguise,’ Michelle said.

Quality Care Pharmacy Program
13
Michelle credits the positive advice
from the QCPP team to giving her the
confidence to restart the process again.
With in-pharmacy visits, emails and a
stream of phone calls, Michelle was
able to implement QCPP in the
pharmacy, and establish a thorough
maintenance program.
‘Undergoing reaccreditation was a breeze
in comparison because of the wellstructured plan we had set up.
‘We were encouraged
to set up a review
plan and follow
it month by month,
something simple
that in hindsight
makes great sense.’
Michelle developed the plan based on
the advice from Joanne, who advocated
for regular maintenance of QCPP
procedures and policies – not only to
make the accreditation process smoother,
but also to keep the pharmacy business
running well.
‘Looking back implementing QCPP
was kind of simple. There was no need
to stress with all the templates and
procedures provided for us,’ Michelle said.
‘But one thing we did learn and apply was
– record, record, record.’
‘Quality Care is not
a chore. It is part
of every day and
doing it consistently
takes the stress out
of your upcoming
assessment.’
It was a similar story for Leschenault
Pharmacy in regional WA. Pharmacist
Manager Mary Rose credits their
successful reaccreditation to regular
maintenance and staying on top of policies
and processes.
‘When you have all the processes and
policies in place and follow them, it makes
your assessment preparation easier.’
‘Develop the policy,
stick to it and make
sure you complete
all requirements
and record where
necessary,’ Mary said.
The regional pharmacy employs only one
pharmacist which does restrict the level of
professional services that can be deployed
to patients.
But this hasn’t held the pharmacy back on
their implementation of Pharmacy Practice
Incentive Program services.
Are you
QCPP
ready?
‘I am most proud of our responsiveness to
implementing new PPI processes.
Each time we get a new info pack or
manual updates we are onto them and
ensure they are integrated straight away.
It doesn’t make sense for us to just leave
the pack unopened and to sit on them until
assessment time.’
While Mary wasn’t involved in the initial
implementation of QCPP at Leschenault
Pharmacy, she has been involved with
implementation at other pharmacies.
A task which Mary says is very daunting
when you first open the Requirements
Manual, but if compiled into its individual
components, or Elements, is not as bad as
first thought.
And there are some barriers to being a
regional pharmacy, but the dedication of
Mary and the WA QCPP Team overcame
those obstacles.
‘The implementation officer came and went
through our evidence and pointed out what
needed to be updated. Just something as
simple as sticking notes on documents
we needed to look at really helped.
Remembering to use version control really
helped too,’ Mary said.
‘But being able to get things electronically
and by email really helped us. There is so
much on the web now days to help with our
services.’ 
Visit the QCPP Knowledge Centre at APP2014 from
14-16 March, to get valuable assistance to help you
meet QCPP requirements to become eligible to
access PPIs.
QCPP State Managers and experts will be available to
provide hands on advice for all things QCPP and PPI.
Visit the QCPP Knowledge Centre at
stand 42 from Friday 14 March to secure
your one-on-one session.
Excellence January/February 2014
14
THREE REPORTS —
ONE BIG FUTURE
FOR PHARMACY
Andrew Matthews – National Director, Quality Assurance and Standards
Every now and then, it’s a
good idea to polish up the
crystal ball and look into the
future. The recent release
of three important reports
has made the future for
QCPP and the pharmacy
profession a little clearer.
It’s exciting — but only if
we are prepared to make
necessary changes.
Our network of over 5300 community pharmacies in metropolitan, regional and rural/
remote areas of Australia ensures the delivery of medicines and other vital health
services to all Australians. Yet compared to some other countries, our role in delivering
primary care has been limited. Community pharmacy has the capacity to do more, and
can do more.
The Royal Pharmaceutical Society ‘Now or Never — shaping pharmacy for the future’ 1
report highlights that pharmacists and community pharmacy can offer far more than
just medicines. i A high street presence and long opening hours mean that community
pharmacy has the potential to play a crucial role in new models of out-of-hours primary
and urgent care. The report discusses models of care which put pharmacy at the
forefront of keeping people healthy and meeting common health needs. In England, like
Australia, such models of care have already been pioneered and proven.
Some pharmacies such as our Pharmacy of the Year winners are important examples
of good practice, and demonstrate that pharmacy can help the health and social care
system achieve more for less.

The independent Chair of the Commission on future models of care delivered through pharmacy
which led to the report was Dr Judith Smith, Director of Policy at the Nuffield Trust. Dr Smith
is a guest speaker at the 2014 APP Conference.
i
Quality Care Pharmacy Program
15
But recent Guild surveys show that whilst we are offering a
broad range of ‘ad-hoc’ services in response to population
needs, these services are delivered in an uncoordinated
approach across the community pharmacy network. QCPP
as a quality management tool drives pharmacy to deliver
services to a quality standard.
But we need to do better to build consistency, quality and
coordination to ensure a case for consistent fee for service
funding. Pharmacy also needs to ensure services are integrated
with other health professionals - so care is seamless.
A key recommendation for
pharmacists from the report
is that pharmacists and their
employers must recognise
the imperative to shift their
focus away from dispensing
and supply of medicines
towards providing a broader
range of services.
better utilise pharmacists’ skills. With the agreement of GPs
and patients, pharmacists should be able to provide repeat
prescriptions to people with simple, stable conditions.
They should also be able to provide vaccinations and to work
with GPs to help patients manage chronic conditions.
The proposals in the report apply specifically to seven rural
areas with the worst shortages of GP services. Whilst the
report doesn’t focus on just expanded roles of pharmacy only,
it demonstrates changes could be in place within five years. If
adopted in 2011–12, the proposals would have resolved the
worst shortages for just $30 million. The costs would mostly
have been offset by fewer, or less costly, hospitalisations as a
result of better population health.
A lesson for all health services and accreditation bodies is
the public enquiry into the Mid-Staffordshire NHS Foundation
Trust by Robert Francis QC3 . It was an enquiry into the
The report comments that in England, there is insufficient public
awareness of the range of services pharmacists can offer. There
is a pressing need to de-mystify pharmacy so that patients, the
public and the rest of the health service understand the extent
of the role that pharmacists do and can have in providing direct
care. This is probably true for Australia too. That’s why one of
the Pharmacy Guild priorities is focusing on enhancing and
marketing the value of community pharmacy.
Stafford Hospital in Staffordshire, a county in the West
Midlands region of England. It tells the appalling story of
unnecessary suffering of hundreds of people, failed by a
system which ignored the warning signs and put corporate
self-interest and cost control ahead of patients and their
safety. Whilst an accredited health service, the misguided
focus was on reaching targets, achieving financial balance
and seeking foundation trust status at the cost of delivering
acceptable standards of care. The Trust Board did not
listen sufficiently to its patients and staff or ensure the
correction of deficiencies brought to the Trust’s attention.
It did not tackle the tolerance of poor standards and the
disengagement of senior clinical staff from managerial and
leadership responsibilities.
Another important publication has been the Grattan Institute
It brings out the importance that healthcare accreditation
‘Access all areas — new solutions for GP shortages in
rural Australia’ 2 report . It recognises that pharmacists are
highly trained, have expertise in medicines, and that the
community pharmacy network means we are located broadly
in communities throughout Australia. The report acknowledges
that the Australian health system, especially in rural areas, can
standards are ultimately in place to adequately test the
quality of care being provided to patients. Standards and
methods of ensuring compliance need to be focused on the
effect of service deficiencies on patients and poor standards
should not be tolerated because of the consequent risk
to patients. 
References
1
Royal Pharmaceutical Society. Now or Never: Shaping pharmacy for the future. Available at: www.rpharms.com/models-of-care/report.asp
Grattan Institute. Access all areas: new solutions for GP shortages in rural Australia. Sept 2013.
Available at: http://grattan.edu.au/publications/reports/post/access-all-areas-new-solutions-for-gp-shortages-in-rural-australia/
2
3
Robert Francis QC. Mid Staffordshire NHS Foundation Trust Public Inquiry final report. Available at: www.midstaffspublicinquiry.com/report
Excellence January/February 2014
16
REFRESHER TRAINING
The following courses have been approved for Refresher Training since the
November/December edition of Excellence. This approved list is correct at
Thursday 5 December 2013.
To see the complete list of currently approved activities go to
www.qcpp.com/resources/training-requirements.
Approved
Duration
Training
Approval Period
Format
30 mins
20/9/1319/9/15
Online
Albalon Red Eye
Allergy Learning Module
30 mins
22/10/1321/10/15
Online
Zantac Learning Module
30 mins
12/11/1311/11/15
Online
Gastro-Stop Learning Module
Training Provider Contact
Details and Notes
Pharmacy Club
(iLearning Group)
www.pharmacyclub.com
Contacting QCPP
Phone 1300 363 340 Website www.qcpp.com
QCPP STATE MANAGERS
ACT
Lisa Gibbons
02 6270 8900
NT
Kylie Clark
08 8944 6900
SA
Gillian Starr
08 8304 8300
VIC
Natalie Law
03 9810 9999
NSW
Belinda Nankivell
02 9467 7100
QLD
Nicole Floyd
07 3831 3788
TAS
Sally Davis
03 6220 2955
WA
Cathie Marshall
08 9429 4154
Supporting Excellence in Pharmacy
Thank you to Craven’s Pharmacy, Perth, WA; Gerald Burns Pharmacy, Bicton, WA; Lim’s Pharmacy, Springvale, VIC; for their participation in
the photography. QCPP is committed to adopting environmentally friendly practices and chooses to print Excellence on 100% recycled paper.
Thank you to Chemmart® Pharmacy Superstore Eaton, WA; Cape York Guardian Pharmacy, QLD; Martin’s Chemist, NSW; and Orana Mall Pharmacy, NSW for their
participation in the photography. QCPP is committed to adopting environmentally friendly practices and chooses to print Excellence on 100% recycled paper.