Providing person-centred care to patients who access healthcare services ‘at a distance’ 

A message from Claire Nevinson, Superintendent Pharmacist

You will be aware that the General Pharmaceutical Council (GPhC) published updated guidance for pharmacies providing services at a distance in February. This updated guidance covers all aspects of care provided to patients who access part (or all) of a service remotely without face-to-face interaction – this is everything from using an online prescribing service, to having medication delivered from a community pharmacy setting. 

However patients choose to access healthcare and community pharmacy services, their safety is our highest priority and how we ensure safety, as well as quality, needs to be taken into consideration if a patient is receiving all or part of a service ‘at a distance’. 

Through our partnership with Boots Online Doctor, our in-store pharmacy and healthcare team members have a unique opportunity to provide support, including any counselling required, to patients who have accessed private healthcare services online. Pharmacists have a key role in helping to ensure that medication prescribed for a patient is clinically appropriate for them and ensuring that any required counselling or signposting is provided. Please make sure that all pharmacy and healthcare team members are aware of the process to follow if there is a query for, or regarding, a patient who has received a prescription from an online prescribing service. In addition, consider how pharmacy team members provide any required care and counselling to patients who receive their medication via delivery. 

The updated GPhC guidance is being reviewed by the relevant teams in the Support Office and any resultant changes to processes or associated supporting guidance will be issued in due course. 

Be reassured that we have a thorough approach to the design and development of all our pharmacy services and this includes assessing and mitigating associated risks, which are regularly reviewed. The way the public is choosing to access healthcare is rapidly evolving, and we will need to continue to adapt to this, ensuring we consistently offer the safe and high-quality service that our customers expect from us.