Pharmacy Services Agreement 2010 Guide for Guild members

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confidential – for guild members onlyQuality specifications (Part G)This part of the PSA draws together all the quality management requirements of the Agreement. The focus of the part isgood business practices, rather than good dispensing practices.G2: Governance andmanagementG3: Quality managementsystemsG4: Quality requirements forMaoriThis clause requires pharmacies to have governance and management systems to ensureefficient service delivery, continuity of service, and compliance with legal, regulatory andService Agreement template obligations. This requirement is further covered in clauses G9and G10.Your existing quality plans should already meet this requirement, but are now required to bereviewed at least annually.DHBs expect pharmacies will use documented procedures to help manage service quality,update these documents as required, make sure the documents are used by staff and allowfor suitable staff input into their development. These expectations follow widely used qualityimprovement methods.This requirement is part of the Government’s focus on Maori health improvement.G5: Risk management You must comply with the Health and Safety in Employment Act 1992.Furthermore, you will document policies and procedures to guide you and your staff inmeeting health and safety requirements and reporting incidents. You will co-operate with anycivil defence emergency activity in your area.New to the PSA is the requirement to develop and implement a written health emergencyplan which is consistent with the DHBs’ own pandemic and emergency plans. We recommend,if you have not already done so, that you:1. Ask your DHB for their pandemic and emergency plansa. If they are not available, then check with them how you are to proceed withmeeting your obligations under this clause.3. Download the pandemic plan template from the Guild website.4. Modify the Guild template to your own needs, taking into account the specifics of yourpharmacy and your DHB’s plans.5. Communicate your plan to staff.G6: Service users’ rights You must understand the Code of Health and Disability Services Consumer Rights, andintegrate the Code with your policies and procedures.You must make available to Service Users a written copy of the Code. Brochures are availablefor free to download from www.hdc.govt.nz, or you can purchase brochures and/or postersdirectly from the Heath and Disability Commissioner; click on “Order Resources” on theirhome page. Their FAQ is well worth reading and provides a good introduction to the Code andhow it impacts on you as a provider. See http://www.hdc.org.nz/aboutus/aboutus-faq.You must ensure that your service delivery approach adequately protects the privacy of theService User, including the Service Users’ personal information and health information.PAGE 20
confidential – for – for guild guild members only onlyG7.2: Service InformationYou will have available for interested parties written information that describes:a. the Services you offer;b. the location of these Services;c. the hours of access;d. how to access the Services (eg, whether a referral is required);e. Service Users’ rights and responsibilities; andf. any other information to enable Eligible People to access the Services.G7.3: Declining servicesG7.4: ConscientiousobjectionThe purpose of this clause is twofold. First, it ensures that you develop and implementprocesses to ensure the immediate safety of persons to whom you are declining service,and documenting the declination. This provides a pharmacy with a firm footing should theService User lodge a complaint. This clause should be read in conjunction with section 1.7of the Code of Ethics and the Code of Health and Disability Services Consumer Rights.Second, the clause prohibits “cherry picking”. Here, “cherry picking” refers to theunscrupulous practice of declining less profitable services in order to concentrate on themore profitable services. The remuneration offered in the PSA is an averaged rate based onthe assumption that all services will be undertaken. While “cherry picking” may seem likesound business practice, it has the effect of shifting costs onto neighbouring pharmaciesand thus destabilising the sector.You have the right to not provide a service for reasons of conscience. Pharmacies exercisingthis right must follow the rules for declining services spelt out in clause G7.3.G8: The services Service delivery is required to meet current good practice. The clause provides guidance onthe current view of good practice in staffing, staff training and requirement for a plannedapproach to service delivery.Standard operating procedures prepared by pharmacies to meet their professional and auditresponsibilities are regarded as a planned approach to service delivery.G9: Staff management You will establish and implement staff management processes that are consistent with goodhuman resource practice.G12: Service User satisfactionsurveysG13: Records andadministrationYou must carry out Service User satisfaction surveys at least annually. Many pharmacies findthem a useful source of customer feedback and a worthwhile management tool. To ourknowledge, no DHB has yet insisted that this activity takes place. Note that other healthproviders are also contractually obligated to conduct Service User satisfaction surveys.You must keep good records that enable you to adequately distinguish between Services youprovide under the Agreement and other activities you are engaged in. This clause does notrequire you to treat your subsidised dispensary as a separate business unit from the rest ofthe pharmacy with its own set of accounts, etc.
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Pharmacy Services Agreement 2010 Guide for Guild members

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