Delivering medicines will involve you working on your own away from the pharmacy. Your pharmacy is required to assess the associated risks and put in place the necessary controls required to ensure you are safe in your work.

This will have been done by way of a lone workers policy which your pharmacist will discuss with you and you are required to abide by. The policy will cover some of the general areas detailed below.

Your whereabouts - ensure the pharmacy knows your whereabouts and what you are doing alongside your planned delivery route, updating them as required with any major changes in your plans. Have a charged mobile phone with you at all times with the pharmacy number programmed for speed dial so that in the event of an emergency you can contact them quickly.

First aid - keep a portable first aid kit in your vehicle to deal with any accidents or injuries that may incur whilst alone, however should your injury be more serious seek immediate medical help. All accidents must be recorded in the accident book. Even if they are a ‘near miss’ and no serious injury is inflicted, making a record means the situation can be reviewed to see if action should be taken to prevent re-occurrence.

Spillages - whilst transporting medicines there is the possibility of breakages or spillages and some medicines contain potentially dangerous substances, such as cytotoxics found in anticancer therapies. Under the COSHH (Control of Substances Hazardous to Health) regulations your employer will have considered the hazards posed by handling dangerous substances. They will make you aware of what items you are delivering and train you on any precautions you need to take, such as wearing protective gloves.

Dealing with aggressive or potentially violent individuals - you may have to deal with angry individuals, be it a customer or member of the general public. Our first reaction when dealing with an angry person is to feel that we have done something wrong and become defensive or emotional. It is important to control your emotions as situations can quickly escalate out of control which may put you and others at risk. Remain calm, listen carefully and try to calm down the individual which will enable you to establish the reasons behind any issues they have. Remember you are representing the pharmacy and you should act appropriately at all times whether you are out in the community or in the pharmacy. You can get more information about dealing with angry customers in our module Managing Difficult Customers.