Supporting service delivery in a community pharmacy

• Preventing ill health and supporting wellbeing 

  Community pharmacies play a key role in supporting people and communities to stay healthy and well, with a particular focus on reducing health inequalities. More than just access to medicines, but also, acting as local health and wellbeing hubs that support their communities to stay well and prevent ill health. This builds on existing initiatives, such as the development of Healthy Living Pharmacies. This involves pharmacies themselves acting as local wellbeing hubs plus supporting communities by reaching into other settings and signposting customers to resources, support, and services available.

• Providing clinical care for patients 

  Nowadays community pharmacies have a much more clinically focused role, with members of the public consistently able to access care from community pharmacy teams for common conditions in a way that suits them and supports their health and wellbeing much more extensively than at present. This will expand on the emerging ‘Pharmacy First’ concept, with community pharmacists and their teams being seen by the public, and by other health care professionals, as a first port of call for many common ailments and some long-term conditions management. 

  The clinical service offer can be expanded over time as pharmacy teams (including counter staff) build their skills and qualifications. As the wider health and care system becomes more accustomed to community pharmacies playing a larger role in clinical care clinical governance systems and regulatory frameworks are regularly updated to reflect this.

• Living well with medicines 

  Community pharmacy support people to access and to live well with the medicines and treatments they are taking (including new and advanced therapies as they emerge) to improve outcomes, enhance safety and deliver better value. 

  This is core role of the community pharmacy as it evolves to make best use of the current and future skills and expertise of the community pharmacy team, working in collaboration with general practice, patients, and carers. It is built on existing evidence and best practice guidance on medicines optimisation and cost-effective use of medicines. 

• An integrated primary care offer for neighbourhoods 

  Community pharmacy teams are an integral part of a local integrated primary care offer, working closely with local general practice, allowing people access to care in their own neighbourhoods, supporting patients with ongoing care needs in addition to preventive and acute care.

All of this should give the opportunity for counter staff to upskill and engage well with customers yet still ensures the support they rely on from other team members e.g. the pharmacist, is present so support can be given when required. It is not there to replace anyone or anything and any queries you are not able to answer fully should still be referred to the pharmacist.