This first principle is about ensuring that potential risks to patients are identified and minimised, patient information is protected, vulnerable adults and children are safeguarded, and that the pharmacy is responsive to patient/public feedback.

One of the key areas for all pharmacy staff is Standard Operating Procedures (SOPs), therefore it is important that you familiarise yourself with all SOPs even those that you think you know. During previous inspections the inspector would have asked to see the SOPs. Under the current standards an inspector wants to ensure that all staff understand the SOPs and are using them in their day to day activities, i.e. the SOPs reflect how the pharmacy operates.

The inspector may give you a scenario and ask you how you would deal with it. This is an opportunity to demonstrate your knowledge. Do not be worried to say you don't know as they are not there to catch you out; just say you are not sure and that you would refer back to the SOPs or refer the patient to a pharmacist. If you don't understand the question, ask the inspector to explain what they are asking. The inspector wants you to demonstrate that you have the right level of knowledge for your role, recognise your limitations and know where to refer to if you need help.

Staff will be expected to have an understanding of what to do when the responsible pharmacist is absent. In your role you should be aware of what you can and cannot do in the absence of the responsible pharmacist. Ensure you go away and look at your SOPs on Absence of Responsible Pharmacist and Designating a Locum as the Responsible Pharmacist.

The GPhC wants to ensure that pharmacy services are provided by staff with clearly defined roles and that there are clear lines of accountability. You should ensure that you are fully aware of your role and the roles of your colleagues including the limitations of the roles. Pharmacy services refer to all activities of the pharmacy not simply additional services provided.

It is important that all staff know how to deal with complaints made by patients. All pharmacies should have a clearly defined complaints procedure which gives patients the opportunity to complain. The inspector may ask about any changes or actions taken in response to a patient complaint. The procedure should also be displayed in the pharmacy.

Maintaining records for the safe provision of pharmacy services is highlighted in this principle and applies in the main to staff that work in the dispensary. An inspector will want to see that the dispensing process is clearly defined and everyone is aware of their roles and responsibilities within the process. For example, during the inspection a member of dispensary staff may be asked what they would do if the wrong product was picked for a prescription and they discover the error before dispensing. Think about this scenario and discuss with your pharmacist how you would deal with it.

Audits of the safety of services within your pharmacy should be completed regularly, this could include reviewing near misses, dispensing errors or staff and patient concerns. In addition a route cause analysis should be conducted for serious incidents.

Pharmacies obtain a lot of sensitive patient information which needs to be protected to meet the requirements of the data protection act and to ensure patient privacy and confidentiality is maintained. As part of the inspection, the inspector will look at how this information is managed for example the PMR system should be password protected and computer screens, completed prescriptions or bag labels should not be visible to the public or visitors.

The GPhC, through the standards, wants to ensure that vulnerable patients such as children or the elderly are protected. Ensure that you make patients aware that a chaperone service is available, either through signs in the pharmacy or through word of mouth.

Are you aware of the safeguarding procedures for vulnerable patients, and if you are asked a question about them could you answer? Refer to Counter Excellence, Safeguarding children and vulnerable adults, for further information.