Boots Pharmacy, Seacroft

In a nutshell: Boots Pharmacy has taken part in the 20 week TAPS programme to minimise their daily error rate. They have made statistically significant improvements and feel confident to continue testing small changes.

Boots pharmacy had a small number of permanent staff members and relied heavily on locum staff members. As a result the team had no fixed routine to manage tasks and communication within the dispensary. The pharmacist process mapped the journey of the prescription from receipt of it in the dispensary, to the medication handed to the customer. The team decided to test small changes to bring about routine and minimise near miss rates.

What they did

  1. Used the SBAR prompt chart to aid thorough telephone conversations.
  2. Re-arranged shelves in the dispensary allocating each shelf to the stage the prescription has reached e.g. ready for collection, awaiting medication delivery etc.
  3. Ensured prescription medication was signed for on collection to avoid an issue of customers returning claiming that some medication was missing from their bag.
  4. Created a list of daily/weekly tasks which included tidying the dispensary and re-stocking shelves.
  5. Organised weekly 1:1 meeting with the pharmacist to analyse any near misses and identify possible small changes staff could test to minimise future errors.


What happened/impact

This run chart illustrates the progress made by Boots Pharmacy. There is a statistically significant level of improvement from week 11 which sustained throughout the 20 week programme. The pharmacist felt that after re-arranging the work shelves according to the stage each prescription was at provided dispensers with more control over the dispensary. Also keeping the dispensary clean and ensuring customers and staff were aware of any dispensed medication boosted confidence levels and created a pleasant atmosphere to work in.

The pharmacist at this dispensary completed the 20 week programme with minimal representation from her team members due to the challenges of having locum staff and limited availability from permanent staff. Despite this, a significant level improvement has been achieved and the pharmacist is well equipped with the necessary skills to be able to test small changes in the dispensary in the future. The Improvement Academy is delighted with the commitment and time shown.