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Clinical Governance. Faye Spicer August 2011. What we will cover. Refresh on what Clinical Governance is Tools we have to support customers Clinical Governance Online Toolkit Patient Questionnaires Dispensary Stickers Actions. Clinical Governance Online Toolkit.

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Clinical governance

Clinical Governance

Faye Spicer

August 2011

What we will cover
What we will cover

  • Refresh on what Clinical Governance is

  • Tools we have to support customers

    • Clinical Governance Online Toolkit

    • Patient Questionnaires

    • Dispensary Stickers

  • Actions

Clinical governance online toolkit
Clinical Governance Online Toolkit

  • Currently 475 customers on this service

  • Customers on the service have found the site

    • extremely useful for their PCT view

    • helped prepare and organize all areas of Clinical Governance. From patient leaflets to chaperone policy.

    • The PCT were very satisfied with the outcome.

What is clinical governance
What is Clinical Governance?

  • Definition – Process of continual improvement in addition to being component of the Essential Services tier of the community pharmacy contract. (England & Wales Only)

  • CG is important as it underpins all the tasks undertaken within the pharmacy

  • CG is NOT just about developing SOP’s

Tools we have to support customers
Tools we have to support customers

  • Clinical Governance online toolkit

  • Patient Questionnaires

  • Dispensary stickers

Why was this developed
Why was this developed?

  • In response to customer feedback

  • Components are available from various sources, but not under one umbrella

  • All topics and tools are available collectively and filed methodically which saves time and resource

  • Being web based can be easily kept up to date

Key selling points
Key selling points

  • PCO visit checklist

  • SOP’s with both standard and editable versions of flow diagram

  • Templates and forms for all areas of Clinical Governance

  • Practice Leaflet – Editable templates with options for print on demand

  • Ongoing, up to date information

  • 5 new SOP’s recently added

  • New CG requirements being covered for Oct


  • Saves time and energy by providing everything needed in one place

  • Quick and easy access to full toolkit via website

  • Access to personalised practice leaflet templates that can be updated as an when needed

Patient questionnaires
Patient Questionnaires

  • 245 customers took this service last year

Patient questionnaires1
Patient Questionnaires

  • Every Pharmacy has to conduct and annual patient survey

  • Part of Clinical Governance requirements for Pharmacy contract

  • Enable patients to provide valuable feedback on service

  • Questionnaire approved by the Care Quality Commission.

What is the offering
What is the offering

The national questionnaire from Patient Dynamics as approved by the Care Quality Commission this includes;

  • A guide to conducting the questionnaire

  • Choose from either a self-supporting wirebound pad or an A4 folded form with extra questions relating to healthcare service provision

  • A FREEPHONE helpline

  • Collation and analysis of the data, presented as a 12 page report

  • A Certificate of Completion for inspection as required by the PCT and for displaying to customers


  • Saves time and energy by providing the pre-printed questionnaires and analysis of the completed forms

  • A4 option enables testing of appetite for Healthcare Services

  • Enables customer to easily be compliant with requirements

Special offers
Special Offers

  • Special Offer for customers on Clinical Governance to order Community Pharmacy Patient Questionnaire with 25% discount

Dispensary stickers
Dispensary Stickers

  • Stocked in Nexus Point and Warrington

  • Featured in the OTC magazine

  • Appearing on the front of the Branch stock code list

Moving forward
Moving Forward

  • How can we improve the CG site going forward?

  • Gather feedback from customers on all 3 tools

  • Specific Information on what they want /need

  • Reasons why customers may not want these tools


  • Sell in the Clinical Governance tools to your customers and advise of updates and new benefits

  • Request feedback from customers on service

  • Find out why customers might not want service

  • Please email your findings to Faye along with any new things that the customers would like to see in the toolkit


  • Sign up form

  • List of SOP’s