In 1997, The Pharmacy Guild of Australia saw a need to protect and expand their members’ front-of-shop business to ensure their future viability in an environment of ever increasing competition.

The Pharmacy Guild of Australia subsequently developed a business model that covered standards for all retail services as well as standards relating to business practices. The aim was to create a quality assurance program dedicated to raising the standards of service provided to the public as well as improving profitability. This led to the development of the Quality Care Pharmacy Program (QCPP).

As a result of competition policy developments, the Guild decided to expand the business model to include professional practice standards. The aim had thus moved from purely a business model to a quality assurance program dedicated to raising the standards of service provided to the public, and improving profitability, to improving the quality of professional practice and thereby improving health outcomes.

In March 1998, the QCPP was launched to the industry at the Australian Pharmacy Professional conference on the Gold Coast in Queensland.

QCPP is an integrated system of performance standards and supporting tools and processes based on business and professional standards that have been developed by both the Guild and the Pharmaceutical Society of Australia. Other major industry stakeholders (pharmaceutical wholesalers, pharmacy marketing groups, pharmacy boards, pharmacy schools, etc) provided assistance in the process. 

The QCPP is supported by a comprehensive range of Program materials, including a manual of 113 Pharmacy Standards divided into the following sections:

• Professional Services;

• Retail Skills;

• Business Management; and

• Loss Prevention.

The Professional Services section consists of seven standards that deal with the sale of Pharmacist Only and Pharmacy Medicines and 17 Professional Practice standards developed by the Pharmaceutical Society of Australia.

The Pharmacy Standards are supported by a set of 68 Pharmacy Team Standards divided into the following sections: 

• Being Ready for Business;

• Assisting the Pharmacist;

• Serving the Customer;

• Dealing with Stock; and

• Loss Prevention.

The standards are supported by a Reference Manual containing comprehensive reference documentation, as well as a series of business management tools. There is also an 'Team Standards' Implementation video to help explain the process, and a business planning CD ROM to assist pharmacies to achieve best practice in pharmacy management. Click here to view the QCPP materials.

The QCPP has become an important vehicle for industry quality assurance self-regulation.

Proprietors of pharmacies which have gained accreditation attest to improved performance of the pharmacy team in delivering a consistently high level of service to pharmacy customers, to staff empowerment and higher levels of productivity, to an improvement in business management as a result of properly-documented processes, and to higher levels of customer satisfaction in the quality of the services that the pharmacy delivers.

Two recent Competition Policy Reviews in Australia have recommended the continuation of restrictions or controls in pharmacy legislation in view of the significant public benefit that is being derived from the introduction of quality assurance in the services provided.

The Australian Government has recognised the value of the QCPP in delivering higher-quality services to the public and has made available $50 million in financial incentives to encourage pharmacies to gain accreditation under the QCPP. 

A significant research project to evaluate the QCPP has commenced. This project is researching whether the QCPP has had an impact on:

• the quality of the services provided;

• the levels of customer satisfaction;

• health outcomes;

• business efficiency and profitability;

• Government health outlays; and

• the quality use of medicines.

To view the benefits of ongoing QCPP accreditation click here

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