QCPP in Practice

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  • Why you should be conducting employee performance reviews

    Jul 21, 2016

    Employers never forget good employees. They also never forget the bad ones.

    Sometimes it’s out of the employer’s hand to fix or improve employee’s declining work performance, but more often than not it’s a problem that can be solved.

    Unresolved employee performance issues can lead to serious problems for your business including a decrease in productivity, high turnover and unhappy customers.  

    That’s why it’s vital you have a structured and maintained approach to conducting performance reviews with your workers.

    There are many reasons why pharmacy businesses would benefit from a performance review system. They allow you to define roles and responsibilities, promote a culture of open communication and can even empower staff.

    Staff have an opportunity to reflect, consolidate, plan and review their work performance. Employees also have a chance to show how they can actively contribute to your business in a meaningful way.

    Preparing for an employee performance review

    So you’ve booked in a time to discuss your employee’s performance. What now? Here are a few tips to help you get started:

    Conducting the review

    Now you are both in the room, it’s time to discuss your employee’s performance. Here are a few key points to remember during the meeting:

    • It’s an opportunity to discuss career development. After the review is done you can discuss your employees’ abilities and plan how they can further develop their career while still achieving business goals.
    • Praise work achievements. This is a chance to recognise employees who have performed well during the evaluated time-frame. Recognising employees for their achievements helps builds morale.
    • Prepare for feedback. You may also like to ask staff to provide feedback on your performance or on the business as well. Acknowledging concerns and comments from your staff will ensure they feel recognised and understood.

    After the review

    The review should produce a review document both you and the employee can reference. It should serve as a reminder of goals, KPIs and specific duties. Here are some other things to consider after the review:

    • Make sure you both agree on outcomes and set goals. You have the outcomes and goals, but does your employee understand and agree on these changes?
    • Don’t wait until the performance review to clear the air. If your employee is becoming increasingly unmotivated or has shown a behaviour that’s unsuitable, it’s best to deal with the issue earlier rather than waiting for a scheduled performance review.
    • Performance reviews not your style? If you find you don’t like the traditional style, transition away from a formal conversation to a structured chat every two weeks or month. Or why not give employees time throughout the quarter to reflect on performance to improve it.
    Need a little extra help in conducting employee performance reviews? Log into the Knowledge Hub to check out Element 14 - Managing staff for advice on what to include in your reviews.


    A performance review is more than just a conversation, it’s an opportunity to gain a better understanding of your employee’s performance and how it reflects your business goals.

  • What to expect at your next QCPP assessment

    Jul 08, 2016

    Assessment methodology

    Following the recent announcement of EY as provider of QCPP assessment services, we are pleased to share more detail on the assessment experience you can expect from EY at your next QCPP assessment. 

    EY is adopting a risk-based approach to assessing QCPP Requirements consistent with the best-practice assessment methodology used by EY evaluators around the world. This approach is also consistent with relevant international and QCPP Standards.

    The revised assessment approach has been developed in conjunction with the Pharmacy Guild, EY’s appraisal and assessment experts and registered community pharmacists embedded in the EY project management team.

    EY’s assessors will have a greater focus on the sampling of documentation, interacting with staff, and observing pharmacy processes in order to help assessors develop a stronger understanding of how your business works.

    You should notice a bigger focus on issues which represent a consumer, safety or business risk to your pharmacy. As a result of this methodology, accredited pharmacies can expect a more streamlined, consistent and efficient assessment experience.
    All QCPP Requirements remain the same and you do not need to do anything differently in preparing for QCPP assessment.
    The QCPP Program and Assessment Rules will shortly undergo a minor update to support this more flexible approach to QCPP Assessment. These rule changes will not require any action by accredited pharmacies. We will let you know when this update has been finalised.

    Booking QCPP Assessments

    EY are taking a staged approach to rolling out assessment services whilst building work capacity and minimising the impact on pharmacies being assessed in order to ensure a high-quality assessment experience for your pharmacy.

    EY have committed that during July to September 2016 each assessor will conduct no more than one QCPP assessment per day. Many assessments during this period will also be attended by two EY assessors to ensure the new assessment team is appropriately prepared and equipped.

    We are pleased to advise EY's central booking office has now commenced coordination of the assessment booking process for all pharmacies undergoing accreditation across Australia.

    EY's scheduling team is working to arrange high-quality assessments while reducing pressure on accreditation and assessment fees longer term. In order to do this, route optimisation and resource availability analysis are conducted to provide your pharmacy with the best option, close to your reaccreditation date or on a travel run.

    While EY will attempt to be as flexible on dates as possible, we encourage pharmacies to also remain flexible when confirming a mutually agreeable assessment date.

    We appreciate your patience during this transition phase as we continue to strive to make QCPP assessments work better for you.

    To find out more about the process, visit the QCPP website or call
    1300 363 340.  

    Find out more!

  • What surveys can tell you about your business

    Jun 27, 2016

    Your pharmacy should have received an email from Ernst & Young (EY) this week, introducing themselves as the company providing QCPP Assessment services from 1 July, 2016. If you would like more information about this change please visit the Changes to Assessment Services FAQs section on the QCPP website.

    Aristotle once said:

    “the things we have to learn before we can do them, we learn by doing them.”

    Which is why we’re taking a page from our own book (Element 6, Action 1) and asking you to complete this five-question survey on the QCPP In Practice newsletter.

    This survey will help inform the QCPP team on what types of advice and information you would like to see and how frequently you would like to receive the newsletter.

    We hope completing our survey will prompt you to do your own survey for your customers and staff. By having the right data you can make more informed decisions about your pharmacy business.

    Our regular edition of QCPP In Practice will continue in the next fortnight.

    Thank you for all your support.


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