From Thursday 1 October 2020, Quality Care 2020 is the accreditation framework for quality in community pharmacy.

In March 2020, as a result of the COVID-19 pandemic, QCPP transitioned to a streamlined remote assessment model. During the transition, QCPP was committed to reviewing the program regularly and listening to feedback from the industry to make continuous improvements to the program.

Following the positive feedback on the remote assessment model and the ongoing uncertainty caused by COVID-19, QCPP will continue conducting assessments remotely as we transition to Quality Care 2020 in October.

Preparing for your assessment

If your accreditation date is on or after Thursday 1 October 2020, you will be assessed under Quality Care 2020 via a remote assessment.

We encourage pharmacies to prepare in the same way they would for an on-site assessment. The Quality Care 2020 Knowledge Hub is your one-stop-shop for resources, references, frequently asked questions, support videos and more, designed to help you understand the new Requirements and prepare for your assessments.

Download QC2020 Remote Assessment Preparation Checklist

Protecting Privacy: How to Redact Information

Visit the Quality Care 2020 Knowledge Hub

Pharmacy Support Sessions

QCPP hosts regular webinars to provide support to pharmacies approaching their first Quality Care 2020 assessment. The latest webinar was held in March 2021 and provides insight into preparing for an assessment as well as Q&A with QCPP's team.

Watch the Pharmacy Support Session

QCPP will continue hosting live Pharmacy Support Sessions to assist pharmacies that are approaching a Quality Care 2020 assessment. If your assessment is coming up, keep an eye on your emails for an invitation.

Pharmacy Business & Career Network Podcast

In this episode of the Pharmacy Business & Career Network Podcast, we are joined by Chloe Hennessy, QCPP National Manager, and Simon Blacker, Community Pharmacist and Chair of the QCPP Working Group to learn more about the Quality Care 2020 program.

Assessment process

Quality Care 2020 Assessments are a streamlined process conducted remotely via the QCPP Customer Portal. Pharmacies have 7-days to submit evidence against a range of high-risk areas.

For a detailed overview of when you can expect to hear form us during the assessment, check out the Communications Map.

QC2020 Assessment Process

Corrective Actions

There are new levels of Corrective Actions (formerly known as remedial actions) under QC2020 which have been updated to align with accreditation best-practice and promote Continuous Quality Improvement (CQI) within your pharmacy.

Corrective Actions identify areas where improvements to a pharmacy’s systems, processes or procedures are required to eliminate causes of non-compliance and avoid possible long term business practice failure.

Under the Quality Care 2020 program, Corrective Actions are divided into three categories (outlined below) based on the level of risk they pose to consumers and the pharmacy business.

QC2020 Corrective Actions

Addressing Corrective Actions

All corrective actions must be addressed by the pharmacy post-assessment to rectify and eliminate recurring non-conformance to the standards within the specified timeframes.

Introducing Corrective Actions Short Course

Accreditation will not be granted until corrective actions have been rectified.


One of the most common causes of corrective action is the failure to appropriately redact personal information. Do you know how to redact personal details from your evidence? Learn more under Protecting Personal Information


Frequently Asked Questions

General

How to remote vs onsite assessments differ?

Assessments conducted remotely have been developed as a streamlined and flexible process, designed to assess a range of high-risk areas across your pharmacy. An assessor will not visit your pharmacy in person, however, you are still required to provide evidence virtually, to demonstrate your ability to meet the standards.

Can I request a reaccreditation extension for my remote assessment?

In most cases, an extension will not be necessary as the remote assessment process has been developed as a flexible, streamlined process.

Under exceptional circumstances, you can request to be assessed after your reaccreditation date by submitting a Request for Reaccreditation Extension to QCPP.

What happens if my pharmacy does not complete a remote assessment?

If your pharmacy is due for reaccreditation and you do not complete the remote assessment within 3 months of your reaccreditation date, your pharmacy accreditation will lapse.

When submitting evidence online, what do I need to de-identify?

To comply with privacy laws, you must de-identify personal information on the evidence you are submitting as part of your assessment.

If the information is unique to an individual or can allow one to find/trace/contact/identify an individual, it is not acceptable.

You must block out identifiable information prior to submitting your evidence. For more information, visit Protecting Personal Information.

Can I receive some further assistance to prepare for my assessment?

QCPP does not visit pharmacies or offer consultation services to prepare for assessment. Member organisations, banner groups or independent quality management consultants may be able to assist you if you require further assistance to prepare for your assessment.

When can I expect to hear from QCPP/EY regarding my assessment?

For a detailed overview of when you can expect to hear from us during the assessment, check out the Communications Map.

Pre-assessment

How do I schedule my remote assessment?

You will receive an email from EY, QCPP’s assessment partner, to arrange a suitable time for a remote assessment.

How long will my assessment take when being conducted remotely?

You are able to complete your remote assessment at any point throughout a scheduled 7-day timeframe.

How should I prepare for my assessment?

We encourage pharmacies to prepare in the same way they would for an on-site assessment.

The Quality Care 2020 Knowledge Hub is your one-stop-shop for resources, references, frequently asked questions, support videos and more, designed to help you understand the new Requirements and prepare for your assessments.

Initial assessments

My pharmacy is new to the QCPP program, is the process different for initial assessments?

There are a few additional steps involved in an initial assessment. As this is your first QCPP assessment, you will be required to provide some visual responses (e.g. via video call) in response to some QCPP Requirements.

What if I cannot access the appropriate software for visual inspection?

Your QCPP assessor will work with you to conduct a visual inspection on necessary areas of your pharmacy.

In the instance a visual inspection cannot be carried out, you will receive a remedial action, which must be closed before you can receive QCPP accreditation.

How do I know what areas of my pharmacy will need a visual inspection?

Your QCPP assessor will take you through the visual evidence required during the assessment.

Post assessment and Corrective Actions

What happens after the assessment?

There are three key steps to complete following your assessment, read about them in detail in the Quality Care 2020 Post Assessment Guide.

What is a Corrective Action?

Corrective Actions identify areas where improvements to a pharmacy’s systems, processes or procedures are required to eliminate causes of non-compliance and avoid possible long term business practice failure.

What is the difference between a Non-Conformance, a Remedial Action Required and an Observation?

Under Quality Care 2020, Corrective Actions are divided into three categories based on the level of risk they pose to consumers and the pharmacy business:

  • Non-Conformance
    • Major risk
    • To remedy, pharmacies must provide a Root Cause Analysis within 60 days of their assessment.
  • Remedial Action Required
    • Moderate risk
    • To remedy, pharmacies must identify a corrective action within 90 days of the assessment.
  • Observation
    • Low risk
    • Positive observation or consideration for potential improvement

What is Root Cause Analysis?

A Root Cause Analysis is used to further understand and provide an explanation as to why the non-conformance occurred and identify the actions are required to prevent it from happening in the future.

When a Non-Conformance is identified, a Root Cause Analysis must be actioned within 60 days of an assessment on the QCPP Customer Portal.

Where can I find more information on closing Corrective Actions?

The Introducing Corrective Actions short course provides a detailed look at the new categories of corrective action and the process of responding to corrective actions, including completing a root cause analysis. The short course takes approximately 10 - 15 minutes to complete. Get started today!

IT Solutions 

Internet Connectivity

Internet connectivity in my area is poor. Will this make it difficult to conduct the remote assessment?

The remote assessment requires internet connectivity; however, the majority of the assessment will consist of document upload and telephone capability. This means documents can be uploaded at times that suit the pharmacy and hence if there is an internet reliability issue, then the assessment can be paused and continued at a later time. Documents can be uploaded anytime during the assessment window, and from any location, you can access the internet.

What if a visual assessment is required?

Pharmacies undergoing an initial assessment are required some visual elements in their responses (e.g. a video call). You can work with your assessor to organise a time that will work best for your situation. Often off-peak times will have much better internet capability then peak time. You can also try using a mobile device as these run on different networks that can be more reliable.

As an alternative, you may wish to ask for a solution from QCPP e.g. postal delivery of mobile internet unit. Be sure to make any request for equipment at least two weeks prior to your assessment.

Equipment

I do not have a scanner, how can I copy and upload documents?

If you have documents already on your computer you can upload these directly into the portal, there is no need to print and then upload.

If you only have hard copy documents, you can use your mobile phone camera to take a picture and upload

What if I don’t have a webcam or microphone on my computer?

The majority of the assessment will consist of document upload and telephone capability unless there is a visual component. In this case, you can use a mobile device (mobile phone or tablet) to conduct the visual component.

Uploading documents

Can I upload multiple documents at once via a Zip file?

Yes, you may, however, documents must be submitted against the relevant checklist question. Assessors will not consider evidence uploaded against the wrong assessment question. If there are any access issues, please advise the assessment team.

Can I upload photos from my smartphone?

In most cases, yes, you can upload photos taken on your smartphone.

If you have an Apple or Android smartphone, you may have to adjust settings on the device to ensure it is uploaded in an acceptable file format.

The portal cannot accept ‘live’ photos, which is a common feature on new devices.

Please refer to the below resources for information on disabling this feature:

I want to convert my documents to PDF before uploading but don’t know-how

There is no requirement to convert files or images to PDF, however if you wish to do so via:

  • Desktop/Laptop: Files can be converted when saving files. Use the “Save As” feature and choose “PDF” as the file type.
  • Mobile phone/Tablet: There are plenty of mobile apps available that can modify your documents to PDF. Some include Google Drive, Office Lens, CamScanner, Genius Scan, Scanable, FineScanner etc.

Can I redact private information from documents on my computer?

Yes, you can, this feature exists on Adobe PDF or you may use editing tools to redact information. For more information, please visit Protecting Personal Information.

How do I know if my documents have been successfully uploaded?

To upload a document against a question you will need to click on the Upload Evidence button. If no documents have been attached there will be a blue box saying “No files have been uploaded”

Example:

No file example

If you can see the file name under the Upload Evidence button and the blue box is no longer displaying then the upload has been successful and the evidence has been saved to the QCPP system.

Example:

File upload successful example

How do I review documents I have uploaded?

Click on the download button next to the document name that you wish to review to download a copy of the evidence you have supplied and review its content.

Example:

Review document example

How do I delete documents I have uploaded?

To delete uploaded documents, click the trash can icon to the right of the name of the document you have uploaded. This function can be used to delete any evidence you have uploaded in error.

Example:

Delete doc example

Why am I being asked a question about a Professional Service I do not offer?

Questions relating to Professional Services are generated based on the services selected on your Professional Services Declaration at Step 2 of the Remote Assessment. If you are seeing a question for a service not offered in your store, go back to Step 2 by selecting it in the progress header at the top of the page to edit your service selection.

Visual Assessments

If a visual assessment is required, how will this be conducted?

  • Your QCPP assessor will contact you via telephone to set up an appropriate time to conduct the visual assessment.
  • They will send you a calendar request via your email to have a video conference via Zoom on the agreed day and time. You will not need to download the program prior to the meeting.
  • Use the access codes and information to enter the video conference. We recommend you start this process at least 5 minutes before the start time to handle any technical issues that may occur.
  • Enable the microphone and camera features to allow sound and video to occur

I do not have a webcam, how will I participate in the visual assessment?

We advise you to use a mobile device (mobile phone or tablet) to conduct the visual assessment as this will allow more flexibility to show the assessor different parts of the pharmacy.

IT Support

Who can I contact for technical support?

  • During the assessment, your QCPP assessor is available to answer any questions in regards to the assessment process and clarification of checklist questions.
  • The QCPP Support Team is available outside assessment and for all other matters, including IT and equipment support and general enquiries
  • All teams are available via email, phone or can set up a video conference.

QCPP Support Team:

QCPP Helpline: 1300 363 340 or help@qcpp.com

Remote assessment pharmacy feedback

I think the remote set up of the assessment was fantastic. It really suited our pharmacy. Due to the busy nature of pharmacy and especially being in a remote part of Australia where it is hard to get pharmacist cover, the remote process of assessment was much better suited to us.

I was very satisfied how things were conducted remotely, I think the new version will be a lot easier to work with.

The process of remote assessment was so good, I really liked it and I think it would be a preferred way to do it in the future

Support

If you have any questions, please email help@qcpp.com or phone the QCPP Helpline 1300 363 340 to speak to a member of the QCPP Support Team.