FAQs

What is accreditation?

Accreditation is public recognition by an accreditation body that your pharmacy meets the accreditation Australian Standard AS 85000:2017 – quality management system for pharmacies in Australia, with the application of the standard outlined in the Quality Care 2020 Requirements.

To ensure pharmacies meet the Australian Standard, they must undergo an initial assessment followed by a reaccreditation assessment every two years.

Find out more about steps to accreditation under Get Accredited.

What are the benefits of QCPP accreditation?

QCPP accreditation ensures your pharmacy provides a high standard of professional service and customer care while also working as a tool to enhance your pharmacy's business operations.

Find out more details under Benefits of QCPP accreditation.

What reimbursements do I get for my QCPP fees?

QCPP does not administer reimbursements. However, QCPP understands that accreditation is a prerequisite for eligibility to participate and receive certain incentive payments under the 7CPA.

Find more details under Fees.

How do I promote my accreditation?

There are a variety of ways you can promote your QCPP accreditation such as using the QCPP logo, the window decal, and your accreditation certificate.

Find out more under Promoting Your Accreditation.

How can I find out more?

Find out more about QCPP under What is QCPP?

To stay informed about Quality Care 2020, sign up for the QCPP In Practice Newsletter.

You can also contact the QCPP Support Team on 1300 363 340 (9am-5pm AEST) or email help@qcpp.com.

When will pharmacies be assessed against the new requirements of Quality Care 2020?

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

Find out more under Introducing Quality Care 2020.

What are the changes to the Requirements?

The Requirements have been enhanced to reflect contemporary industry practice. They offer more flexibility in the type of evidence you need to provide, and how you provide it. The enhanced Requirements align with the Australian Standard 85000:2017 Quality Care Community Pharmacy Standard.

The Requirements are structured across five domains that are aligned with your business operations.

Find out more about the five domains under 5 Domains of Quality.

More detailed maps of changes to the requirements can be found in the Quality Care 2020 Knowledge Hub, please use your QCPP Customer Portal login for access.

Will I need to rewrite my Operations Manual?

There is no need to restructure or rewrite your Operations Manual to align with the enhanced QCPP Requirements. If your Operations Manual works for you, you may keep it in its current format.

Will I be able to use the same evidence for the accreditation process?

If you are scheduled to be assessed under Quality Care 2020, you may find much of your current evidence aligns with the new program.

Detailed information on the changes to evidence are provided in the Quality Care 2020 Knowledge Hub. Please sign up to the QCPP Customer Portal to access the Knowledge Hub and all the available resources.

Will pharmacy staff have to undergo training to implement Quality Care 2020?

No specific training will be required to implement Quality Care 2020 in your pharmacy.

Supplementary resources to assist you with the changes are available through the Quality Care 2020 Knowledge Hub. Please sign up to the QCPP Customer Portal to access the Knowledge Hub and all the available resources.

The QCPP Support Team will also be able to assist with any enquiries you may have. Contact Support on 1300 363 340 (9am-5pm AEST).

What are the updates to the Quality Care Requirements in Version 1.1?

From October 2022, a new Sub-Domain for Digital Health is being introduced to the requirements for pharmacies who have elected to use My Health record (MHR).

Why is My Health Record (MHR) being added into QC2020?

The QC2020 Requirements are regularly reviewed to continually improve and remain aligned with current pharmacy practice. Digital Health is an important and evolving area which is incorporated into QCPP accreditation as it ensures better connectivity of health resources and promotes optimal healthcare for patients.

Community pharmacies using digital health systems such as My Health Record must ensure they have robust systems to maintain consistent, secure, and high-quality service to consumers.

We don't use MHR, will we need to start?

No, as with other pharmacy services under Domain 5, this will only need to be assessed if the pharmacy has elected to offer the service (as per QCPP rules 14 and 27). If you do not use MHR in your pharmacy, you will not be assessed against it.

How do I use the QCPP Customer Portal?

For step-by-step instructions and videos of how to use the portal, please go to the Using the QCPP Customer Portal page.

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.

How is my assessment scheduled?

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

If your pharmacy is due for reaccreditation, the EY scheduling team will contact you at least 42 days before your reaccreditation date to schedule your assessment.

Find out more under Scheduling Your 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 via the QCPP Customer Portal.

Where can I find resources for assessment preparation?

We have many resources that can assist you in preparing for your Quality Care 2020 program assessment.

The basics are covered in the Preparing for Your Assessment page.

We have also included detailed FAQs, support documents, videos and more in our Quality Care 2020 Knowledge Hub, which you need to have a QCPP Customer Portal login to access.

What is the Quality Care 2020 Knowledge Hub?

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.

Use your QCPP Customer Portal login to access the Quality Care 2020 Knowledge Hub.

How do remote assessments work?

QCPP assessments are conducted remotely over a 7-day period via a streamlined assessment process ensuring compliance across a range of high-risk areas in the pharmacy.

Pharmacies are encouraged to prepare in the same way they would for an on-site assessment, making the most of the resources available on the Quality Care 2020 Knowledge Hub.

How long will the Video Component take?

Pharmacies are allotted 30 minutes to an hour to complete their remote assessment with their assessor.

What happened to onsite assessments?

QCPP suspended on-site assessments in March 2020 in response to the COVID-19 pandemic. Following positive feedback on the remote assessment model, QCPP will continue to conduct assessments remotely under Quality Care 2020 until further notice.

What day/time will the video component take place?

The assessor will contact the pharmacy 11 to 12 days out from their assessment to conduct a pre assessment call and talk through the assessment process and timeline with the pharmacy ahead of their booked assessment. The pharmacy and assessor will work out and book in a mutually agreeable day and time during that call.

Will pharmacies still have 7 days to complete their assessment?

Yes, pharmacies will still have 7 days to complete the desktop component of their assessment and upload their evidence via the QCPP portal, this has not changed. The video component of the assessment will occur during that time.

What platform will the Video Component be hosted on?

QCPP assessors will be conducting the Video Component via Zoom.

Will the Video Component be recorded?

No video calls will be recorded unless otherwise stated by your assessor.

Will pharmacies be required to share their screen?

No, this is not a required part of the Video Component.

Are pharmacies expected to download Zoom on a computer or their phones so they’re able to walk around?

Yes, pharmacies will need to download Zoom onto a device in the pharmacy, preferably a phone or tablet for portability around the store. We currently have guides on how to set up Zoom here.

Is the video component mandatory part of the assessment, can't the pharmacy just do a regular phone call?

The video component of the assessment will be mandatory for all pharmacies who are assessed under QC2020 after 1 October 2022. This is to allow assessors to evaluate a wider range of visual and verbal questions during the pharmacies assessment.

What does the ‘Desktop Component’ mean?

This refers to the uploading of evidence via the QCPP Customer Portal. There will still be checklist questions where evidence is required outside of the Video Component. Pharmacies will still have the 7-day period to upload this evidence via the portal.

What if pharmacies have a hard copy of their operations manual?

They will need to scan any required documents to have electronic copies that can be uploaded just as they are currently having to do.

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?

Quality Care 2020 introduces Corrective Actions (previously known as remedial actions) which 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.

Corrective Actions come in three types, depending on level of risk: Non-Conformance, Remedial Action Required and Observation.

Find out more under After Your Assessment.

What is a 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 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!

What is redaction?

Redaction is intended to allow the selective disclosure of information within a document while hiding other parts of the document. This is a necessary step in completing your Quality Care 2020 remote assessment.

Due to the highly sensitive nature of the personal information we receive, it is critical to ensure certain personal details are un-identifiable, which protects not only the individuals in question but also the staff and pharmacy itself.

Learn more about redaction and what to redact under Protecting Personal Information.

Why do I need to provide an explanation and not a procedure/policy?

This is to demonstrate that not only does the pharmacy have a procedure or policy in place, but they are also aware of how and when it needs to be followed and by who in the pharmacy.

You must provide a written explanation of how the pharmacy and staff follow out certain tasks or procedures based on the question provided in the assessment, not the procedure itself.

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.

What should a policy include?

A policy may include all, or most of, the following:

• The aim/purpose of the policy
• The scope of the policy. i.e. why was it developed, what activities does it cover, who does it apply to?
• Reference related polices/procedures that exist or are being developed.
• What is acceptable/unacceptable under the policy.
• If any behaviour relating to the policy against the law, reference the related legislation and make it clear legal action could be taken against any employee who engages in that behaviour. Mention any employee behaviour that you, (the employer), could be liable for.
• Disciplinary action or performance management procedures an employee will face if they breach the policy.
• Who employees should contact with enquires or complaints regarding the policy.
• Who has authorised development of the policy.
• If there any circumstances in which it will not be possible to follow the policy and how it will be approached.
• Provide a date when the policy was developed and/or updated.

How recent should my evidence be?

Most forms of evidence required to be submitted for the assessment must be from the previous 2 years, since the last QCPP assessment date.

If you are not able to provide evidence since your last assessment, you will need to provide a signed statement to this affect along with templates of the relevant documents e.g. Blank staged supply contract and record, blank induction checklist, staff contract etc.

Other forms of evidence which have a different timeline include:

• CPR certificates – Yearly renewal
• First Aid certificates – 3 yearly renewal
• Signed Attestation Statement should have been completed within 12 months of the pharmacy’s current assessment date

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.

I don't 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.

Do I have to add a comment to each uploaded document?

From 22 June 2023, we have added a comment box to the desktop component of the QCPP Customer Portal. It is not mandatory to add a comment to each upload however, if you feel it is necessary to provide further explanation, this is where it can be added.

What are acceptable file types for uploading evidence?

Evidence can be uploaded as jpg, pdf, png, Excel or Word files into the QCPP Customer Portal. We do not accept HEIC file types which are often used on Mac operating systems.

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.

TIP: Upload your Zip file using the browse files function as the drag and drop does not upload Zip files correctly.

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, ie. jpg.

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:

• How to turn off Live Photos (Apple Support)
• Using Live Focus on a Samsung Phone (Samsung Support)

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:

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:

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:

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:

Who can I contact for technical support?

• During the assessment, your QCPP assessor is available to answer any questions regarding 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

What is the Impartiality Committee?

QCPP's Impartiality Committee oversees the independence of program operations. The committee’s role is to ensure program rules, requirements, policies and audit criteria do not unfairly disadvantage any pharmacy or group of pharmacies. The committee also oversees complaints handling and appeals. The committee meets at least quarterly.

What does EY do?

QCPP’s assessment partner, EY, manages the remote assessment process and conducts all assessments.

Are all EY Assessors accountants?

No, in fact, most EY assessors are not accountants. We have several assessors who are registered pharmacists and have been working in the pharmacy industry for several years. EY assessors are also engineers, scientists, and economists, as well as accountants.

Where do I get more information and updates about QCPP?

QCPP sends out a regular e-newsletter called QCPP In Practice (QIP). QCPP In Practice keeps pharmacies up-to-date with news related to QCPP, including new interpretations and rulings.

You can sign up to the QCPP In Practice e-newsletter or read past editions under QIP e-Newsletter.

Where can I send feedback about QCPP?

If you have any positive feedback or suggestions for improvements, please let us know using the QCPP Feedback form..

Your feedback allows us to review our practices and make continuous quality improvements to enhance the program.

Who do I contact for help?

The QCPP Support Team are available 9am – 5pm AEST, Monday – Friday to answer your questions regarding QCPP accreditation.

Please email help@qcpp.com or phone the Helpline on 1300 363 340 to contact our friendly team.

Find out more under Contact Us.