Below are a selection of answers to general questions about the QCPP program. For any questions regarding a specific section of the QCPP requirements, please log into the Knowledge Hub.

If you can't find the answer to your questions here, or in our Knowledge Hub, feel free to contact us at or on 1300 363 340.


What is accreditation?
Accreditation is public recognition by an accreditation body that your pharmacy meets the accreditation standard, AS85000:2011 – Quality Care Community Pharmacy Standard, demonstrated through an independent external peer assessment of performance against the standard. 

What are the benefits of QCPP accreditation?

  • Public recognition that through an independent external peer assessment, that your pharmacy’s performance meets the accreditation standard and your pharmacy is committed to continuous quality improvement.
  • Confidence that your pharmacy provides a consistent, safe and high quality service for your patients and customers that meets industry standard.
  • Demonstrating to your staff, patients and community that you are committed to excellence in care provision, quality improvement and business performance and striving for best-practice.
  • Two yearly on-site assessment, where assessors use their business expertise to help you identify opportunities for improvement in relation to QCPP requirements.
  • Participation in a program, or access to funding e.g. being an NDSS access agent or Community Pharmacy Agreement payments.
  • As part of your QCPP accreditation, you have access to the QCPP Requirements, Knowledge Hub, QCPP Hotline and email support, QIP newsletters and access to the Interpretations and Ruling Panel.

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 6CPA.

QCPP revised requirements

Why has the national roll-out been delayed?
Feedback from a pilot program in October 2017 demonstrated there was a need for further review and refinement of program materials prior to a national roll-out. QCPP needs to ensure the requirements are relevant and meet your pharmacy business needs.

When are the revised requirements being released?
In October 2017, QCPP conducted a pilot of the revised program with select community pharmacies across Australia. Based on feedback received from the pharmacies that participated in the pilot, changes to the revised QCPP requirements are now in the process of being incorporated into the revised program.

To incorporate pilot feedback and undertake a comprehensive review process, the implementation date has moved from our original launch date for the revised program and we are focussed on ensuring a high quality and relevant QCPP for pharmacies that meets your business needs.

When the revised QCPP is released, the QCPP team will undertake a comprehensive communication and education strategy to ensure you understand the new requirements and how they can be implemented into your pharmacy.

Pharmacies do not currently need to do anything in order to prepare for the revised requirements and all QCPP assessments in 2018 will be administered under the current program

My pharmacy is due for assessment this year, will I be assessed under the revised requirements?
No. All QCPP assessments in 2018 will be administered under the current program.

When will you be assessing pharmacies against the revised requirements?
Three to six months post release of the revised requirements. QCPP will be developing a comprehensive communication and education strategy to ensure you know when they have been released and understand the requirements.

Will I have to rewrite my Operations Manual?
There is no requirement to restructure or rewrite your Operations Manual to align to the revised QCPP Requirements. If your Operations Manual works for you, keep it in its current structure.

Will pharmacy staff have to undergo additional training?

Will there be additional requirements?
There are changes from the 2011 standard to the 2017 standard. The revised requirements are designed to be less prescriptive, more flexible, promote innovation and to be a business support tool.

How many pharmacies participated in the pilot program?
Twenty community pharmacies across Australia.

When was the pilot program conducted? 
The pilot was conducted in October 2017.

What was the feedback from the pilot program?
Positive feedback included:

  • The 5 domains were easier to understand compared to the 18 elements
  • Increased focus on pharmacy business management was positive
  • Assessment process concentrated more on high business risks

Areas for improvement included:

  • Assessments took much longer than expected (average assessment took 7 hours)
  • Pharmacy staff needed to be available for a much longer time to discuss audit questions with the assessor compared to the current assessment model
  • Requirements were unclear and difficult to understand and therefore difficult to implement
  • Assessment questions did not always represent all varied pharmacy business models

What is the QCPP Reform Working Group?
The QCPP Reform Working Group oversees and provides ongoing input into the revised QCPP requirements and reform materials, as well as providing oversight and input into the implementation, timelines and risk assessment of the revised requirements.

Who is on the QCPP Reform Working Group?
QCPP Working Group membership includes representatives and subject matter experts with an extensive understanding of small business pharmacies. Members include Guild and non-Guild member pharmacies, pharmacy business management, pharmacy owners, and independent pharmacies.

Assessment preparation and implementation assistance

Who can I talk to about implementation assistance?
For implementation support you may wish to engage quality management services, such as those offered by membership organisations, quality consultants, or banner groups.

Can you suggest someone to help me prepare for my assessment?
QCPP does not recommend or endorse any particular quality management consultants. Try googling ‘quality management consultant’. Member organisations such as the Guild (if you are a Guild member) and banner groups may also be able to help you with implementation.

Will someone still come and visit my pharmacy to help me?
QCPP does not visit pharmacies. You may wish to engage quality management services, such as those offered by quality consultants, membership organisations or banner groups. For example, if you are a Guild member, then you can contact your Guild branch.

Will it cost me to get implementation assistance?
The cost of implementation assistance is at the discretion of individual quality consultants, membership organisations and banner groups.

Impartiality committee

What is the Impartiality Committee?
QCPP's Impartiality Committee oversees the independence of program operations. Its 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.

EY assessors

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.