CPPQ: Patient experience survey


The Quality Payments scheme for 2017/18 has now ended. We will update this section when we receive information about the final outcome and plans for any future Quality Payments.

Note: The information on this page is a summary of the requirements. We strongly advise pharmacies to read the full NHS England guidance as well – there are links at the end of this page.

CPPQ: Patient experience survey

Points available: 5 points (£320) available once a year. You can claim in November if you did not claim this payment in April and meet the criteria.

What’s involved

On 24th November, you must have published the results from your latest Community Pharmacy Patient Questionnaire (CQQP) in line with the requirements for your pharmacy type. They are different for ‘bricks and mortar’ and distance-selling pharmacies. The CPPQ survey results must date from within the last 12 months.

Note: It is extremely important that you follow the instructions exactly when uploading your survey and/or notifying NHS Choices. If you don’t use the exact wording, your pharmacy will not appear on the list that NHS Choices provides to NHS England to confirm that you qualify for the Quality Payment.

Evidence required & claims process

  • Make the relevant declaration in your NHS BSA Quality Payments submission.
  • Bricks-and-mortar pharmacies: NHS Choices will provide NHS England with details of the bricks-and-mortar pharmacies who had uploaded their CPPQ results to their pharmacy profile by 24th November.
  • Distance-selling pharmacies: NHS Choices will also provide NHS England with details of the distance-selling pharmacies who had uploaded the CPPQ results to their own websites and notified the NHS Choices service desk of this by 24th November.

Producing your CPPQ survey results for publication

How to publish your CPPQ: Bricks-and-mortar pharmacies

NHS Choices have produced this short user guide including screenshots and easy-to-follow steps to upload your CPPQ results. We have summarised the process below. We have put double quote marks around the wording you must use. We have used single quote marks for the relevant boxes/buttons on NHS Choices.

  • Your CPPQ results must be published as a PDF file named “CPPQ”. (It’s easy to rename and/or convert other files into a PDF by ‘saving as’ in Microsoft Office and changing the name and/or file type.)
  • Log into NHS Choices and edit your pharmacy profile.
  • Create a news item in the Overview section of your profile by clicking the ‘Add a new article’ button.
  • Add the text “Community Pharmacy Patient Questionnaire 2016/17” in the ‘Title’ section of the news item. You must use that exact wording.
  • In the ‘Description Text’ box, enter the following wording – you must enter it exactly as it appears below (but without the quote marks): “Every year we undertake an annual patient survey to enable our patients to provide valuable feedback on the services that we provide. The survey, undertaken by all community pharmacies in England, is called the Community Pharmacy Patient Questionnaire. The report of our survey results allows us to identify the areas where we are performing most strongly, the areas for improvement and the actions required to address issues raised by respondents. Our results for 2016/17 are provided here.”
  • Click ‘Choose File’ and upload the PDF you have named “CPPQ”.
  • Put the words “Pharmacy Patient Questionnaire” in the ‘Document Title’ box. You must use that exact wording.
  • Put “1” in the ‘Display Order’ box underneath. This ensures that your CPPQ results will always appear at the top of your profile.
  • Click ‘Save’.

How to publish your CPPQ survey: Distance-selling pharmacies

Distance-selling pharmacies can qualify for this Quality Payment by publishing your CPPQ results on your own website and notifying NHS Choices that you have done this.

  • You must publish the CPPQ results on the website you listed in your NHS Choices entry – we would recommend making sure your CPPQ results are clearly visible / easy to find.
  • Once you have published your CPPQ results on your website, you need to notify NHS Choices in the following way:
    • Create an email to nhschoicesservicedesk@nhs.net
    • Put the words “distance selling pharmacy” in the subject header. You must use those exact words.
    • Write a short email stating that you have published your CPPQ results on your website – make sure you include a link to the published survey.
  • Like bricks-and-mortar pharmacies, you also need to make the relevant declaration in your NHS BSA Quality Payments submission.

TOP TIP: Update and validate your NHS Choices profile when uploading your CPPQ

Your pharmacy’s NHS Choices profile must be up to date before you can claim any Quality Payments at all. Bricks-and-mortar pharmacies must have checked, amended where necessary, and validated all three sections of their profile between 00.00 on 11th September 2017 and 23.59 on 24th November 2017 or they will be ineligible for Quality Payments this November. Why not do this when you’re uploading your CPPQ results?

Distance-selling pharmacies: Contact nhschoicesservicedesk@nhs.net if you did not receive a survey from NHS Choices asking you to check/validate your entry is up to date.

Full guidance from NHS England

This tip-sheet is just a summary. You must also read the full NHS England guidance to make sure you meet the Quality Payments criteria:

Further guidance and useful links

Last updated 27th December 2017