Quality Payments – Community Pharmacy Patient Questionnaire (CPPQ) results

Quality Payments – Community Pharmacy Patient Questionnaire (CPPQ) results

To be eligible to collect the points necessary to claim a Quality Payment, community pharmacy contractors must meet five gateway criteria, one of which is that on the day of the review:

‘The results of the last completed Community Pharmacy Patient Questionnaire is publicly available on the pharmacy’s NHS.UK page or for distance selling pharmacies it is displayed on their website.’

The Community Pharmacy Patient Questionnaire (CPPQ) allows patients to provide valuable feedback to community pharmacies on the services they provide. The aim of this gateway criterion is to be open about the performance of the pharmacy, to publicise what it is doing well and what it is doing to improve in response to feedback from patients and the public.


Click on a heading below for more information.

NHS England guidance

NHS England has published guidance for the February 2019 review point of the Quality Payments Scheme. The new guidance should be read in conjunction with NHS England’s previously published gateway criteria and quality criteria guidance:

  • NHS England – Pharmacy Quality Payments Gateway Criteria Guidance (published 23rd December 2016); and
  • NHS England – Pharmacy Quality Payments Quality Criteria Guidance (published 27th February 2017).

These documents are available on the NHS England website.

How to achieve this gateway criterion

All pharmacies must ask a sample of patients to complete the CPPQ on an annual basis. Since 2012 there has also been a requirement that once analysed, the results must be published by the contractor.

In order to meet this gateway criterion, the results of the CPPQ from the last 12 months must be uploaded to the pharmacy’s NHS website (NHS.UK) profile by the contractor in a Portable Document Format (PDF) file format. This will be achieved by the contractor creating a news item within the overview section of the profile.

A user guide on the process to follow to upload the CPPQ onto an NHS website profile is available on the NHS website (The user guide can be found by scrolling to the bottom of the NHS website page and is listed under the ‘User guides’ section as ‘CPPQ user guide for February 2019 declaration’).

Contractors are encouraged to read the user guide to ensure they follow the naming convention correctly when they upload their CPPQ results. This is important to ensure that the pharmacy can be validated by NHS Digital as meeting the CPPQ gateway criterion. If the pharmacy does not appear on the report, it may result in the contractor having to submit evidence to validate their claim that they meet the gateway criterion.

Contractors are strongly advised to check their NHS website profile 12 hours after uploading the CPPQ to ensure the CPPQ results are visible. Should the results not be visible, contractors are advised to ensure they have followed the steps outlined in the user guide correctly. After creating a news article, contractors should see a green confirmation message.

Mandatory introductory text

In order that the CPPQ is presented in a way that NHS website users can easily understand and interpret, the following introductory text must be inserted by the contractor into the ‘description text’ field of the news item so that it will appear before the questionnaire report. The text is:

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 2017/18 or 2018/19 [select as appropriate] are provided here.

Template documents

A template worksheet and report for publication on the NHS website have been developed to collate and analyse the responses received in the CPPQ. Both documents can be found on the CPPQ page of the PSNC website.

Distance selling pharmacies - how to achieve this quality criterion

New process for the February 2019 review point

Distance selling pharmacies (DSPs) do not, currently, have full NHS website entries and so cannot publish the CPPQ on their pharmacy’s NHS website page. To qualify for this criteria DSPs must upload and display the results of their latest CPPQ on their website. This should be the same website that is listed in their NHS website entry. Once a DSP contractor has published their latest CPPQ results on their website to meet the criterion, they must notify the NHS BSA Provider Assurance Team on nhsbsa.pharmacysupport@nhs.net  (please note, this is a change to previous declarations where DSP contractors informed the NHS website service desk and has been changed by NHS England since the PSNC webinar on 16th October 2018) including ‘CPPQFEB’ in the subject line of the email and the pharmacy ODS code in the subject line). For example a DSP contractor with an ODS code AAA001 will need to submit an email with the subject heading ‘CPPQFEB AAA001’.

Failure to add the ODS code or ‘CPPQFEB’ in the subject line will result in the email not being recorded in the NHS BSA summary report of DSP contractors who have achieved this gateway criterion. If the pharmacy does not appear on the report, it may result in the DSP contractor having to submit evidence to validate their claim that they meet the gateway criterion.

Even if a DSP contractor informed the NHS website service desk that they have uploaded their latest CPPQ results to their website for a previous declaration they will still be required to email the NHS BSA Provider Assurance Team with a link to the appropriate page as stated above to inform them of this for this February 2019 review point.

Template documents

A template worksheet and report for publication on the DSP’s website have been developed to collate and analyse the responses received in the CPPQ. Both documents can be found on the CPPQ page of this website.

The declaration process

Contractors will be required to confirm through the NHS BSA online declaration page (the portal will go live on Monday 4th February 2019 at 9am and will be available until Friday 1st March 2019 at 11.59pm) that they have uploaded their latest CPPQ results to their NHS website profile.

DSP contractors will be required to declare through the NHS BSA online declaration page (the portal will go live on Monday 4th February 2019 at 9am and will be available until Friday 1st March 2019 at 11.59pm) that they have uploaded their latest CPPQ results onto their website which is accessible via the NHS website.

Validation of criterion

Contractors are advised to check the validation report, to be published on the NHS BSA website, that they have met the CPPQ criterion. This report will be published regularly during the declaration period (the declaration schedule will be posted on the NHS BSA website by 30th November 2018).

The report will highlight which pharmacies have successfully published their CPPQ results at the time the report was collated. Contractors not on this list will have to either review their entry to ensure the CPPQ is correctly identified or upload their latest CPPQ results as detailed above.

FAQs

FAQs on the Quality Payments Scheme are available on the Quality Payments – FAQs page.

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