Quality Payments – Dementia Friends

Quality Payments – Dementia Friends

The Quality Payments Scheme has now ended for 2017/18. The review points have now passed and contractors can no longer claim payment for the scheme. 

No decisions have been made by the Department of Health and NHS England on the future of the Quality Payments Scheme beyond 2017/18. 

Community pharmacy contractors passing the gateway criteria will receive a Quality Payment if they meet one or more of the quality criteria. The Department of Health has weighted these based on an assessment of the difficulty of achieving them and the benefit to patients for doing so, with each criterion being designated a number of points.

One of the quality criteria is:

‘On the day of the review, 80% of all pharmacy staff working in patient facing roles are trained ‘Dementia Friends’.


Click on a heading below for more information.

NHS England guidance

NHS England has published new guidance ahead of the November review point of the Quality Payments Scheme:

  • NHS England – Pharmacy Quality Payments Guidance for the November 2017 declaration (published 2nd October 2017)

The November guidance, should be read in conjunction with NHS England’s gateway criteria guidance and the quality criteria guidance which was issued ahead of the April review point:

  • 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).

All three documents are available on the NHS England website.

PSNC strongly encourages all contractors to read the new NHS England guidance, as well as the previous guidance, to ensure they are fully briefed on the requirements of the Quality Payments Scheme ahead of the November review point.

Dementia Friends

The Dementia Friends initiative is about giving people an understanding of dementia and the small things that could make a difference to people living with dementia in their community. It has been developed by the Alzheimer’s Society, is supported by Public Health England (PHE) and forms part of the Prime Minister’s Challenge on Dementia.

Quality criterion points and value

The value of this quality criterion is as follows:

Number of review points at which it can be claimed Two
Points at any one review point 5
Total points over the two review points 10
Value of total points £640

Aim/rationale of this quality criterion

The aim of this quality criterion is to help patient-facing pharmacy staff to learn a little more about what it is like to live with dementia and small ways we can all help people living with dementia and their carers. They can commit to turning that understanding into action in their day-to-day role in the pharmacy. These small actions by patient-facing pharmacy staff throughout the whole of England will make a huge difference to the lives of those living with dementia.

How to achieve this quality criterion (includes PSNC resources)

Many staff, including locums, may already have become Dementia Friends. There is no need to become a Dementia Friend again for this quality criterion.

There are various routes by which people can become a Dementia Friend and step by step instructions for each route are outlined in PSNC Briefing 073/16: Quality Payments – How to become a Dementia Friend.

For organisations

For individuals

  • Individuals can register through the organisation route by either using the unique code from a pharmacy they are working in or by registering as an organisation using their name and the words ‘Pharmacy Locum’ e.g. ‘Jane Smith Pharmacy Locum’; or
  • Attending a face-to-face Dementia Friends Information Session – some LPCs or CPPE Regional Tutors may be planning to hold these events so consider contacting these organisations if you would like to attend a face-to-face session.

It is advisable that contractors seeking to achieve this criterion should aim to ensure that all staff who work in roles where they deal with patients (e.g. pharmacists, pharmacy technicians, dispensary staff, counter assistants and delivery drivers) become Dementia Friends. The requirement for this quality criterion is that at least 80% of pharmacy staff in patient facing roles are Dementia Friends on the day of the review; this includes locums, so contractors should encourage temporary staff, such as locum pharmacists, to become Dementia Friends.

Contractors should keep evidence that staff have become Dementia Friends. If staff have registered through the organisation route, this could be a copy of the email sent to request Dementia Friend badges.

If contractors are claiming this quality criteria for the second time they should review staff turnover to ensure that this criterion is still met. NHS England would advise that any new patient facing staff should routinely, as part of their induction, be advised to become a Dementia Friend.

Patient-facing pharmacy staff

Pharmacy staff with a patient-facing role should include all registered pharmacy professionals, all pre-registration graduates, everyone working in the dispensary, all medicines counter assistants and all delivery drivers (it also includes locums). Contractors may also have other staff that can be identified as having patient-facing roles. Although it is not required for the quality payment, NHS England would encourage all pharmacy staff to become Dementia Friends.

In order to calculate the total number of staff working in patient-facing roles in the pharmacy on the day of the review (i.e. 24th November 2017), each full or part-time member of staff working in roles listed above counts as one.

For example, if on 24th November 2017 the following staff are working at the pharmacy:

  • One locum pharmacist – 1
  • One pharmacy technician – 1
  • Two full-time delivery drivers – 2
  • Two part-time medicines counter assistants – 2

In this example, the total number of patient facing staff working on the day of the review is six. Therefore at least five of those staff must have become Dementia Friends in order to meet the quality requirement.

Record sheet

PSNC has created a record sheet which contractors can choose to use to keep a record of their staff members and temporary staff, such as locums, that have become Dementia Friends.

Dementia Friends Record Sheet (Word)

Dementia Friends Record Sheet (PDF)

The declaration process

Contractors will be required to declare through the NHS BSA online declaration page that they meet this quality criterion.

Frequently asked questions

Further FAQs on Dementia Friends can be found on the Dementia Friends website.

Dementia Friends has also produced an FAQ document to assist pharmacy team members with any issues.

Q. How do I become a Dementia Friend?
There are various routes by which people can become a Dementia Friend and step by step instructions for each route are outlined in PSNC Briefing 073/16: Quality Payments – How to become a Dementia Friend

For organisations

For individuals

  • Individuals can register through the organisation route by either using the unique code from a pharmacy they are working in or by registering as an organisation using their name and the words ‘Pharmacy Locum’ e.g. ‘Jane Smith Pharmacy Locum’; or
  • Attending a face-to-face Dementia Friends Information Session – some LPCs or CPPE Regional Tutors may be planning to hold these events so consider contacting these organisations if you would like to attend a face-to-face session.

Q. Are part-time staff included in the quality payment criterion ‘On the day of the review, 80% of all pharmacy staff working in patient facing roles are trained Dementia Friends?’
Yes. This quality criterion applies to all pharmacy staff working in patient facing roles. The number of hours a member of staff is employed for is not relevant for this quality payment criterion.

Q. One of the quality criterion states that at least 80% of pharmacy staff in patient facing roles are Dementia Friends on the day of the review; does this include locums?
Yes. The 80% of pharmacy staff in patient facing roles includes locums, so contractors should encourage temporary staff, such as locum pharmacists, to become Dementia Friends.

Q. My pharmacy team have all become Dementia Friends but we haven’t received our Dementia Friends badges yet. Will we still meet the quality criterion if our badges have not arrived by the April review point?
Yes, if the pharmacy team has watched the online videos and submitted their details to Dementia Friends as stated in PSNC Briefing 073/16: Quality Payments – How to become a Dementia Friend, the pharmacy will still meet the quality criterion. Dementia Friends badges are not required to meet the quality criterion.

The Alzheimer’s Society has seen an increase in the number of pharmacy teams becoming Dementia Friends since the introduction of the Quality Payments Scheme and therefore the number of requests for Dementia Friends badges has also increased. Due to this increase in demand, the processing time of posting out Dementia Friends badges has increased and it may therefore be a number of weeks before your pharmacy team receive their Dementia Friends badges.

Q. The Dementia Friends criterion requires on the day of the review, for 80% of all pharmacy staff working in patient facing roles to be Dementia Friends. For distance selling pharmacies (DSPs), does this only require delivery drivers to become Dementia Friends as they may be the only member of staff who has a patient facing role
No. The criterion for pharmacy staff in patient facing roles would also apply to pharmacists (including locums), pharmacy technicians, dispensary staff, medicines counter assistants, etc. DSPs can provide Advanced and Enhanced Services on the premises (as well as Medicines Use Reviews (with permission from the local NHS England team) away from the pharmacy premises), if Essential Services do not form part of the Advanced or Enhanced Service provided to persons present at the pharmacy. Therefore, these members of staff could be patient facing and the criteria would apply to them.

More Frequently asked questions (FAQs) on Quality Payments can be found on the Quality Payments – FAQs page of the PSNC website.

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