Quality Payments – Dementia Friends

Quality Payments – Dementia Friends

Community pharmacy contractors passing the gateway criteria will receive a Quality Payment if they meet one or more of the quality criteria. One of the quality criteria is:

‘On the day of the review, 80% of pharmacy staff working in patient facing roles are Dementia Friends (Alzheimer’s Society).

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.

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:

Total points for the February 2019 review point 2.5
Value of total points £80-160*

*The funding will be divided between qualifying pharmacies based on the number of points they have achieved. Each point will have a minimum value worth £32 and a maximum of £64.

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 – please read PSNC Briefing 054/18: Quality Payments – How to become a Dementia Friend (October 2018) which describes the process.

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 quality 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 have previously claimed for this quality criterion, they should review staff turnover to ensure that this criterion is still met. NHS England 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, each full or part-time member of staff working in roles listed above counts as one.

For example, if on 15th February 2019 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 (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 meet this quality criterion.


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

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.

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