– Quality Payment Scheme update – claim for Nov 2017


In September 2017, a new Quality Payment Scheme was announced for the remainder of the 2017-18 financial year.

The new scheme has a review point in November 2017 and several revisions from previous scheme criteria.




The Quality Payments deadline of 24th November is forthcoming.

If you are part of a group or chain please check with your area managers or head office first.

The declaration needs to be made online via NHS BSA opening on 13TH November and closing on 8TH December 2017 via the NHS Business Services Authority (NHS BSA) website.

All PSNC guidance to the QPS is available at:

PSNC webinar

A webinar lasting 30 minutes to help you achieve QPS  is now available:

action: watch the webinar ( there are some changes so please ensure you watch this as soon as possible)

Key Documents : Action : must read documents

NHS England guidance:

Quality payment guidance PSNC summary (containing all links to the relevant documents)

Summary of Progress LLR

Overall engagement of community pharmacies nationally with the QPS has been over 90%, including LLR; however there are still 20 Pharmacies who have not engaged in LLR at all. I encourage everyone to engage to ensure a sustainable future for community pharmacies overall.

1.Gateway criteria

To be eligible to claim payments under the scheme pharmacies must first meet four gateway criteria:

  1. Provision of at least one specified advanced service. (NHS BSA are cross checking declarations so please ensure you keep evidence and are claiming for advanced services from NHS BSA to be eligible )
  2. NHS Choices entry up to date (note: make sure you update all three sections and keep screenshots or pictures as evidence)
  3. Ability for staff to send and receive NHS mail (note: please ensure your NHS mail is active and use it to send some emails, otherwise it will become inactivated and you will not meet the entry gateway criteria. Please also keep your passwords safe)
  4. Ongoing use of the Electronic Prescription Service

Note: Pharmacies without a private consultation area are unable to meet these requirements.

I would advise you to keep evidence of your having achieved the gateway criteria and quality payment (emails, screenshots, photos, reports, training certificates etc in case there is a query)

Important updates


1. DoS update

Community pharmacy contractors are reminded that to meet the DoS quality criterion of the Quality Payments Scheme, contractors should edit or confirm the information about their pharmacy is correct on the Directory of Services (DoS) profile updater by 11:59pm on 24th November 2017 to meet the quality criterion. This process is the same for ‘bricks and mortar’ pharmacies and distance selling pharmacies.

NHS England has been working with NHS Digital since the April 2017 review date to develop an improved DoS profile updater (previously known as the DoS Checker tool) for the November review point.

Guidance and a video on how to edit or confirm the information about a pharmacy is correct is available on the DoS profile updater website (these can also be accessed by clicking on ‘Help’ at the bottom of the screen on the DoS profile updater homepage). Contractors are strongly advised to read the guidance and/or watch the video to ensure they fully understand how to meet the quality criterion.

Once the details on the DoS profile updater have been submitted, the contractor will receive an email to confirm this. This email should be retained as evidence of meeting the DoS quality criterion.

The email should be received instantaneously after submitting the information on the DoS profile updater; however, please allow up to two hours for the email to be delivered. If the email is not received after this time period, please check your junk/clutter folders to ensure the email has not been inappropriately filed in this folder. If this is not the case, please email: Exeter.helpdesk@nhs.net for further advice.

2. HLP update

Pharmacies becoming Healthy Living Pharmacies for the first time

Pharmacies becoming HLPs for the first time will need to register on the RSPH online register by completing the assessment of compliance once they have met the requirements of a HLP Level 1 as defined by Public Health England.

The RSPH online register has been commissioned by PHE and is only open to those pharmacies that have undertaken the profession led self-assessment process and have not been previously accredited as an HLP. This online register is a pilot and is open to a limited number of pharmacies for a limited period of time.

The declaration process

Action: Please make your declaration this week for your HLP on the RSPH website.

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

Key Actions this week from the Pharmacy Complete update – you must do this this week as it takes two weeks to process and therefore you must do this to ensure you have your accreditation to claim for the quality payment. This is essential to do ASAP.

1.Review and collate your evidence

2. Visit the RSPH website and go through parts 1, 2 and 3 to make your declaration – do this by the 10th November

3. Include a short description of the evidence you have collated

4. Make sure the pharmacist making the declaration enters their correct GPhC number and e-mail address to avoid any delay

5. When you have confirmation of HLP accreditation from the RSPH (this can take up to 2 weeks) only then you can claim your Quality Scheme payment from NHS England

6. Celebrate the achievement and think about how you can sustain and develop your work to deliver ongoing benefits to for both your community and your pharmacy

3. Dementia friends

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.

The areas engaged with the least were as follows which means there is opportunity to maximise your QPS

1.Around 52% engaged with the safety report nationally (There is a national toolkit produced by PSNC  which will make this really simple to achieve)

2.Around 89% engaged with safeguarding nationally ( please ensure safeguarding training is completed via CPPE)

3.Around 74% with CPPQ nationally (I will outline details below)

4.Around 15% with HLP nationally ( hopefully LLR contractors are well on their way to achieve HLP status) please note : please register on the RSPH website to apply for HLP accreditation as soon as you can to ensure this is completed in advance as some time may be needed for processing)


2.Patient Safety Reports (£1280 claimed once in April or November )

“Written safety report at premises level available for inspection at review point, covering analysis of incidents and incident patterns (taken from an ongoing log), evidence of sharing learning locally and nationally, and actions taken in response to national patient safety alerts.’

Link : http://psnc.org.uk/services-commissioning/essential-services/quality-payments-patient-safety-report/


The written safety report should be specific to each individual pharmacy and should be a summary that reflects the events taking place in that pharmacy. Contractors are encouraged to work with other pharmacies to share their learning.

Action : Please ensure you keep up to date with these

Link to safety alerts and recalls etc ; advice and guidance on patient safety and MHRA patient safety updates which may help you:

In order to meet this quality criterion, contractors should:

  • collate incidents and near misses from an ongoing log;
  • analyse these and look for patterns;
  • reflect on the learning from these;
  • take actions to minimise future risk from repeated errors; and
  • share their learning (both locally and nationally).

This should then be documented in a written patient safety report. Incidents to be included in the report should include errors or near misses that involve medication that have caused patient harm or had the potential to do so. Errors picked up early in the dispensing process or documentation errors would therefore not be included.

The report must also include evidence of specific actions taken by the pharmacy in response to local errors and national patient safety alerts issued by the Central Alerting System.

You can find out more about Patient Safety Alerts on the NHS England and NHS Improvement websites.

PSNC Resources

PSNC, the Community Pharmacy Patient Safety Group and NHS Improvement have created the below templates, which contractors may choose to use to create their report; these templates are also included in Annex 1 of the NHS England guidance on the quality criteria.

The report does not need to be submitted to NHS England routinely but contractors should ensure that a copy of the report is kept in the pharmacy.

Examples of completed monthly and annual forms can be found below:

Completing the written report

PSNC and the Community Pharmacy Patient Safety Group have published a resource which explains how contractors can use the monthly and annual template patient safety reports to meet the quality criterion and lists questions and examples which pharmacy teams can consider to help them complete the report.

3.Safeguarding (value £640) 5 points at April and November claim point

‘On the day of the review 80% of registered pharmacy professionals working at the pharmacy have achieved level 2 safeguarding status for children and vulnerable adults in the last two years.’

Level 2 safeguarding training may be available to pharmacy staff via local training sessions organised by Clinical Commissioning Groups, NHS England, local authorities or other providers, including in-house training.

Alternatively, the CPPE Safeguarding children and vulnerable adults e-learning and e-assessment meets the level 2 requirements.

Staff should retain proof that they have completed the training (such as a certificate of completion). Where no suitable evidence is provided, staff could complete the CPPE e-assessment in order to obtain evidence of having acquired the necessary knowledge to meet the level 2 requirements. Contractors should ensure that evidence of this training is kept within the pharmacy; the certificates do not need to be submitted to NHS England.

Training must have been completed within two years of the review date, so for the November review point on 24th November 2017 this means from 25th November 2015 to 24th November 2017.

Staff who have completed the previous version of the CPPE e-learning (or learning via another route), before 25th November 2015 for the November review point, will need to successfully compete an assessment to obtain evidence that their knowledge is up to date. This could be the CPPE e-assessment and it may be necessary for them to undertake additional training in order to refresh their knowledge.

Record sheet

PSNC has created a record sheet which contractors can choose to use to keep a record of their pharmacists and pharmacy technicians, that have undertaken level 2 safeguarding training. Contractors should keep a copy of any certificates that staff receive once they have completed the training and assessment as evidence of compliance with this quality criterion.

4. CPPQ  (Claimed once at April or November – £320)

On the day of the review, the results of the Community Pharmacy Patient Questionnaire from the last 12 months is publicly available on the pharmacy’s NHS Choices page or for distance selling pharmacies it is displayed on their website and the NHS Choices service desk has been notified as per the NHS England guidance document, “Pharmacy Quality Payments – Quality Criteria Guidance


The Questionnaire

The questionnaire needs to be accompanied by an explanation to the patient as to what it is for, how to complete it, options for it to be returned and what will be done with the responses provided. This information may be provided verbally, but it would generally be beneficial to provide this in writing to the patient. Suggested wording, which may be personalised by pharmacy contractors is provided below:

Optional Information Governance question

In 2010/11, Level 3 requirements were added to the NHS Information Governance arrangements (requirement 212 and 214) which require pharmacies to check that patients understand their consent choices and feel that their wishes are respected and to check that patients trust the pharmacy to hold information securely. Evidence of meeting these requirements could be achieved by adding questions to the annual CPPQ; suggested wording is outlined below:

    1. After you receive services or advice from us, we may retain some of your health information so that we’re best placed to help when you next visit the pharmacy. We always ensure this information is safely stored and kept absolutely confidential. Are you happy with our procedures or do you have any concerns? Yes/No
    2. In certain circumstances, the pharmacy may need to ask your consent to share your data with another healthcare professional to support your care. We will never pass on your health information without your express permission. Has the pharmacy ever asked for your consent like this? Yes/No
    3. If yes, do you feel your wishes were respected? Yes/No

Analysing the results

To assist pharmacy contractors with the basic collation of the raw data from the questionnaire and analysis of the results, PSNC has produced a worksheet and a template report for publication which you can download by clicking on the links below.

5. SCR ( Summary Care Record Access)

‘On the day of the second review, the pharmacy can demonstrate a total increase in access to Summary Care Records (from Monday 3 October 2016 to Sunday 30 April 2017 compared to Monday 1 May 2017 to Sunday 26 November 2017).

Where the pharmacy can demonstrate total access to Summary Care Records of 100 times or more in both period 1 (Monday 3 October 2016 to Sunday 30 April 2017) and period 2 (Monday 1 May 2017 to Sunday 26 November 2017) they will have been deemed to have met this criterion whether there has been an increase or not.’

I would encourage you to all drive utilisation of SCR.

SCR can be used to check repeat medicines; eligibility for flu vaccination and also emergency supplies so there are many opportunities to use it.

Using SCR will support us to have further access to more information in the future.

Using SCR in community pharmacy means:

  • fewer referrals to other NHS care settings
  • a reduced need for phone calls to GP practices
  • fewer prescribing errors
  • reduced patient waiting times and improved service for patients

Because of these benefits, the use of SCR is a factor in funding for community pharmacies.

When to use SCR

For community pharmacy, there are three main scenarios where you can use SCR so that you don’t have to phone the GP practice before serving the patient, or refer them to an out-of-hours service if the practice is closed.

Emergency supply

If a patient visits the pharmacy asking for an emergency supply of their medication, you can check their SCR to confirm what to prescribe, the dosage and frequency.

Download a storyboard showing Using SCR in community pharmacy for emergency supply [389.21Kb]

Adverse reactions

If a patient can’t remember their allergies, you can check their SCR to make sure the medication you are giving them is safe for them to take.

Download a storyboard showing Using SCR in community pharmacy to check adverse reactions [568.06Kb]

Self-care – providing vaccinations and other services

If a patient asks for a free flu vaccination or another pharmacy-provided service, you can check their SCR to make sure they are eligible, and provide the service immediately. (If you provide a vaccination or other treatment, you will still need to inform the practice so that they can update the patient’s record.)

Download a storyboard showing Using SCR in community pharmacy for patient self-care [1.37Mb]

One page factsheet from the RPS providing guidance on when to use SCR

6. NHS Choices

On the day of the review, the NHS Choices entry for the pharmacy must be up to date.’

Contractors are required to edit or validate THREE sections of their NHS Choices profile to meet the gateway criterion between 00:00 on 11th September 2017 and 11.59pm on 24th November 2017. The THREE sections are:

  • their opening hours;
  • the facilities the pharmacy provides; and
  • the services the pharmacy provides.

All three sections will need to have been edited or validated for the contractor to meet the NHS Choices gateway criterion, which is a requirement, to be eligible to then claim for a Quality Payment based on the quality criteria they meet. Even if all three sections are correct, contractors will still need to log into their profile and validate this information during the above time period.

Contractors who plan to declare to the NHS Business Services Authority that they are offering either Medicines Use Reviews or the New Medicine Service or both services under the Advanced Services gateway criterion must also ensure that the service is visible on their NHS Choices profile.

Even if contractors have recently edited or validated their NHS Choices profiles, they will need to do this again, within the above time period, to ensure they meet the gateway criterion.

Once a contractor has updated the three sections of their NHS Choices profile, it is advised to visit the patient facing page of their NHS Choices profile. By doing this, an additional check can be carried out to ensure the information and the dates listed on the page (which show when the sections were last updated) have changed to the date when the contractor edited and/or validated their profile. If possible, taking a screen shot of the three sections once they have been edited and/or validated would also be useful so this information can be retained as evidence of having met the gateway criterion.

Any inaccuracies between a contractor’s NHS Choices profile and their contractual opening hours, facilities and the services provided is the responsibility of the contractor.

As this is a gateway criterion, an inaccurate NHS Choices profile may then jeopardise the entire payment claimed for under the Quality Payments Scheme.

A User Guide for managing NHS Choices profiles to support the Quality Payments Scheme is available on the NHS Choices website.

Any queries or lost passwords and further details please go to;

Good Luck and well done to all of you for your achievements and engagement with HLP

If you have any health promotion zones and pictures etc and stories you wish to share – please send to me so I can add to website, twitter and newsletters

Best Wishes