COPD Support Service - Celebrating your success with our COPD Service

Monday, 1 April 2013
Your fantastic success in providing the COPD Support Service to your patients was celebrated this month. Pharmacists and staff from all four companies shared their experiences of delivering the service and the benefits it is bringing to them and their patients.

We heard about the obvious success of managing to recruit and retain patients for the service, and the clear benefits being seen by them as a result. But two other successes also became clear during the event.

First, patients who are being supported through the service are beginning to see the pharmacy team in a new light. Having been given help and support with their COPD, and feeling better for it, patients are having more engaged conversations with pharmacy staff about other aspects of their health and care.

At the same time, pharmacists are reporting that they are having much more productive and professionally engaged conversations with GPs and teams at local surgeries. These discussions may not always lead to changes being made to patients’ medicines, but they are being conducted on a professional-to-professional basis, increasing pharmacists’ satisfaction with their work.

These changes really show how much more there is to be gained from delivering the support that patients need with their medicines.

Our service continues to attract outside interest. Visitors from the PSNC and NHS Employers, who negotiate the pharmacy contract, will be visiting during April to see for themselves what we are achieving.

Discussions are being held on what happens next with the COPD Support Service. We should have more details for you next month.

What our patients think of the service

“Done really good actually. Starting to feel a heck of a lot better.”

“If you have a problem, you know you can ask these questions and [the pharmacist]

is not just there to fill the prescriptions.”

— Comments from COPD patients interviewed by researchers

COPD Support Service celebration event

Dan Corser, pre-registration pharmacy trainee at Boots Wallasey, describes his experience of the COPD Support Service at the celebration event at Village Hotel, Wirral, on 16th April. More pictures on p3.

Doing things better – top tips to help you

We can all learn from each other. We asked Nicky Grundy, who has been supporting Community Pharmacy Future for Rowlands Pharmacy to share the experiences of her pharmacy teams.

Rowlands Pharmacy, Moreton — our tips

  • Keep a separate diary for all your COPD patients; ensure a flag is placed on the PMR system to remind you ™™when dispensing.

  • If a patient misses an appointment, then chase them up as soon as possible. If it’s a man, then speak to the ™™patient’s wife about asking her husband to come back into the branch for the next review. Some men are very difficult to get back in!

Rowlands Pharmacy, Greenway Road — our tips

  • Keep an up-to-date list of all patients on the service. Phone patients just before they are due into the branch to re™™mind them about their COPD consultation. Place prompt flags on each patient’s records on the PMR system.

  • If you can’t get hold of a customer, then post a note to the customer’s house with the delivery driver to ask them ™™to contact the branch.

Rowlands Pharmacy, Princess Pavement — our tips

  • Involve the whole team in the process. Make notes on patients’ records in PMR system and put notes on each ™™customers’ file so they know when their next prescription is due.

  • Check the files every day. Put relevant patient records cards out in the dispensary waiting for the customer to ™™come into the branch.

Getting ready for patients’ six-month reviews

We are now getting towards the end of our data collection work. The six-month reviews with patients are vital, as it is the changes between the start of the service and this point which will be used to demonstrate the benefits and potential cost-savings to the NHS.

Please use the tips above to start thinking about how you will get ready for doing your six-month reviews, if you have not already started them.

You may want to start by making a list of all your patients and when they are due to have their six-month review. You can then tell your patients in advance about the review and its importance. Appointments can then be booked in and reminders sent out, as needed.

Don’t forget to thank your patients for their participation – we couldn’t have done it without them, just as we couldn’t have done it without all your hard work, too.

We will need all the data to be entered on to ESMAQ by the end of June. This will allow it to be analysed over the summer. We will then be able to present the results to pharmacy and NHS stakeholders in the autumn.

COPD Support Service celebration event

The full results of the Community Pharmacy Future project will not be known until all the data from the six-month reviews have been analysed.

However, independent researchers acting for the project have already spoken to small groups of patients to get initial feedback on the service. Some of these results were presented at the celebration event

Overall, patients have told us that:

  • The service was explained to them well™™

  • Nothing needs to be added or taken away from this™™

  • They are interested in the service™™

  • The initial assessment was useful to them™™

  • Medication reviews and support with improving inhaler ™™technique have been particularly benefitial

  • More could be done to improve the general health ™™information we give

  • Better information leaflets would be welcomed™™

  • Almost all patients were satisfied with the service, ™™finding it easy to understand and useful to them

  • They were also full of praise for pharmacy teams.

Progress report

At 19th April 2013, we had three-month review records entered on ESMAQ for:

COPD Support Service  |  232 patients  |  (Retention rate 81%)

Please can you ensure that all six-month reviews are entered on ESMAQ by the end of June.

The Case Finding Service will continue throughout the evaluation. At week 31 (19th April 2013) we had full records entered on ESMAQ for 239 patients

COPD Support Service celebration event

Heather Roberts from Lloydspharmacy, Grange Road, talks about working with other professionals

Habib Khan, from Rowlands Pharmacy, Parkfield, talks about the benefits of teamworking

Maria Karabouikis, Co-operative Pharmacy, Hoylake (right) spoke about how patients have benefited from the COPD service.

Certificates of appreciation

Colleagues from Lloydspharmacy receive their certificates of appreciation at the end of the event

April 2013 edition 
The Community Pharmacy Future project is a collaboration between
Well Pharmacies
Lloyds Pharmacy
Rowlands Pharmacy a company of the PHOENIX group