Once your assessment is complete, there are still a few steps to take before your pharmacy’s accreditation or reaccreditation can be confirmed

The date of your assessment will impact the actions required to finalise your assessment.

Assessments completed after 1 October 2020 relate to the Quality Care 2020 framework and have new processes in place to close corrective actions.

Assessments completed before 1 October 2020 relate to the 2011 Quality Care Community Pharmacy Standard and require you to complete your remedial actions in relation to that standard.

My assessment occurred after 1 October 2020

Once you have completed your Quality Care 2020 assessment on the QCPP Customer Portal there are three key steps to take to complete the process.

Check out the Quality Care 2020 Post Assessment Guide for more information.

Quality Care 2020 Post Assessment Guide

The Introducing Corrective Actions short course provides a detailed look at the new categories of corrective action and the process of responding to corrective actions, including completing a root cause analysis. The short course takes approximately 10 - 15 minutes to complete. Get started today!

Introducing Corrective Actions Short Course

For a quick overview of the root cause analysis process, check out the Completing a Root Cause Analysis Fact Sheet (1.30 min read) with examples of appropriate responses to a non-conformance.

Completing a Root Cause Analysis Fact Sheet

One of the most common causes of corrective action is a failure to redact personal information. Learn more about what is acceptable evidence in Protecting Private Information.

Protecting Privacy: How to Redact Information

Corrective Actions

Quality Care 2020 introduces Corrective Actions (previously known as remedial actions) which identify areas where improvements to a pharmacy’s systems, processes or procedures are required to eliminate causes of non-compliance and avoid possible long-term business practice failure.

Corrective Actions are divided into three categories (outlined below) based on the level of risk they pose to consumers and the pharmacy business.

Non-Conformance

  • Major risk
  • To remedy, pharmacies must provide a Root Cause Analysis within 60 days of receiving the interim report.

Remedial Action Required

  • Moderate risk
  • To remedy, pharmacies must identify a corrective action within 90 days of receiving the interim report.

Observation

  • Low risk
  • Positive observation or consideration for potential improvement
  • Only present in the on-site assessment model

Closing a non-conformance

When a non-conformance is issued, the pharmacy will have 60 days from the date the Interim Report is available to complete a Root Cause Analysis on the QCPP Customer Portal and close the non-conformance.

What is a root cause analysis?

A root cause analysis is used to further understand why the non-conformance occurred and identify how it will be prevented in the future.

To successfully complete a root cause analysis, your pharmacy must

  • Provide evidence of action to correct the incident
  • Identify why the incident occurred; and
  • Develop and provide evidence of how the risk will be prevented in future

For more support, complete the Introducing Corrective Actions short course or visit the Quality Care 2020 Knowledge Hub.

Closing a remedial action required

When a Remedial Action Required has been issued, the pharmacy will have 90 days from the date the Interim Report is available to provide evidence on the QCPP Customer Portal and close the corrective action.

Corrective Action Review

Should you wish to dispute a corrective action you can do so by submitting a Corrective Action Review Request on the QCPP Customer Portal. Your request will be reviewed by the QCPP Interpretations and Rulings Panel within four weeks. If you are not satisfied with the outcome of your Corrective Action Review Request, you may lodge an appeal by emailing help@qcpp.com.

Remedial Action Required Extensions

If you require more time to complete your remedial actions required due to extenuating circumstances, you may apply for an extension on the QCPP Customer Portal. Please note this may impact your eligibility for certain CPA payments and contractual arrangements. Please note extensions are not available for non-conformances.

My assessment occurred before 1 October 2020

Remote assessments

If you have just completed your assessment remotely, there are three key steps take in order to finish the process. View the table explaining the steps in more details.

Remedial actions

NOTE: This process only applies to pharmacies assessed under the on-site model. If you were assessed remotely, please refer to the table in the link above.

At the end of your on-site assessment, you may have received some remedial actions, or non-conformances, that you will need to address before your pharmacy's accreditation can be processed.

You will need to send evidence of how you have addressed the remedial actions directly to EY by emailing qcppremedials@au.ey.com. You have up to 90 days from the date of your assessment to send EY your evidence, however, it's best to send in your evidence as soon as possible to ensure it can be processed before the deadline.

Remedial action extension
If you have any outstanding remedial actions 90 days after the assessment date, your pharmacy may be issued a Failure to Complete and will have to undergo and pay for another assessment. In exceptional circumstances, if you are unable to complete your remedial actions within 90 days, you can apply for an extension by completing a Remedial Action Extension Request form.

Remedial action review
If you wish to dispute a remedial action issued, please complete a Remedial Review Request on the QCPP Customer Portal and the QCPP Interpretations and Rulings Panel will assess your application. If you are not satisfied with the outcome of your Remedial Review Request you may lodge an appeal by emailing help@qcpp.com or completing a feedback form.

Completing your pharmacy's accreditation

Within 14 calendar days of your assessment date, EY will send you a QCPP Assessment Interim Report outlining any remedial actions identified during your assessment. Once any remedial actions have been addressed, EY will send you an email confirming that all your remedial actions have been completed.

Around the time of your assessment date, you will receive your QCPP annual invoice. More information on QCPP's fees is available on our fees page.

Once EY has confirmed all your remedial actions have been completed and your annual QCPP invoice has been paid, we will post out to you your accreditation pack. The accreditation pack contains your accreditation certificate, accreditation schedule and window decal.