From Thursday 1 October 2020, Quality Care 2020 is the accreditation framework for quality in community pharmacy.

In March 2020, as a result of the COVID-19 pandemic, QCPP transitioned to a streamlined remote assessment model. During the transition, QCPP was committed to reviewing the program regularly and listening to feedback from the industry to make continuous improvements to the program.

Following the positive feedback on the remote assessment model and the ongoing uncertainty caused by COVID-19, QCPP will continue conducting assessments remotely as we transition to Quality Care 2020 in October.

QC2020 Timeline

Preparing for your assessment

If your accreditation date is on or after Thursday 1 October 2020, you will be assessed under Quality Care 2020 via a remote assessment.

We encourage pharmacies to prepare in the same way they would for an on-site assessment. The Quality Care 2020 Knowledge Hub is your one-stop-shop for resources, references, frequently asked questions, support videos and more, designed to help you understand the new Requirements and prepare for your assessments.

Download QC2020 Remote Assessment Preparation Checklist

Visit the Quality Care 2020 Knowledge Hub

Pharmacy Business & Career Network Podcast

In this episode of the Pharmacy Business & Career Network Podcast, we are joined by Chloe Hennessy, QCPP National Manager, and Simon Blacker, Community Pharmacist and Chair of the QCPP Working Group to learn more about the Quality Care 2020 program.

Corrective Actions

There are new levels of Corrective Actions (formerly known as remedial actions) under QC2020 which have been updated to align with accreditation best-practice and promote Continuous Quality Improvement (CQI) within your pharmacy.

Corrective Actions 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.

Under the Quality Care 2020 program, Corrective Actions are divided into three categories (outlined below) based on the level of risk they pose to consumers and the pharmacy business.

QC2020 Corrective Actions

Addressing Corrective Actions

All Corrective Actions must be addressed by the pharmacy post-assessment to rectify and eliminate recurring non-conformance to the standards within the specified timeframes. 

Accreditation will not be granted until corrective actions have been rectified.

Frequently Asked Questions

General

How to remote vs onsite assessments differ?

Assessments conducted remotely have been developed as a streamlined and flexible process, designed to assess a range of high-risk areas across your pharmacy. An assessor will not visit your pharmacy in person, however, you are still required to provide evidence virtually, to demonstrate your ability to meet the standards.

Can I request a reaccreditation extension for my remote assessment?

In most cases, an extension will not be necessary as the remote assessment process has been developed as a flexible, streamlined process.

Under exceptional circumstances, you can request to be assessed after your reaccreditation date by submitting a Request for Reaccreditation Extension to QCPP.

What happens if my pharmacy does not complete a remote assessment?

If your pharmacy is due for reaccreditation and you do not complete the remote assessment within 3 months of your reaccreditation date, your pharmacy accreditation will lapse.

When submitting evidence online, what do I need to de-identify?

To comply with privacy laws, you must de-identify personal information on the evidence you are submitting as part of your assessment.

If the information is unique to an individual or can allow one to find/trace/contact/identify an individual, it is not acceptable.

You must block out identifiable information prior to submitting your evidence. For more information, visit Protecting Personal Information.

Pre-assessment

How do I schedule my remote assessment?

You will receive an email from EY, QCPP’s assessment partner, to arrange a suitable time for a remote assessment.

How long will my assessment take when being conducted remotely?

You are able to complete your remote assessment at any point throughout a scheduled 7-day timeframe.

How should I prepare for my assessment?

We encourage pharmacies to prepare in the same way they would for an on-site assessment.

The Quality Care 2020 Knowledge Hub is your one-stop-shop for resources, references, frequently asked questions, support videos and more, designed to help you understand the new Requirements and prepare for your assessments.

Initial assessments

My pharmacy is new to the QCPP program, is the process different for initial assessments?

There are a few additional steps involved in an initial assessment. As this is your first QCPP assessment, you will be required to provide some visual responses (e.g. via video call) in response to some QCPP Requirements.

What if I cannot access the appropriate software for visual inspection?

Your QCPP assessor will work with you to conduct a visual inspection on necessary areas of your pharmacy.

In the instance a visual inspection cannot be carried out, you will receive a remedial action, which must be closed before you can receive QCPP accreditation.

How do I know what areas of my pharmacy will need a visual inspection?

Your QCPP assessor will take you through the visual evidence required during the assessment.

Post assessment and Corrective Actions

What is a Corrective Action?

Corrective Actions 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.

What is the difference between a Non-Conformance, a Remedial Action Required and an Observation?

Under Quality Care 2020, Corrective Actions are divided into three categories 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 their assessment.
  • Remedial Action Required
    • Moderate risk
    • To remedy, pharmacies must identify a corrective action within 90 days of the assessment.
  • Observation
    • Low risk
    • Positive observation or consideration for potential improvement

What is Root Cause Analysis?

A Root Cause Analysis is used to further understand and provide an explanation as to why the non-conformance occurred and identify the actions are required to prevent it from happening in the future.

When a Non-Conformance is identified, a Root Cause Analysis must be actioned within 60 days of an assessment on the QCPP Customer Portal.

Coming soon

The QCPP website and Quality Care 2020 Knowledge Hub will continue to be updated with more information, resources and support as we prepare to transition to Quality Care 2020 in October. Keep an eye out for:

  • QC2020 assessment model
  • Frequently asked questions
  • Corrective action support
  • Webinars

Remote assessment pharmacy feedback

I think the remote set up of the assessment was fantastic. It really suited our pharmacy. Due to the busy nature of pharmacy and especially being in a remote part of Australia where it is hard to get pharmacist cover, the remote process of assessment was much better suited to us.

I was very satisfied how things were conducted remotely, I think the new version will be a lot easier to work with.

The process of remote assessment was so good, I really liked it and I think it would be a preferred way to do it in the future

Support

If you have any questions, please email help@qcpp.com or phone the QCPP Helpline 1300 363 340 to speak to a member of the QCPP Support Team.