In response to the COVID-19 pandemic, QCPP will begin conducting remote assessments in May 2020.

Community Pharmacies play a vital role in providing accessible health services to all Australians throughout the COVID-19 pandemic. Maintaining compliance and quality standards throughout this time is more important than ever.

With that in mind, it is important that QCPP assessments are not suspended indefinitely, but we adapt and innovate to ensure the ongoing integrity of our services to the community.

Therefore, QCPP will begin conducting assessments remotely from Friday 1 May 2020.

This will occur via a streamlined assessment process ensuring compliance across a range of high-risk areas that we feel is at an appropriate level and achievable for pharmacy, ensuring the integrity of your pharmacy is maintained whilst allowing time for you to focus on your role.

If you received an extension for your assessment as a result of the COVID-19 pandemic or your accreditation date is coming up, you will soon be contacted to schedule a QCPP Assessment remotely.

Stakeholder Updates

April 2020 - Remote Assessments

On Thursday 9 April 2020, QCPP hosted a virtual Stakeholder Information Session on the new remote assessment process, including an overview of QCPP’s pandemic response plan, the remote assessment model, implications on Quality Care 2020 and ongoing engagement.

Catch up on the session in the full recording or view the presentation slides online.

July 2020 - Remote Assessments, QCPP Customer Portal, Quality Care 2020

On Thursday 2 July 2020, QCPP hosted a virtual Stakeholder Update on Remote Assessments, the QCPP Customer Portal and Quality Care 2020.

You can catch up via the full recording or view the presentation slides online.

Remote Assessment Process

To help you prepare for your assessment, read the pre-assessment checklist, which breaks down key steps in the remote assessment model.

Download pre-assessment checklist

Remote assessment process

Timeline

Assessments commenced remotely in May 2020. If your pharmacy’s accreditation date is coming up, check out the Communications Map for a detailed look at when you can expect to hear from us.

QCPP Remote Timeline

Frequently Asked Questions

General

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Why is QCPP conducting remote assessments?

As a result of the COVID-19 pandemic, it is not appropriate or safe for QCPP to conduct on-site assessments for pharmacies seeking accreditation at this time. However, it is important to ensure pharmacies are able to meet the QCPP requirements to remain accredited during this time. To maintain the integrity of your pharmacy’s accreditation, QCPP will be conducting assessments remotely.

How do remote vs onsite assessments differ?

Assessments that are being 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.

Which version of the Quality Care Requirements will I be assessed under?

Your reaccreditation date determines which requirements you will be assessed under.

If your accreditation date is on or before Wednesday 30 September 2020, you will be assessed under the current QCPP Requirements (2011 version).

If your accreditation date is on or after Thursday 1 October 2020, you will be assessed under the new Quality Care 2020 Requirements.

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.

Information and Technology solutions for remote assessments

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Internet Connectivity

Internet connectivity in my area is poor. Will this make it difficult to conduct the remote assessment?

The remote assessment requires internet connectivity; however, the majority of the assessment will consist of document upload and telephone capability. This means documents can be uploaded at times that suit the pharmacy and hence if there is an internet reliability issue, then the assessment can be paused and continued at a later time. Documents can be uploaded anytime during the assessment window, and from any location, you can access the internet.

What if a visual assessment is required?

Pharmacies undergoing an initial assessment are required some visual elements in their responses (e.g. a video call). You can work with your assessor to organise a time that will work best for your situation. Often off-peak times will have much better internet capability then peak time. You can also try using a mobile device as these run on different networks that can be more reliable.

As an alternative, you may wish to ask for a solution from QCPP e.g. postal delivery of mobile internet unit. Be sure to make any request for equipment at least two weeks prior to your assessment.

Equipment

I do not have a scanner, how can I copy and upload documents?

If you have documents already on your computer you can upload these directly into the portal, there is no need to print and then upload.

If you only have hard copy documents, you can use your mobile phone camera to take a picture and upload

What if I don’t have a webcam or microphone on my computer?

The majority of the assessment will consist of document upload and telephone capability unless there is a visual component. In this case, you can use a mobile device (mobile phone or tablet) to conduct the visual component.

Uploading documents

Can I upload multiple documents at once via a Zip file?

Yes, you may, however, documents must be submitted against the relevant checklist question. Assessors will not consider evidence uploaded against the wrong assessment question. If there are any access issues, please advise the assessment team.

I want to convert my documents to PDF before uploading but don’t know-how

There is no requirement to convert files or images to PDF, however if you wish to do so via:

  • Desktop/Laptop: Files can be converted when saving files. Use the “Save As” feature and choose “PDF” as the file type.
  • Mobile phone/Tablet: There are plenty of mobile apps available that can modify your documents to PDF. Some include Google Drive, Office Lens, CamScanner, Genius Scan, Scanable, FineScanner etc.

Can I redact private information from documents on my computer?

Yes, you can, this feature exists on Adobe PDF or you may use editing tools to redact information. For more information, please visit Protecting Personal Information.

How do I know if my documents have been successfully uploaded?

To upload a document against a question you will need to click on the Upload Evidence button. If no documents have been attached there will be a blue box saying “No files have been uploaded”

Example:

No file example

If you can see the file name under the Upload Evidence button and the blue box is no longer displaying then the upload has been successful and the evidence has been saved to the QCPP system.

Example:

File upload successful example

How do I review documents I have uploaded?

Click on the download button next to the document name that you wish to review to download a copy of the evidence you have supplied and review its content.

Example:

Review document example

How do I delete documents I have uploaded?

To delete uploaded documents, click the trash can icon to the right of the name of the document you have uploaded. This function can be used to delete any evidence you have uploaded in error.

Example:

Delete doc example

Why am I being asked a question about a Professional Service I do not offer?

Questions relating to Professional Services are generated based on the services selected on your Professional Services Declaration at Step 2 of the Remote Assessment. If you are seeing a question for a service not offered in your store, go back to Step 2 by selecting it in the progress header at the top of the page to edit your service selection.

Visual assessments

If a visual assessment is required, how will this be conducted?

  • Your QCPP assessor will contact you via telephone to set up an appropriate time to conduct the visual assessment.
  • They will send you a calendar request via your email to have a video conference via Zoom on the agreed day and time. You will not need to download the program prior to the meeting.
  • Use the access codes and information to enter the video conference. We recommend you start this process at least 5 minutes before the start time to handle any technical issues that may occur.
  • Enable the microphone and camera features to allow sound and video to occur

I do not have a webcam, how will I participate in the visual assessment?

We advise you to use a mobile device (mobile phone or tablet) to conduct the visual assessment as this will allow more flexibility to show the assessor different parts of the pharmacy.

IT Support

Who can I contact for technical support?

  • During the assessment, your QCPP assessor is available to answer any questions in regards to the assessment process and clarification of checklist questions.
  • The QCPP Support Team is available outside assessment and for all other matters, including IT and equipment support and general enquiries
  • All teams are available via email, phone or can set up a video conference.

QCPP Support Team:

QCPP Helpline: 1300 363 340 or help@qcpp.com

Initial assessment

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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 a 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.

Will I need a follow up on-site assessment to receive accreditation if I cannot provide visual evidence?

No, if you are unable to provide visual evidence or it is insufficient evidence, you will receive a remedial action. If the remedial action is not closed within the allocated timeframe your pharmacy will not be granted QCPP accreditation.

Pre-assessment

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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.

When can I expect to hear from QCPP?

If your pharmacy’s accreditation date is coming up, check out EY's Communications Map for a detailed look at when you can expect to hear from us.

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. There is a range of resources available on the QCPP Knowledge Hub.

You can also read the pre-assessment checklist, which breaks down key steps in the remote assessment model.

Post-assessment

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What happens after the assessment?

There are three key steps to follow after your assessment. View them in detail under Remote Assessments - Next Steps.

What is the process for remedial actions?

The process for remedial actions has not changed for assessments conducted remotely. For more information, please visit ‘after your assessment.’

Can I request a remedial action 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 remedial action extension via Request for Remedial Action Extension form on the QCPP website.

Support

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