Below are a selection of answers to general questions about the Quality Care Pharmacy Program.

For any questions regarding a specific section of the QCPP requirements, please log into the Quality Care 2020 Knowledge Hub.

If you can't find the answer to your questions here, or in the Quality Care 2020 Knowledge Hub, feel free to contact us at help@qcpp.com or on 1300 363 340.

Accreditation FAQs

Accreditation

What is accreditation?

Accreditation is public recognition by an accreditation body that your pharmacy meets the accreditation Australian Standard AS 85000:2017 – quality management system for pharmacies in Australia, with the application of the standard outlined in the Quality Care 2020 Requirements.

To ensure pharmacies meet the Australian Standard, they must undergo an initial assessment followed by a reaccreditation assessment every two years.

Find out more about steps to accreditation under Get Accredited.

What are the benefits of QCPP accreditation?

QCPP accreditation ensures your pharmacy provides a high standard of professional service and customer care while also working as a tool to enhance your pharmacy's business operations.

Find out more details under Benefits of QCPP accreditation.

What reimbursements do I get for my QCPP fees?

QCPP does not administer reimbursements. However, QCPP understands that accreditation is a prerequisite for eligibility to participate and receive certain incentive payments under the 7CPA.

Find more details under Fees.

How do I promote my accreditation?

There are a variety of ways you can promote your QCPP accreditation such as using the QCPP logo, the window decal, and your accreditation certificate.

Find out more under Promoting Your Accreditation.

How can I find out more?

Find out more about QCPP under What is QCPP?

To stay informed about Quality Care 2020, sign up for the QCPP In Practice Newsletter.

You can also contact the QCPP Support Team on 1300 363 340 (9am-5pm AEST) or email help@qcpp.com.

Quality Care 2020

When will pharmacies be assessed against the new requirements of Quality Care 2020?

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

Find out more under Introducing Quality Care 2020.

What are the changes to the Requirements?

The Requirements have been enhanced to reflect contemporary industry practice. They offer more flexibility in the type of evidence you need to provide, and how you provide it. The enhanced Requirements align with the Australian Standard 85000:2017 Quality Care Community Pharmacy Standard.

The Requirements are structured across five domains that are aligned with your business operations.

Find out more about the five domains under 5 Domains of Quality.

More detailed maps of changes to the requirements can be found in the Quality Care 2020 Knowledge Hub, please use your QCPP Customer Portal login for access.

Will I need to rewrite my Operations Manual?

There is no need to restructure or rewrite your Operations Manual to align with the enhanced QCPP Requirements. If your Operations Manual works for you, you may keep it in its current format.

Will I be able to use the same evidence for the accreditation process?

If you are scheduled to be assessed under Quality Care 2020, you may find much of your current evidence aligns with the new program.

Detailed information on the changes to evidence are provided in the Quality Care 2020 Knowledge Hub. Please sign up to the QCPP Customer Portal to access the Knowledge Hub and all the available resources.

Will pharmacy staff have to undergo training to implement Quality Care 2020?

No specific training will be required to implement Quality Care 2020 in your pharmacy.

Supplementary resources to assist you with the changes are available through the Quality Care 2020 Knowledge Hub. Please sign up to the QCPP Customer Portal to access the Knowledge Hub and all the available resources.

The QCPP Support Team will also be able to assist with any enquiries you may have. Contact Support on 1300 363 340 (9am-5pm AEST).

QCPP Customer Portal

How do I use the QCPP Customer Portal?

For step-by-step instructions and videos of how to use the portal, please go to the Using the QCPP Customer Portal page.

Implementation assistance

Who can I talk to about implementation assistance?

For implementation support you may wish to engage quality management services, such as those offered by membership organisations, quality consultants, or banner groups.

Can you suggest someone to help me prepare for my assessment?

QCPP does not recommend or endorse any particular quality management consultants. Try searching online under ‘quality management consultant’. Member organisations such as the Guild (if you are a Guild member) and banner groups may also be able to help you with implementation.

Will someone still come and visit my pharmacy to help me?

QCPP does not visit pharmacies. You may wish to engage quality management services, such as those offered by quality consultants, membership organisations or banner groups. For example, if you are a Guild member, then you can contact your Guild branch.

Will it cost me to get implementation assistance?

The cost of implementation assistance is at the discretion of individual quality consultants, membership organisations and banner groups.

Assessment FAQs

Initial assessment

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.

Assessment preparation

How is my assessment scheduled?

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

If your pharmacy is due for reaccreditation, the EY scheduling team will contact you at least 42 days before your reaccreditation date to schedule your assessment.

Find out more under Scheduling Your 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 via the QCPP Customer Portal.

Where can I find resources for assessment preparation?

We have many resources that can assist you in preparing for your Quality Care 2020 program assessment.

The basics are covered in the Preparing for Your Assessment page.

We have also included detailed FAQs, support documents, videos and more in our Quality Care 2020 Knowledge Hub, which you need to have a QCPP Customer Portal login to access.

What is the Quality Care 2020 Knowledge Hub?

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.

Use your QCPP Customer Portal login to access the Quality Care 2020 Knowledge Hub.

Remote assessment

How do remote assessments work?

QCPP assessments are conducted remotely over a 7-day period via a streamlined assessment process ensuring compliance across a range of high-risk areas in the pharmacy.

Pharmacies are encouraged to prepare in the same way they would for an on-site assessment, making the most of the resources available on the Quality Care 2020 Knowledge Hub.

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.

What happened to onsite assessments?

QCPP suspended on-site assessments in March 2020 in response to the COVID-19 pandemic. Following positive feedback on the remote assessment model, QCPP will continue to conduct assessments remotely under Quality Care 2020 until at least October 2022.

What is redaction?

Redaction is intended to allow the selective disclosure of information within a document while hiding other parts of the document. This is a necessary step in completing your Quality Care 2020 remote assessment.

Due to the highly sensitive nature of the personal information we receive, it is critical to ensure certain personal details are un-identifiable, which protects not only the individuals in question but also the staff and pharmacy itself.

Learn more about redaction and what to redact under Protecting Personal Information.

After assessment and Corrective Actions

What happens after the assessment?

There are three key steps to complete following your assessment, read about them in detail in the Quality Care 2020 Post Assessment Guide.

What is a Corrective Action?

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 come in three types, depending on level of risk: Non-Conformance, Remedial Action Required and Observation.

Find out more under After Your Assessment.

What is a 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 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.

Where can I find more information on closing Corrective Actions?

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!

IT Solutions FAQs

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 don't 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.

Can I upload photos from my smartphone?

In most cases, yes, you can upload photos taken on your smartphone.

If you have an Apple or Android smartphone, you may have to adjust settings on the device to ensure it is uploaded in an acceptable file format.

The portal cannot accept ‘live’ photos, which is a common feature on new devices.

Please refer to the below resources for information on disabling this feature:

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:

Image - No files have been uploaded

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:

Image - successful file upload

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:

Image - review document button

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:

Image - delete document button 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 regarding 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

General FAQs

Impartiality committee

What is the Impartiality Committee?

QCPP's Impartiality Committee oversees the independence of program operations. The committee’s role is to ensure program rules, requirements, policies and audit criteria do not unfairly disadvantage any pharmacy or group of pharmacies. The committee also oversees complaints handling and appeals. The committee meets at least quarterly.

EY assessors

What does EY do?

QCPP’s assessment partner, EY, manages the remote assessment process and conducts all assessments.

Are all EY Assessors accountants?

No, in fact, most EY assessors are not accountants. We have several assessors who are registered pharmacists and have been working in the pharmacy industry for several years. EY assessors are also engineers, scientists, and economists, as well as accountants.

QCPP News

Where do I get more information and updates about QCPP?

QCPP sends out a regular e-newsletter called QCPP In Practice (QIP). QCPP In Practice keeps pharmacies up-to-date with news related to QCPP, including new interpretations and rulings.

You can sign up to the QCPP In Practice e-newsletter or read past editions under QIP e-Newsletter.

Feedback

Where can I send feedback about QCPP?

If you have any positive feedback or suggestions for improvements, please let us know using the QCPP Feedback form..

Your feedback allows us to review our practices and make continuous quality improvements to enhance the program.

Support

Who do I contact for help?

The QCPP Support Team are available 9am – 5pm, Monday – Friday to answer your questions regarding QCPP accreditation.

Please email help@qcpp.com or phone the Helpline on 1300 363 340 to contact our friendly team.

Find out more under Contact Us.