PQS – Registering for the Manage Your Service (MYS) application
Pharmacy contractors in England are reminded to register for the
Manage Your Service (MYS) application in time for the Pharmacy
Quality Scheme (PQS).
The Manage Your Service (MYS) application will be the only
platform for making declarations and claiming for the Pharmacy
Quality Scheme (PQS). Please note the Snap Survey will not be used.
The MYS application will be used for claiming payment for the
Flu Vaccination Service 2019/2020 and notifying readiness for the
implementation of the Community Pharmacist Service Consultation
(CPCS). Registration with the MYS application is also required for
pharmacies claiming aspiration payments during October 2019. You
are reminded to register for MYS through the NHS Business Services
An access authorisation form, available on the NHSBSA website,
must be completed by the business owner, director, or an individual
previously registered with the Information Services Portal. A
pharmacy or an individual can be registered through this form.
Registration typically takes 2-5 working days once the NHSBSA
has received the application. After authorisation, pharmacy staff
will be able to access the MYS portal using a smartcard or individual
How to register
• Access the NHSBSA website and download the MYS Access
• Complete pharmacy details.
• Provide details of all individuals who will have access to the MYS
application within the pharmacy. Specify what level of access is
required (pharmacy level access or management level access); unless
stated, users will only be granted pharmacy level access by default.
• Each individual will receive an email from Microsoft invitations
on behalf of MYS once the application has been approved by
NHSBSA, this typically takes 2-5 working days. The individual
should click the “get started” link within the email to begin the
individual set up process.
Pharmacy contractors can email the NHSBSA MYS team (nhsbsa.
email@example.com) for further assistance.
Engage with the CPCS
The new national NHS Advanced Service, the Community Pharmacist
Consultation Service (CPCS) will go live from 29 October 2019. We
encourage contractors to engage with, register, and deliver the
CPCS when it goes live via the MYS portal.
PGD Practical (face-to-face) Vaccination Training - Book Now
Last few places available at Leicester, Southampton and Belfast on
1st September, Plymouth 8 September, Birmingham 15 September
and St Albans 15 September. Places are available on a first-come,
first-serve basis. Go to https://npa.cb-training.com/
Types of vaccination training available
Please note that, although the new requirement for face-to-face
vaccination training is now every three years to provide the NHS flu
service (except Wales and Scotland), all pharmacists must ensure
their competency to administer parenteral vaccinations is assessed
and maintained, especially if they also provide other NHS and/or
private vaccination services.
In the event of a patient safety incident, as part of the incident
investigation, the pharmacist’s vaccination skills competency may
be reviewed. Therefore, it is strongly recommended that each
pharmacist completes a vaccination skills assessment each year to
self-check their competency to provide vaccination services, both
NHS and private.
For further advice and support from the pharmacy
services team call 01727 891800 between 9am and 6pm
Monday – Friday, and 9am to 1pm on Saturdays or emails
NPA vice-chair Andrew Lane’s take on the contractual framework...
We independents must fully embrace the clinical service agenda which is our
best hope for a change in fortune from our currently precarious situation and the right
thing to do for our patients.
Yet many pharmacies, worn down by funding cuts and escalating costs, are not
in a position to invest in new services that would greatly benefit patients and the NHS.
So let’s be clear that the core funding for England’s pharmacies announced in July
for the next five years is very unlikely to be enough to achieve the transformational
improvements the NHS and pharmacists would like to see.
For some pharmacies, it won’t even be enough to keep the doors open unless other
substantial sources of income can be found.
To ensure the service levels for patients are of the highest standard, the £2.59
billion core funding needs to be a fl oor not a ceiling.
The funding model will be reviewed regularly over the course of the next
five years and the balance between NHS expenditure on dispensing and new services
is likely to shift signifi cantly towards the delivery of services, which is something the
NPA strongly supports.
Fundamentally, the shift to services implied in the new contractual framework
for pharmacies in England presents an opportunity for independent pharmacies,
who can build on the strength of their relationships with patients and
others locally, to deliver high quality, compassionate care and reap the rewards
professionally and commercially.
In contrast, the current system disadvantages independents because
the margin element of funding is not distributed equitably across the sector.
(There is now a public commitment from the PSNC, NHSE and DHSC to achieve
“smoother cash flow and fairer distribution of margin” which could prove to be highly
signifi cant in time).
Go to the NPA website to read the rest of Andrew’s message to NPA members.
The Department of Health and Social Care (DHSC)
has published its long-awaited green paper on
public health: ‘Advancing our health – prevention in the 2020s.’
With the launch of the green paper, the DHSC is seeking views on proposals
to tackle the causes of preventable ill health in England.
It outlines actions on:
• the environment in which people live.
• the choices people make.
• the services people receive.
The government says it intends to:
• Embed genomics in routine healthcare.
• Review the NHS health check and set out
a bold future vision of NHS screening.
• Launch phase one of a ‘predictive
prevention’ (data-driven) work
programme from Public Health England.
The NPA briefed the policy team preparing this document, which also talks about
expanding the role of community pharmacists to “support more people in the
community to manage and improve their health and wellbeing.”
It added: “We will commission more services from community pharmacies and support
them to become further integrated into local NHS provider networks.”
The green paper consultation is open until Monday 14th October 2019.
For more information, email Helga Mangion at firstname.lastname@example.org
The next Ask Your Pharmacist (AYP) Week runs from November 11-18, 2019
AYP Week, the NPA’s flagship public awareness initiative, provides a
platform for pharmacy public awareness activities across the UK.
It also serves as a prompt for conversations with key stakeholders at a
local level about community pharmacy services.
During previous AYP weeks:
• NHS bodies have used social media and
local newspapers to signpost people to
community pharmacy as the first port of
call for common ailments.
• Pharmacies have invited local dignitaries
and politicians to visit for a health check
and learn more about the valuable
services on offer.
• NPA members have displayed window
posters and other campaign materials,
available free of charge from the NPA.
• Pharmacies and local pharmacy
representatives have organised
exhibitions in town halls, shopping
centres and sports venues.
More details will be published soon. Any
NPA member or pharmacy stakeholders
wishing to get involved can contact NPA
head of communications Stephen Fishwick
We continue to gather members’ views
about the current business tax regime so
we can raise the key issues with offi cials.
Email email@example.com to
talk to our policy manager.
NPA members can now purchase all stationery,
managed print services, workwear and workplace
items from Lyreco.
For all stationery and offi ce supplies,Lyreco is the
NPA’s preferred partner, supplying over 10,000 workplace items.
But NPA members can get more than just paper and pens - additional services
from Lyreco now include a confidential shredding service,
a new managed print service and workwear supplies.
The confidential shredding service provides pharmacies
with a cost-effective and secure way of disposing confidential
NPA members can use their Lyreco account to purchase five shredding
bags, which can hold up to 17kg each, for just £19.95 - the equivalent
of less than 24p per kilo.
Craig Cavener, relationship manager at the NPA, said: “Pharmacy teams
find the entire process from ordering to collection a simple process and this
has proven to be cost-effective and GDPR compliant.”
He added: “Pharmacies often have old data and sensitive documentation
to dispose of and have a need to rid of patient related materials daily.
Staff simply drop waste into the bag, secure when filled and
call Lyreco to collect when ready.
It saves the time and money of someone standing there feeding
a shredder and any cost associated with replacement or repair
of the actual shredder too.”
Pharmacies request a collection by Lyreco via phone or online account.
Each bag has a waste transfer note issued and the data is then shredded by
Restore Datashred and a certificate of destruction is issued. The
shredded material is then recycled back into paper products.
For more information visit www.npa.co.uk/pharmacyessentials and
select ‘confidential shredding service.’
Lyreco’s new managed print service provides a bespoke and
simple print solution for any pharmacy or office on a cost per
page or PAYG consumables contract.
Members have total peace of mind with a service and support contract,
including next business day on-site engineer support for a full contract life of three years.
It flexibly offers a choice of Brother devices for all mono/colour, volume and
printing functionality needs.
Following the one-off hardware and install service cost together
with a very small monthly service, support and automation fee,
there are no minimum commitments or any heavy monthly lease
payments – members pay only for what they use.
Lyreco also offer a free no-obligation consultation and audit of
members’ print requirements.
What’s more, Lyreco Print Services can also provide an outsource
print service together with a promotional print service to take care
of anything, from your printed business stationery and marketing
collateral through to branded exhibition materials and promotional items,
from concept to completion.
More details found at http://npa.printservices.lyreco.co.uk/
(NPA member password: npa1921).
New and full pharmacy-related workwear ranges are now available
to NPA members via Lyreco. The workwear website showcases
the most popular designs of pharmacy workwear in a vast
array of uniform styles and colours to meet all requirements.
The garments include, but are not limited to, tunics, dresses, blouses,
tabards, shirts and ties, etc, and are all of an excellent quality.
There is also a personalisation service available on request to fully
brand your workwear with your company logo.
Delivery is free and includes a 28-day returns policy on none branded/
personalised stock. To find out more visit my.workwearexpress.com.
For more information on all of Lyreco’s products and services,
If members need a Lyreco account, they should contact their NPA
relationship manager or call member services on 01727 800 402.
Contract and funding webinar series
The NPA has been organising a series of short funding-related
webinars in a bid to help members get to grips with their
community pharmacy funding and contract knowledge.
Hosted by Harpreet Chana, NPA’s digital programme director,
(former head of funding strategy at PSNC) and Garry Myers, a PSNC
negotiating team member, the aim is to deliver complex funding
information from a contractor’s perspective.
The monthly webinars, which began in March and are set to finish
by the end of this year, focus on presenting the hosts’ collective
knowledge of community pharmacy funding in a practical way that
can be applied to businesses and help prepare NPA members for any
potential changes to the contract.
Each webinar takes place monthly and is usually on a Tuesday
from 7.30-8.30pm. Harpreet urges all NPA members to watch the
“They’re relatively short, only 30 minutes in length with some
time for questions at the end, and they were done that way
purposefully as the lunchtime learning series,” she said.
The differing topics also mean that people can pick and choose
which webinars they want to watch. The NPA is also producing
a series of short videos and some graphics on key principles to
complement the webinars.
Harpreet said: “If you’ve got people locally making prescribing
decisions but who don’t fully understand community pharmacy
funding, rather than sending them a 40-minute webinar, you can
simply forward them a link to the video and graphic that explains
why what they’re doing isn’t saving them money.
“Then, if they want to know more, they have the option of
watching the 45-minute webinars. We want to try and improve the
understanding of the community pharmacy contract and funding
across healthcare to help improve things for members and to help
them understand why they’re not making margin and how they can
change things within their business.”
To register go to www.npa.co.uk/FundingWebinars
Previous webinars can be viewed by going to
Six-step employment law on how to handle
Handling employee grievances quickly
and effi ciently is key to maintaining positive working relationships,
preventing small issues from escalating into bigger problems and avoiding
employment tribunal claims.
1. Try to resolve the issue informally
Employees should raise complaints with their
line manager, who should attempt to resolve
the grievance through informal means
first. In many cases, issues can be resolved
quickly and effi ciently by talking through
the problem without resorting to formal
2. If the issue can’t be dealt with
If informal means are inappropriate or
ineffective, the employee should submit
a written complaint which will trigger a
formal procedure. They should provide as
much information as they can about their
grievance so that it can be investigated
3. Arrange a grievance hearing
This is an opportunity to explore the
complaint or, in more complex cases, narrow
down the issues into something more
manageable. The hearing should be carried
out by a manager who has no involvement
in the case.
When preparing the hearing, consider:
• Whether reasonable adjustments are
needed for employees with disabilities.
• Appointing somebody with no
involvement in the case to take notes.
• How similar grievances have been dealt
with in the past.
Invite the employee to the hearing in
writing, informing them of their right to
be accompanied by a colleague or a trade
4. Hold the hearing and carry out
At the hearing, the employee should be
given the opportunity to fully explain their
grievance and how they wish the matter
to be resolved. The manager chairing the
hearing must then consider whether the
matter can be resolved immediately or
whether an investigation is necessary to
establish all the relevant facts. This may
include talking to all parties involved,
interviewing witnesses, acquiring documents
and gathering evidence.
5. Decide what action to take
The action you decide to take will depend
on the nature of the grievance and the
outcome of your investigation. If the
grievance is upheld, the next step may be
to amend the employee’s employment
terms, move them to another department or
team or take disciplinary action against the
perpetrator of the misconduct.
Your decision on the grievance must
be communicated to the complainant in
writing, giving as much detail as possible
to support your conclusions. The employee
then has the right to appeal.
6. Manage the appeal
If the employee appeals, you will need
to arrange an appeal hearing to
explore their grounds of appeal and
consider each in turn. This should be
conducted by a member of the senior
management team, ideally somebody
with no prior involvement in the case.
Afterwards, it may be necessary to
investigate some additional points if
there are elements you cannot confi rm
or questions you cannot answer based
on the evidence gathered.
The decision of the appeal must be
confi rmed in writing to the employee.
The outcome of any appeal will be final.
Experienced and independent support
Employee grievances may or may
not be justified, but it’s important
that they are thoroughly investigated
and dealt with in a fair and strategic
manner. For professional support,
contact the NPA employment advisory
service on 0330 123 0558 or email
TRAINING AND SUPPORT
Medicines in care homes
Pharmacists are best placed to provide care home staff with
the knowledge they need on medicines usage, says Sureena
Sharma, the NPA’s learning and development pharmacist.
The NPA’s ‘medicines in care homes’ pack has been designed to
assist pharmacists providing training to care home staff.
Sureena says it is “vital” that those who work in a care home
understand what care patients need, the complexities in their health
and how these should be managed.
“Pharmacists are best placed to provide this teaching as they have
the knowledge required on medicines usage and will be dispensing
the patient’s medication, ensuring the medicines are appropriate for
the resident,” she said.
The training can be used as an introduction to medicines for new
care home staff or as a refresher for existing care home staff.
Sureena added: “The pharmacist may already have an established
relationship with the patient or their family. The training provides
those who are in a care home with knowledge on various topics,
including medicine usage, administrating and monitoring medicines
and supporting residents.”
Care home staff may also find that some of the training
undertaken during the sessions can contribute towards their
portfolio of evidence for the qualifi cations they may be undertaking
to work in a care home.
The pack consists of a pharmacist manual to enable pharmacists to
deliver the training, six workbooks and six certifi cates (issued to care
home staff upon completion of the training course). Each workbook
is divided into fi ve sessions that consist of various activities (to
consolidate learning) and multiple choice questions at the end of
The five sessions can be delivered in a flexible manner to suit the
requirements of the care home and cover the following:
• Session 1 - Introduction to medicines and their use.
• Session 2 - Administration of medicines.
• Session 3 - Managing medicines.
• Session 4 - Monitoring residents and supporting medicines use.
• Session 5 - Elderly health.
Sureena said: “The manual offers useful advice. For example, it
contains a check-list prior to training. There are references to further
information to aid the training and it gives examples of types of
teaching activities that foster deeper learning. It instils confi dence
into the pharmacist as it breaks down for them exactly what they
need to teach the care home staff.”
or email firstname.lastname@example.org
Your questions answered
Pharmacists Andre Yeung and Mike Maguire, who
developed and delivered the original NHS 111 referral
service in the North East of England, answer questions
from NPA members following a webinar on the NHS
community pharmacist consultation service (CPCS)
– which replaces the local pilots of the digital minor
illness referral service (DMIRS).
to watch the webinar.
Just to clarify - the service is still initiated by NHS111?
Can the community pharmacy not initiate the service
This service is for patients referred by NHS 111 only.
The purpose is to prevent inappropriate referrals
to other urgent care settings and to send patients to the
right place according to their symptoms/condition - in this
case community pharmacy. In effect, we will be paid for
supporting those patients who don’t currently think of
using community pharmacy, so pharmacies will potentially
be gaining new patients.
When there are referrals from the pharmacy to the
GP, is it a ‘fast track’ referral (helping the patient see
the doctor sooner than they would if they had tried to get
a GP appointment via the GP practice manager)?
The principle of this service is to enable community
pharmacy to act as the front door to the NHS by
assessing patients and ensuring that only the patients who
need to see a GP get an appointment. This will depend
on local relationships that pharmacists have with their GP
practices to ensure that referrals from the pharmacy to the
GP practice happen promptly and smoothly. Therefore, it is
important to build and maintain great relationships with
your local GP practices.
How many consultations per pharmacy per day are
expected on average?
This depends upon a number of factors, for example
local demand. In the North East of England, most
referrals from NHS 111 happen outside normal working
hours. However, sometimes patients attend the pharmacy
the next morning if the pharmacy was closed at the time
of the referral, so consultations are not necessarily always
provided out of hours.
Some patients cannot afford to buy OTC medicines.
Will the NHS provide funding?
This will depend on local commissioning arrangements.
Some areas have a minor ailments service which has
been commissioned locally. The NPA will continue to lobby
for a national minor ailments service in England.
What implications will this have on professional
The professional indemnity insurance cover that NPA
Insurance Ltd provides to its members and customers
is designed to cover them (and their staff) for breach of
professional duty when they are acting in the capacity of
an owner of a community pharmacy business.
Unlike most commercial policies, the cover is very wide to
accommodate such activities and includes dispensing and
other NHS services which they are contracted to provide.
In particular, the CPCS, which is to take effect from October
2019 as an advanced service, is included within the scope
It is understood that the CPCS will develop over the next
fi ve years but, initially in 2019/20, community pharmacists
will take referrals from NHS 111 for minor illness and
urgent medicine supply.
As an indemnity insurer we will continue to assess and
evaluate the risks of the CPCS as it develops and monitor
claims (and the potential for claims) which may ultimately
impact on the premiums that members and customers pay.
However, members and customers can participate in the
service secure in the knowledge that they, the pharmacists
and staff they employ or engage to assist in service
facilitation, will be fully indemnifi ed against liability to pay
damages and costs should the need arise, providing they
have exercised the appropriate levels of care through the
execution of their duties.
Resources for mandated public health campaigns for
September and October
NHS England, NHS Improvement and
the PSNC have agreed the six public
health campaign topics nationally for
The two forthcoming campaigns are
on antimicrobial resistance in September
and Stoptober (tobacco) in October.
Public Health England (PHE) will deliver resources
for the campaigns to all community
pharmacies in England.
If pharmacies have not received their pack
by 27 August, PHE advises NPA members
to check with their colleagues if someone
else has signed for it. If not, send an email
to email@example.com stating the
pharmacy’s name, address, postcode and
name of the campaign(s) they’ve not
received materials for.
Social media and digital resources for
these campaigns will be available from PHE’s
campaign resource centre closer to their
launch and can be used to support
Pharmacies will also receive resources
to use with members of the public on
productive healthy ageing and physical
activity. The packs include:
Resources to support the
publication of ‘A Menu of
Interventions for Productive
Community pharmacies will receive a set
of cards that can be used when talking to
older people about healthy ageing.
This follows on from the PHE publication
‘A Menu of Interventions for Productive
Healthy Ageing’ for pharmacy teams. The
cards are an easy-to-use resource that
pharmacy teams can use in their everyday
interactions with older people to support
them to lead more independent lives and
improve their quality of life.
The resources provide opportunistic,
evidence-based interventions that can help
provide benefi ts for healthy ageing.
The content covers falls reduction,
dementia, social isolation and loneliness,
mental health, physical activity and
Sport England’s physical activity
The UK’s leading health and social care
charities and Sport England, supported
by PHE, have developed a new campaign
called ‘We Are Undefeatable’ to inspire
and support people with health conditions
to get active. Launching on 2 September,
the campaign will aim to change the
misconception that those of us with long-term
conditions cannot be active.
It will include TV, radio and internet advertising and
encourage people to visit www.weareundefeatable.co.uk
and social channels for inspiration, reassurance and
support on how to get more active.
An activation guide will be included in the pack with further
information on the campaign.
Social media and digital resources for these campaigns will
be available on the PHE campaign resource centre and can be used to
support the campaign.