The Midcounties Co-operative is the largest independent co-operative in the UK and is an innovative co-operative business, owned by its members. We are proud to be a successful co-operative, founded on co-operative values and principles that co-operatives share throughout the world.
The Dispensing Assistant role focuses on supporting an accurate, efficient and prompt Dispensing Service for all our Prescription service clients – Walk-ins; PCS; DDS and MDS. The role is varied and colleagues should work towards meeting fully the needs of their customers through exceptional personal service, stock control, well informed advice and high standards. There are occasions when a Dispensing Assistant will be required to cover the Medicines Counter. The colleague should promote the presence of our Society in the local community, and generate loyal customers at all times ensuring that the Ethical and Legal requirements of the General Pharmaceutical Council (The regulatory body)are understood and followed at all times. Maintain a business focus throughout demonstrating sales and performance to maximise revenue.
Successful completion of a GPhC accredited NVQ Level 2 Dispensing Assistant Course must be achieved within an agreed schedule on appointment.
Occasionally situations may arise that require the post holder to perform other duties or tasks as may be reasonably requested by the Society.
The post holder shall:
• Deliver outstanding Customer Service making every contact count, recognising the importance of putting ‘People First’. Prioritising Prescription dispensing according to the current workload ensuring the prescription reception colleagues are given accurate information regarding waiting times.
• Deliver accurate and clear information as appropriate to the enquirer – whether face to face, by telephone or e-mail. Acknowledge customers promptly and ensure that the ringing telephone is not ignored. Communicate effectively with colleagues to share any business or personnel issues that may affect the branch operation.
• Maintain an awareness and up to date knowledge of Counter medicines and treatments and current issues affecting the world of Pharmacy. Take every opportunity to further develop, refresh and extend knowledge through Continuing Professional Development (CPD). Record relevant CPD regularly. Complete all training within the agreed timescales. Comply with the healthcare e-learning programme, completing all modules according to the schedule provided.
• Actively participate in the day to day management of all Dispensing services with which the branch is involved. Strict attention to detail of information documented or given verbally must be maintained following the branch established audit trails for Repeat Dispensing, Prescription Collection Service, Electronic Prescription Service, Prescription Delivery Service, Care Home Services etc.
• Support the Pharmacist Manager or Locum present as RP, sharing all relevant information and communications. Support all branch colleagues as a committed Team player – learning from all new experiences.
• Read, Understand and Sign all Standard Operating Procedures relevant to the role. Through liaison with colleagues ensure that the written processes are followed at all times. Be prepared to make suggestions for any improvements or amendments to the processes
• Take personal responsibility in following ‘What Good Looks Like’ standards and procedures. Relating this to the need for the highest standards of presentation and cleanliness throughout the branch, and maintaining clear and uncluttered areas at all times
• Ask for the Membership card at all transactions and actively promote membership of the Society. Explain the benefits of membership across all Groups to customers.
• Maintain awareness of the local community – monitoring competitor activity and developments that could impact on the business. Communicate to the team any recommended actions to continually improve our competitive edge. Be aware of activities and locations in the local community where there may be opportunities to liaise to support by outreach through Healthcare services and health promotion initiatives. Take part in organised Community volunteering. Participate with local members in Membership Engagement Groups, sharing in the development of local ideas and opportunities.
• Focus on maximising Co-operation with local surgeries and Health Care Professionals – supporting the primary Health Care Team with the duty of care to clients being the mutual objective – understanding the demands on all parties inherent in the provision of PCS; MURs and NMS.
• Work with the team to ensure the highest standards of presentation throughout the dispensary operation. Focus on clean uncluttered working areas with a focus on patient safety. Key areas for ongoing critical review and action to raise standards includes staff appearance, reflecting professional standards and dispensary appearance through well organised shelves, a rigorous housekeeping (stock rotation, date checking and cleaning) schedule and clean and clear floors. Aim to promote a calm working environment inspiring confidence and conducive to a pleasant experience of professional service provision.
• Maintain awareness of the amount of stock held in the dispensary. Review orders before sending and amend as necessary – to minimise overstocks and to reduce the incidence of owing items. Pay particular attention to strict stock rotation, date checking and Branch Transfer procedures to facilitate accurate calculation of stock holding at all times and minimise stock loss. Follow ordering and returns policies promptly and accurately.
• Working with colleagues be aware of the number of PPD returns made to the branch. Ensure that good practice is learned to minimise the risk of delayed payments to the Group.
• Ensure that all Electronic Prescription Service (EPS) work is handled promptly and professionally. Patient data accurately maintained and claims processed daily. Treat Smartcards with the utmost regard to security and ensure they are never left in the PC overnight.
• Accurately sort and count completed prescriptions daily. The completed branch paper records and the on line data capture (PDC) must also be promptly completed and the data in each format must ‘match’. Support completion of the End of Month process to dispatch the Contractor claim promptly to the PPD
• Be aware of special storage requirements for certain medications and classes of drugs. ( Fridge and CD Cabinet) Maintain security of these items by prompt return to the storage area on delivery or awaiting collection. Be aware that the fridge temperature log must be completed on a daily basis and that any deviation from the recommended range noted and action taken.
• Follow all Midcounties Co-operative Society’s and Healthcare Group’s policies and procedures. Standard Operating Procedures relevant to the role must be read, understood and signed.
• Inform your Manager/ Area Trading manager of any significant loss of prescription items and with your colleagues explore possible reasons affecting the change
• Follow the Society’s Health and Safety Policy – having personal awareness of the health and safety of themselves and of others who may be affected by their acts or omissions at work.
• Display high personal standards at all times – comply with the society dress codes, attend work in good time to commence your working day, always work to the best of your ability, taking responsibility for all your actions, and avoid apportioning blame.
• Have an understanding of the daily branch targets for Prescription numbers – Take ownership for activities in which you can help to improve performance – extended selling; PCS/EPS; MUR and NMS recruitment. Be aware of the average prescription values, and follow the Group policy for purchase of drugs – supporting branch profitability.
• Handle all society assets with care – following the correct processes for use, and promptly reporting any problems. Handle all cash with accuracy – minimising overs and shorts through accurate till processes. If involved with other cashing up duties ensure cash security is a priority and the relevant manager is notified promptly of any discrepancies of concern.
• Demonstrate strict adherence to the need for data protection and patient confidentiality at all times.
• Ensure that branch keys are not left on the premises overnight, the branch opening and closing procedures are followed exactly to meet all contractual obligations. Attend alarm call outs as required if named on the current keyholder list.
• Have an awareness and broad understanding of the Healthcare business plan – taking an interest in feedback on performance and actively contribute to discussions about change and development necessary to move the business forward.
In addition, all employees are expected to work within the terms of their contract of employment and adhere to Society policies and procedures.
Dimension of the Role
Reports to: Pharmacist Manager
Safeguarding of Children and Vulnerable Adults
• Have an understanding of the Group safeguarding of Children and Vulnerable ADULTS Policy, local contacts and their personal responsibility regarding Safeguarding.
• Annual training/review of Safeguarding Policies and Personal Responsibility