London Pharmacy Education & Training Pharmacy Technician Self Development Programme. March 2010

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1 London Pharmacy Education & Training Pharmacy Technician Self Development Programme March London Pharmacy Education & Training April

2 Pharmacy Technician Self Development Programme 2. Introduction & Contacts 3. What is the Pharmacy Technician Self Development Programme? 3. Evaluation of the programme 4. How does the programme work? 5. How does the programme work? (Continued) 6. Stages visualised Introduction Stage 1 7. Foundation Skills Intermediate Stage 2 8. Introduction to Management 9. Accreditation to Support and Train Staff in the Workplace Specialist Stage Information Technology 11. Managing your services 12. Medicines Information 13. Mental Health 14. Primary Care & Community health services 15. Procurement 16. Quality Control 17. Stores Distribution 18. Technical Services 19. Accreditation in Medicines Management London Pharmacy Education & Training May

3 Introduction The Pharmacy Technician Self Development Programme was introduced in 1997, following an identification of training and development needs exercise for Pharmacy Technicians. This programme for Qualified Pharmacy Technicians, recognises the role you play in the delivery of pharmaceutical services, and has itself evolved with the developments in Pharmacy Technicians roles since its creation. Many employers in London, Midlands and East (East of England - Beds, Essex and Herts) are using the Pharmacy Technician Self Development Programme alongside their own appraisal or personal development planning procedures. In addition the programme can act as a catalyst, starting point or aid to your Continuing Professional Development (CPD). Diane Blunden Pharmacy Technician Training Manager & Training Specialist London Pharmacy Education & Training Tel diane.blunden@chelwest.nhs.uk Contacts Tracey Tisley Pharmacy Technician Training Facilitator London Pharmacy Education & Training Tel tracey.tisley@chelwest.nhs.uk Sharon Zuzarte Programme Administrator London Pharmacy Education & Training Tel sharon.zuzarte@chelwest.nhs.uk Contact Address London Pharmacy Education & Training 2 nd Floor 50 Eastbourne Terrace Paddington London W2 6LG Fax: London Pharmacy Education & Training May

4 What is the Pharmacy Technician Self Development Programme? It aims to: provide a more structured approach to your normal career progression develop and recognise your skills prepare you for extending and developing your roles within pharmacy services It is: flexible simple (the paperwork can be undertaken easily within the normal workplace environment) self-led (you are responsible for your own learning and development) non-compulsory a pick and mix development tool, (you do not have to cover the programme in a set order) The programme comprises 3 levels. For each level, there are specific objectives to cover, and tasks to complete. Evaluation of the programme The programme has recently been completely reviewed by specific working parties and by consulting with individual pharmacy staff. As a result; a number of new developments and amendments have been made. The new style programme: The programme is now printed in individual sections: Foundation Skills Intermediate Skills Specialised Skills Each level/specialist training pack will be regularly updated to incorporate current practice London Pharmacy Education & Training May

5 How does the programme work? Who can undertake it? Pharmacy Technicians who are able to register with the General Pharmaceutical Council (GPhC). What does it involve? For each training package you undertake there are training or development activities in defined areas, covering specific objectives that enable you to complete certain tasks. What support is available? Most of the objectives in the programme are supported by both in-house training from the employer and/or study day packages and resources recommended by London Pharmacy Education & Training. What is the role of the facilitator? You will require a locally nominated workplace facilitator. This facilitator provides support and guidance, enabling you to complete the levels and tasks of the programme. The facilitator can be a Pharmacist or Pharmacy Technician based within your organisation but must be competent in the specialty they are facilitating in. It is advised that the facilitator would have attended Skills for Tutors / Accreditation to Support and Train Staff in the Workplace (ASTSW) or another recognised & relevant training program. It is recommended that the facilitator is someone who has the opportunity to meet regularly with you (on a formal or informal basis) to discuss progress and to give you guidance and feedback. What paperwork is required? Each level/specialist option comes with: an objectives template recording forms You are responsible for keeping a portfolio of developmental progress. This provides the facilitator with evidence that objectives and tasks have been completed. Some examples of the types of evidence that you could provide are: a written summary of any meeting attended and the role that you played written details of any learning achieved giving a presentation, or writing/reviewing a procedure or report a written statement from a colleague (e.g. Dispensary Manager) that you have completed a certain task (e.g. dealing with an awkward customer) certificates of attendance at study days, together with a completed plan of action London Pharmacy Education & Training May

6 How does the programme work? All paperwork associated with the programme has been kept as simple as possible. For the training that does not consist of a regional assessment we have deliberately avoided attaching strict standards for competence. If a completed task does not meet local standard policy of procedure, or is not carried out to the satisfaction of the facilitator (e.g. if you write a procedure that is not suitable for use in the department) then the task should be undertaken again until satisfactorily completed. What happens when I have completed all the objectives and tasks in a stage? Once all of the objectives and tasks have been completed to the satisfaction of your facilitator he/she signs and sends off the notification form. A certificate of competence is then issued by London Pharmacy Education & Training for each level/specialist training pack completed. Can I apply if I work outside of London & East of England (Beds, Essex & Herts)? The PTSDP is available to purchase if you are from an NHS organisation outside London, Midlands and East (East of England - Beds, Essex and Herts) or from a private organisation. Please apply to the Pharmacy Technician Training Manager & Training Specialist who will provide you with further information. (See page 2 for contact details) London Pharmacy Education & Training May

7 Foundation Skills For all qualified pharmacy technicians to consolidate training experiences All of the areas must be covered to obtain stage 1 Patient Counselling Presentation skills Specialised Skills Specialist training packs for pharmacy technicians wishing to develop on, or gain their first chief or specialist post These can be undertaken as discrete specialist training packs Manufacturing Mental Health Distribution Medicines Information Procedure Writing Technical Services Dispensing Customer Care Distribution & Procurement Continuing Professional Development (CPD) Managing Your Services Quality Control Intermediate Skills For all qualified pharmacy technicians to develop in, or gain their first senior post Accreditation in Medicines Management (AIMM) Scheme Primary Care and Community Health Services Introduction to Supervision & Management Introduction to Technical Services (Under Development) Accreditation to Support and Train Staff in the Workplace London Pharmacy Education & Training May

8 Introduction Foundation Skills Rotational work programme covering all aspects of the local pharmacy service to consolidate training experience. Training in patient counselling, procedure writing, presentation skills, customer care, good distribution practice, good manufacturing practice, good dispensing practice and continuing professional development (CPD). Objectives Pharmacy Technicians should be able to: 1. discuss the types of information that patients should be given, and the possible consequences of giving information 2. use questioning, listening and explaining skills to counsel a patient 3. write or revise a procedure 4. make a clear, effective presentation 5. discuss the importance of good customer relations 6. discuss successful strategies for dealing with awkward customers / difficult people 7. discuss good distribution practice and how it affects stock control 8. discuss good manufacturing practice (GMP) and how it affects working practice 9. discuss and describe systems for ensuring efficient stock control 10. write a check-list for self-checking dispensed medication and use to maintain or improve dispensing accuracy 11. describe the basic concept of Continuing Professional Development (CPD) and show a current working CPD portfolio London Pharmacy Education & Training May

9 Intermediate Skills Introduction to Management Development and training in the management of people, resources, time & change, performance appraisal, motivation, delegation & leadership, recruitment & selection and the training of others. (it is advised that the facilitator for this training package is an experienced manager within the workplace) Objectives Pharmacy Technicians should be able to: 1. demonstrate an awareness & understanding of the roles, duties and responsibilities required of a manager 2. demonstrate an awareness & understanding of how group dynamics can affect a team s performance 3. demonstrate effective time management 4. recognise and utilise the skills of leadership, motivation and delegation 5. lead and facilitate group discussion 6. identify problems & take appropriate action 7. demonstrate an awareness & understanding of the steps involved in planning a project 8. demonstrate the ability to implement a change in working practice within your department 9. participate in the recruitment and selection process 10. identify, develop & provide appropriate training for a variety of staff 11. demonstrate the skills needed for a performance review 12. show a current and working CPD Portfolio London Pharmacy Education & Training May

10 Intermediate Skills Accreditation to Support & Train Staff in the Workplace This course is aimed at all pharmacy staff who support and train individuals in the workplace. This could range from administrators, assistants, pharmacy technicians and pharmacists whether they are taking the lead on training or providing help and guidance to staff who help facilitate, mentor or organise rotational training and support. Course participants will gain the knowledge and skills needed to train and facilitate learning in the workplace and also have the opportunity to share experiences and develop their facilitation, feedback & assessment skills. To complete the course the participants must have the opportunity to train both one to one and small groups within the workplace. They must also have a worked based facilitator who has attended the LPE&T ASTSW facilitators study day. The material that is covered on this course will be assessed (for further information on target audience or entry criteria please contact the course organiser). Course Objectives By the end of this course the participants should be able to: list the reasons for training staff in the workplace discuss where, when and who we train discuss the responsibilities of the trainer identify the four stages of the training cycle discuss laws relating to training describe kolb's learning cycle discuss honey and mumford's learning styles and how they can affect training sessions describe the need to motivate learners by using interactive methods of training describe blooms taxonomy and its effects on training objectives write smart training objectives for training sessions write clear structured training session plans showing methods and media selected conduct and manage training sessions for groups of learners conduct on the job training through giving demonstration conduct on the job training through giving instruction evaluate training sessions using evaluation forms describe reflective practice and how to record these reflections Cost The cost of this course for Private Organisations or NHS Organisations outside of the London, Midlands and East (East of England - Beds, Essex and Herts) region is 420 pp. This cost includes the pre course work, attendance at the study days, attendance for a facilitator at the study day, support from LPE&T whilst completing the ASTSW Scheme, attendance at one final assessment and certification on successful completion. London Pharmacy Education & Training May

11 Specialised Skills Information Technology Training in computer technology, manipulating and presenting data (it is advised that Pharmacy Technicians have a workplace facilitator for this option, usually an IT specialist) Objectives Pharmacy Technicians should be able to: 1. use a word processing programme 2. use a range of software applications 3. discuss ways of using information technology 4. describe appropriate methods of communicating information using Information Technology London Pharmacy Education & Training May

12 Specialised Skills Managing Your Services Training to enable Pharmacy Technicians to manage sickness absence, have a financial awareness, undertake recruitment & selection, and audit. (it is advised that Pharmacy Technicians have a workplace facilitator for this option) Objectives Pharmacy Technicians should be able to: 1. demonstrate the ability to understand & apply group dynamics to build a productive team 2. recognise and utilise the skills of leadership, motivation and delegation 3. measure absenteeism & calculate the cost to the organisation 4. apply measures to reduce & manage absenteeism 5. manage the recruitment and selection processes 6. conduct a personal development review (PDR) for a member of staff they manage 7. demonstrate the ability to monitor and promote quality within their team 8. demonstrate the ability to identify & evaluate areas for potential service improvement 9. demonstrate the ability to manage a project 10. demonstrate the ability to manage a change in working practice within the department 11. manage their time effectively 12. lead and facilitate group discussion 13. demonstrate an awareness & understanding of how finance works in the NHS 14. show a current and working CPD Portfolio Optional Objectives Pharmacy technicians should be able to: 15. demonstrate an awareness & understanding of the fundamentals of costs in providing a service or product 16. manage the budget for their service London Pharmacy Education & Training May

13 Specialised Skills M Medicines Information Training to enable Pharmacy Technicians to undertake medicines information enquiries and information management tasks. All relevant standards in the current UK Medicines Information manual must be followed (it is advised that Pharmacy Technicians have a workplace facilitator for this option, usually the Medicines Information Manager or equivalent) Objectives Pharmacy Technicians should be able to: 1. discuss the structure and roles of medicines information locally, regionally and nationally 2. discuss the legal and ethical aspects of medicines information and relate these to the situations encountered 3. undertake enquiry handling and ascertain basic details relevant to the situation 4. answer medicines information enquiries under the supervision of a senior medicines information pharmacist 5. use and maintain the information management systems employed in medicines information and identify the strengths and weaknesses of each Context This option is intended to be used as a basis for training Pharmacy Technicians in medicines information skills and should be used in conjunction with relevant local procedures and may be adapted to local need. A national competency-based Pharmacy Technician training programme has now been developed by the UK Medicines Information Pharmacists group. This option will be reviewed when the national work is completed. London Pharmacy Education & Training May

14 Mental Health Specialised Skills Training to enable pharmacy technicians to undertake mental health services work. (it is advised that Pharmacy Technicians have a workplace facilitator for this option, usually a Senior Pharmacist in Mental Health services) Objectives Pharmacy Technicians should be able to: 1. describe different services within mental health and how pharmacy service provision fits in with these 2. outline the different specialities that exist within mental health 3. describe and list the different pharmacological groups of drugs used within mental health and their uses 4. describe non-pharmacological treatments for different mental health conditions 5. discuss the use and limitations of clinical guidelines, protocols and procedures in hospitals, mental health and other settings 6. discuss the evidence base and specialist technical knowledge required for the area of practice 7. discuss the information required for preparation for visiting an area outside the pharmacy department, produce a report resulting from a visit, and implement an action plan 8. discuss the training needs and provision of training for mental health staff in relation to pharmacy issues 9. design a training pack or talk for pharmacy or ward staff explaining what they need to know about clozapine 10. counsel a patient starting an antidepressant, lithium, an antipsychotic and a benzodiazepine or sleeping tablet 11. manage their time effectively 12. identify problems and take appropriate action 13. define and discuss the principles of audit London Pharmacy Education & Training May

15 Specialised Skills Primary Care and Community Health Services Training to enable Pharmacy Technicians to undertake primary care and community health services work. (it is advised that Pharmacy Technicians have a workplace facilitator for this option, usually a Senior Pharmacist in Primary or in Community health services) Objectives Pharmacy Technicians should be able to: 1. discuss the role of pharmacy staff when working with health professionals, other agencies and carers including the Pharmacy Technician s role, their autonomy, limitations, when to refer to a pharmacist or an appropriate professional, and the communication issues involved 2. discuss the importance of patient, client and healthcare staff confidentiality 3. discuss the importance of financial confidentiality (relating to drugs, budgets etc.) 4. discuss the use and limitations of clinical guidelines, protocols and procedures in hospitals, primary and community, and other settings 5. discuss the evidence base and specialist technical knowledge required for the area of practice 6. discuss public health issues relevant to the area of practice e.g. immunization, vaccination and smoking cessation 7. discuss the contribution of the role to clinical governance 8. manage their time effectively 9. identify problems and take appropriate action 10. define and discuss the principles of audit 11. describe the process of query answering and documentation within own area of practice 12. demonstrate communication, negotiation, meeting, influencing and presentation skills London Pharmacy Education & Training May

16 Procurement Specialised Skills Training to carry out the procurement process in an efficient, cost effective manner (it is advised that Pharmacy Technicians have a facilitator for this option) Objectives Pharmacy Technicians should be able to: 1. describe the different types of procurement arrangements, their advantages and disadvantages, and how to implement and manage them (including a working knowledge of PHAROS) 2. describe the different types of discounts available and their advantages and disadvantages (e.g. settlement, on line, free stock) 3. discuss choices when sourcing new or alternative products, and implement all relevant system changes 4. describe management by objectives and define Total Quality Management 5. describe a strategy for dealing with purchasing failures and usage changes 6. discuss the implications of manufacturing problems on stocking and contracts 7. discuss the implication of pricing and receipt queries on invoicing and how to resolve these 8. describe the techniques used to accommodate company order schedules, and how to manage these internally 9. discuss the principles involved in optimum order quantity 10. set up optimum stock levels and methods of ordering to ensure efficient procurement of different types of products 11. discuss the information required by stores or distribution for systems to run smoothly 12. describe the liaison required with all other specialties within the pharmacy service to ensure efficient working relationships 13. discuss the relationship of credit control to financial statements and public sector payment policy 14. interpret purchasing performance indicator 15. describe the principles of negotiating skills 16. utilize spreadsheets and databases to assist in the management of data London Pharmacy Education & Training May

17 Specialised Skills Quality Control This is a supplementary, specialist option including training in theoretical and practical aspects of QC. (it is advised that Pharmacy Technicians have a facilitator for this option, usually a Senior Quality Controller) Objectives Pharmacy Technicians should be able to: 1. discuss the principles of Good Laboratory Practice 2. discuss the health and safety issues relating to all aspects of laboratory work, and the controls applied to them 3. describe quantitative and qualitative analysis techniques, and their use 4. discuss the preparation and use of reagents, and their grades 5. discuss the theoretical and practical aspects of classical, physical, photometric and chromatographic analysis techniques 6. discuss appropriate techniques of quality controlling incoming materials, in-process samples and finished products 7. discuss the theoretical aspects of biological tests and assays 8. discuss the practical aspects of sampling techniques, and the statistical background 9. discuss the quality control of medical gases 10. describe analytical method development and validation 11. discuss methods of and reasons for calibration of instrumentation, and maintenance by inhouse and external contractors 12. describe statistical methods relevant to the laboratory situation London Pharmacy Education & Training May

18 Specialised Skills Stores Distribution Training to carry out the distribution process in an efficient, cost effective manner. (it is advised that pharmacy technicians have a facilitator for this option) Objectives Pharmacy Technicians should be able to: 1. discuss material management systems (e.g. top-up services) 2. discuss technological advances in distribution 3. describe storage problems and solutions, including space management, retrieval and new/old product ranges 4. discuss wholesaler dealer s licence, conditions, role of the responsible person 5. describe the role of internal and external auditors, and discuss how to satisfy their requirements 6. describe COSHH considerations, and what distribution managers can do to meet regulations 7. describe measures to prevent and solve stock discrepancies 8. list key performance indicators for managing a store 9. describe how the cold chain can be maintained 10. discuss the advantages and disadvantages of different layouts in stores 11. describe efficient systems for goods in, goods holding, and goods out 12. describe the different ratios involved in stock management 13. discuss how to do an annual stock take, and why it is done 14. describe the information flow necessary to run an efficient distribution service London Pharmacy Education & Training May

19 Specialised Skills Technical Services This covers the principles of Good Manufacturing Practice (GMP) relating to the manufacture and preparation of medicinal products. It is suitable for senior staff working in unlicensed preparative units through to large scale licensed manufacturing units. (it is advised that Pharmacy Technicians have a workplace facilitator for this Option, usually a Senior Pharmacist in Technical Services Objectives (Theory & Background Knowledge) Pharmacy Technicians should be able to: 1. describe the risk management associated with the processes of sterile and non-sterile manufacture 2. discuss the principles of Good Manufacturing Practice (GMP), and other quality systems, as a means of managing risk to the product 3. discuss health and safety systems as a means of managing risk to personnel and the environment 4. discuss the differences between licensed and unlicensed units, and the implications for working practices 5. discuss the principles of design of manufacturing facilities and equipment, including requirements for planned preventative maintenance (PPM) 6. discuss the GMP and health and safety issues relating to raw materials and consumables/disposables 7. discuss the differences between licensed and unlicensed products and medical devices 8. discuss how formulation and packaging can affect stability of products 9. discuss sources, control and monitoring of chemical, physical and microbial contamination 10. describe methods to identify and meet training needs, and monitor performance of staff 11. describe the principles of internal and external audit 12. discuss the principles of capacity planning 13. discuss the principles of validation and change control Progress & Completion If a Pharmacy Technician changes hospital or trust mid-way through this Option or already has evidence of knowledge and application, they do not have to start again or repeat areas. If a Pharmacy Technician cannot complete a particular objective or task because the facilities or circumstances at their hospital make it practically impossible, it will not prevent them from completing the Option. Objectives, tasks and areas not completed, will of course be omitted from their certificate and may be added, if completed at a later date. Overall Objective The overall objective of this Option is for the Pharmacy Technician to understand the risk management process. In order to achieve this, Pharmacy Technicians will need to have an understanding of the theory and knowledge set in the objectives listed above and how they are practically applied in the technical services area. London Pharmacy Education & Training May

20 Specialised Skills Accreditation in Medicines Management (AIMM) Scheme This course is aimed at pharmacy technicians who are moving into a ward based role or currently working on the wards. The pharmacy technician must have patient contact and a worked based facilitator who has attended the LPET AIMM facilitators study day. Pharmacy technicians need to successfully complete and submit a pre course work booklet along with a nomination form and be a registered pharmacy technician with the GPhC. The material that is covered on this course will be assessed. (For further information on target audience or entry criteria please contact the course organiser). This is a four day course and pharmacy technicians must attend all study days. The AIMM Scheme enables accredited pharmacy technicians to ensure the effective use of patient s own medication. It also aims to develop a professional interaction between patients, pharmacy staff and health care professionals in the provision of medication management. The pharmacy technician must complete the pre-course workbook prior to attending the study days. Following the 1st study day pharmacy technicians will need to complete a portfolio of evidence. Along with reports and CPD entries, this must include: 100 Patient Own Drug checks 100 Transcriptions 5 observed and 15 witnessed and documented Patient Consultations 5 observed and 15 witnessed and documented Medication Histories On day three pharmacy technicians will prepare for the final assessment which will be as an Objective Structured Clinical Examination (OSCE). Cost The cost of this course is 600 pp for pharmacy technicians in NHS Organisations within London, Midlands and East (East of England - Beds, Essex and Herts). For Private Organisations or NHS Organisations outside of this region the cost is 900 pp. This cost includes the pre course work, attendance at the study days, attendance for a facilitator at the study day, support from LPE&T whilst completing the AIMM Scheme, attendance at one OSCE and certification on successful completion. London Pharmacy Education & Training May

21 Specialised Skills Accreditation in Medicines Management (AIMM) Scheme (contd.) Course Objectives By the end of this course Pharmacy Technicians should be able to: 1. describe the LPE&T Medicines Management training programme 2. discuss patient confidentiality 3. discuss patient consent 4. discuss the role of the National Patient Safety Agency (NPSA) 5. raise awareness of the content of the Medicines Reconciliation (MR) guidance from the NICE/NPSA 6. discuss the benefits of MR to patient care 7. consider the ways in which MR might be delivered to all inpatients 8. discuss medical terminology 9. describe the process for checking Patients Own Drugs 10. describe the process of transcription 11. describe techniques for and approaches to, patient consultation 12. discuss the contribution of consultation to concordance 13. practise consultation skills in a safe environment (also to include device & patient counselling, and drug/social history taking) 14. reflect on their current approach to patient education and plan how to develop their consultation 15. discuss how the AIMM OSCE will be conducted 16. discuss how the AIMM OSCE will be assessed London Pharmacy Education & Training May

22 Pharmacy Technician Self Development Programme Acknowledgements We welcome any comments or suggestions Whilst evaluating and developing the Pharmacy Technician Self Development Programme in order to produce the March 2010 version, the people listed below provided information, feedback or were directly consulted, canvassed or questioned about the programme and its content In alphabetical order: Samantha Butler, King's College Hospital NHS Foundation Trust (King's College Hospital) Michael Dixie, Barking, Havering and Redbridge University Hospitals NHS Trust (Queen's Hospital) If you have any comments or feedback relating to the programme please contact: Diane Blunden Pharmacy Technician Training Manager & Training Specialist London Pharmacy Education & Training 2 nd Floor 50 Eastbourne Terrace Paddington London W2 6LG Telephone: diane.blunden@chelwest.nhs.uk Clare Drain, Mid Essex Hospital Services NHS Trust (Broomfield Hospital) Caroline Holford, Whipps Cross University Hospital NHS Trust (Whipps Cross Hospital) Charlotte Mays, Chelsea and Westminster Hospital Foundation Trust Neha Patel, King's College Hospital NHS Foundation Trust (King's College Hospital) Karen Scott, Luton and Dunstable Hospital NHS Foundation Trust (Luton and Dunstable Hospital) Neelam Sharma, South London and Maudsley NHS Foundation Trust (The Maudsley Hospital) Tracey Tisley, London Pharmacy Education & Training (LPE&T) Important note Over the next year pharmacy services will inevitably change and develop, as will the training and development needs of Pharmacy Technicians. It is our aim to ensure that the Pharmacy Technician Self Development Programme is evaluated and updated regularly to enable Pharmacy Technicians to identify and develop the skills required to deliver the pharmacy services of today and the future. London Pharmacy Education & Training May