Final version of the presentation for the Chairs and Secretaries Day - 30th August 2016

1. Community Pharmacy Scotland
Chairs and Secretaries Day August 2016

2. Housekeeping
Amanda Rae

3. Introduction and Welcome
Harry McQuillan

4. Agenda and Expectations
Michael Oswald

5. Council Meeting Feedback – May 2016
Kirsten Crawford

11. Social Media
Kirsten Crawford

12. There are thousands of social media sites.
Here are some of them!

13. These are the sites we focus on:

14. The Keys to our Social Media success
• Selecting a few social media sites to focus on
• We created a social media plan
• We continually monitor our social media stats to see what works best
• Link back to our website for more information
• Create timed posts so we can plan content ahead of time (We use
Hootsuite – also lets you manage accounts from one place)
• We respond to comments in a timely manner
• Post a variety of content e.g. pictures, videos, blogs

15. What social media
sites do you use?
How would you rate
your experience level
with regards to Social
Media?

16. Today’s Focus:
Why is Social Media
important to us?

17. 65% of our website
visits are links from
social media
(The average for a similar site is only 13%!)

18. Social Media at the May 2016 Council Meeting
Our tweets were viewed a total of…
•103,894 times
By…
•34,019 unique users
We gained…
•32 new followers in 7 hours
1,227
Followers
on Twitter

19. This is why social media
is important to us

20. CPS Facebook stats
• On the 2nd August 2014 we had 257 likes
• We now have 776 likes on Facebook – Facebook made a comeback!

21. Facebook post stats
Our most popular posts on Facebook are:
• Vacancy Advertisements – average of 700 views per vacancy
- Average reach of 2,000
• Circulars - average of 500 views
- Average reach of 1,600
• Press releases – average of 550 views
- Average reach 3,900
• Blog posts – average viewing of 600 views
- Average reach 4,700
The power of sharing

22. Facebook stats
• The graph below shows when our Facebook Fans are the most
active
• We try to post around these times so that we reach as many
people as possible
8am 1pm
6pm 10pm

23. Facebook - pages
• BUT…Facebook has changed how pages work
• They are pushing for paid advertising on pages
• Naughty Facebook! Only 1% of your followers now see your free
posts – we are lucky the people who like our page know to search
for our page
• Paid options allow them to curb spam (& make more money!)
• You can add custom tabs to your page for a call-to-action e.g.
Associate Membership Sign Ups

24. How often to Post on Social Media
Facebook: 2-3 posts per day - for optimum engagement
LinkedIn: 1 post per day Monday - Friday during the working week
Twitter: 3 Tweets per day as a minimum
Google+: 1-2 posts per day – be sure to be consistent to achieve
success
Instagram: 1-2 images per day – make sure to post to your other
channels
Pinterest: 5 photos a week
Blog: 2-3 times per week

25. What has worked well for us…
• Blog posts – we have had great feedback and they are a big hit
on social media
• They are a great way to share our latest news posts and give you
a breakdown on specific topics e.g. SG Circulars
• Our blog helps us to show our personality - in line with our new
brand proposition we are open and personable

26. Blogging tips
• Posts should be between 250 and 1,000 words
• You can break longer content into multiple pieces and publish as a
series
• Ask for guest bloggers to contribute e.g. ALISS posted about our
new search function

27. Blogging – what works
• Short paragraphs of content
• Take readers on a journey
• Bulleted lists
• Use your blog to share your expertise
• Offer practical tips - simple video can be a great way to create this
content
• Include pictures

28. Twitter top tips
• Images work better than videos
• Use bitly or other link shorteners to maximise space
• Engage with audience through the use of hashtags
• Follow other relevant accounts, even competitors
• Identify influencers and attempt to interact with them
• Use unique content, don’t just copy and paste from Facebook

29. Search Engine Optimisation (SEO)
Search engines serve two functions on the world wide web:
1. They index the content of the internet
2. They show the most relevant content first – searching for
keywords
● They do this through an automated reading of the content of each
site, and the links that go to and from it
● Essentially, the world wide web, is just that, a web, and based on
the connections and content of a site it can appear higher or lower
in a search engine

30. SEO - Keywords
Definition: A keyword, in the context of search engine optimisation,
is a particular word or phrase that describes the contents of a Web
page. Keywords are intended to act as shortcuts that sum up an
entire page. Keywords form part of a web page’s metadata and help
search engines match a page to with an appropriate search query.

31. The importance of Twitter & SEO
● Twitter and Google made a deal to allow tweets to be indexed and
to appear in search results.
● Images and hashtags appear to give you a better chance at being
indexed.
● Your tweets can direct to your website and generate you more hits
within Google – so our tweets help us appear higher in Google.
● The same also goes for Google+

32. Round up
● We hope this has helped to show you the power of social media –
and the reason why we do it
● There may be ways that you can use social media in your
pharmacy
● We would be keen to find out if anyone would be interested in
Social Media Training – we could do this online via webcast

33. Communication Updates
Kirsten Crawford

34. Changes to our Website
Over the past year we have made some changes to our website that
include:
• Making it fully mobile compatible
• Improving the search function
• Adding more digital media content such as webcasts and blogs
• Adding Apps for our most popular pages e.g. Part 7 and Vacancies
• And most recently, adding a fully searchable FAQ App
• We even won an award in February for Best Association Website which
recognised our hard work

35. Members section
• One area that we didn’t update during the brand refresh was the
Members Section
• Over the past 4 months we have been working hard to update the
content within this section and create a list of features that will improve
your user experience
• We are focussing more on tailoring the information displayed by user
type so that you only see the information that is relevant to you
• We have taken the time to ensure that all the membership data we
collect is as accurate as possible

36. Membership types
• Contractor Member (individual sign on for each pharmacy)
• Associate Member
- Pharmacists
- Registered Technicians
- Pre-Registration Pharmacist
- Students
• Board Member
• Council Member

37. Feature 1 - Dashboard
• Users will sign in using their username and password
• The personalised dashboard will be your homepage. It will display
information based on your membership type or Health Board area
• This could be things such as upcoming events, latest news or a
to-do list e.g. tasks from our monthly Wallchart

38. Feature 1 - Dashboard

39. Feature 2 – Event & Calendar Sign Up
• The events will be displayed in a list sorted by month with buttons
to sign up online
• Events will also be displayed on the user’s personalised dashboard
• When the event gets close an automated email reminder
notification can be sent

40. Feature 2 – Event & Calendar Sign Up

41. Feature 3 – Interactive Pack
• Our current Associate Members Information Pack will be turned
into an interactive section of the website
• The content will be updated and will be fully searchable

42. Feature 4 – Forum
• A simple forum will be created
• Users will automatically be signed up to relevant forums
• Some forums include:
- Associate Members
- Students
- Locums
- Your Local Health Board

46. Getting your Feedback
• We have made a lot of changes to our website and communications
• To make sure we’re on the right track we will be carrying out
another communications survey soon which we hope you will take
part in

47. Time for a break

48. Learning Review Scene Setting Session
Amanda Rae

49. Learning from experience and review

50. Learning from experience and review

51. Learning from experience and review

52. Scottish Pharmacy Quality Roadshow
Matt Barclay

53. Introduction
● Why a Quality Roadshow
● What will be covered
● Relevance to community pharmacy network

54. Purpose
● Rebalancing Legislation
● HIS have invested heavily in QI resources
● QI methodology now within funding settlement
● Multi-stakeholder involvement (HIS, CPS, RPS)

55. Rebalancing Legislation Programme
• Dispensing errors
• Registered pharmacy standards - regulators with the appropriate
powers to give effect to an outcomes based approach to the
regulation of registered pharmacies
• Roles and responsibilities of the responsible pharmacist and the
superintendent pharmacist
• Hospital pharmacy
• Pharmacist supervision

56. Rebalancing Legislation Outcomes
• Continuous focus on safety for patients and the public through
learning from dispensing errors as a result of increased reporting
of errors
• Better use of the pharmacy workforce to support patients’ health
and wellbeing
• Legislative and regulatory arrangements that allow for progress in
pharmacy practise and development of pharmacy professionals as
well as more reliance on professional regulation standards.

57. QI and the pharmacy contract
• Builds on and formalises QI activity that already takes place on a
day to day basis within pharmacies;
• Brings a more structured approach to QI across all community
pharmacies; and
• Introduces pharmacy contractors and their staff to helpful
improvement tools and developing methodologies to support
continuous improvement

58. Quality Improvement Themes
• Understanding the QI Journey
• Building a Quality and Safety Culture
• Co-ordinating and completing an on-line Safety Climate Survey
• Quality Roadshow should support this
• Much of this is carried out within the network as it is
• Evidencing QI within a pharmacy setting

59. Questions?

60. Title
Subtitle
CPS Board Hep C Learning Review
Amanda Rae

61. Hep C Learning Review
Set the scene
Breakout for feedback
Agree plan

62. Breakout
What went well, which we want to repeat?
What did not go well, which we do not want to repeat?
What will we do differently going forward?

63. Feedback
Summary from the tables.

64. Project Plan
Steering Group
Controls the project. Not involved in the detail. Signs
off the Project Definition Document (high level scope,
purpose and details). Authorises changes in scope or
budget.
1-
CPHB
Chairs
2 –
CPHB
Chairs
3 –
CPHB
Chairs

65. Project Manager
Manages the project
Does not make technical decisions
Is only a hierarchical role for the project
Keeps track
May escalate issues to the Steering Group
Draws up the project plan and has it agreed by the Steering
Group. The plan has dates, dependencies and tasks assigned to
individuals who are ultimately responsible

66. Project Manager (PM)
Project Team
This team deliver the project to the required tasks and
deadlines.
Have regular short, sharp meetings/conference
calls/comms with PM

67. Nearly Time for lunch

68. Time for lunch

69. Contract and Policy Overview
Matt Barclay

70. Introduction
● 16/17 settlement
● 16/17 developments
● Direction of travel
● Prescription for Excellence

71. Global and Non Global Sum 16/17 - Remuneration
• SG agreed to allow an uplift in respect of pay for low paid
workers and £1m has been added to the global sum taking it to
£178.359m for the year 2016/17
• This money came from the MSA for 2015/16
• It was also agreed that a further £2m would be made available
on a non-recurring basis and that this money sat outside the
Global Sum

72. Areas for Distribution
d. Dispensing Pool Payment - adjusted £74.063 m
e. CMS Capitation £36.010 m
f. Establishment Payment £27.936 m
g. Minor Ailment Service £15.031 m
h. Operations & Development - inc. full Men B Costs £4.307 m
i. Quality & Efficiency £5.648 m
j. PHS Patient Services £4.512 m
k. Pharmacy Needs Payment £3.843 m
l. Care Homes £3.816 m
m. Stock Orders Oncost £1.430 m
n. Pallaitive Care £0.366 m
o. Essential Small Pharmacy top up £0.124 m
p. Measured & Fitted Fees £0.144 m
q. Total Allocated £177.230 m
r. Balance of Global Sum £1.129
s. Balance of Allocation (Global & Non Global Sum) £3.129 m
t. Uplift to Dispensing Pool Payment (Non-Recurring) £2.063 m
u. Closer Partnership Working Payment £1.129 m
v. Allocation from Global Sum £178.359 m
w. Balance of Allocation £2.000 m
x. Quality Improvement Methodology £2.000 m
y. Total Global & Non Global Sum Funds Allocated £180.359 m
Global and Non Global Sum 16/17 - Remuneration

73. Reimbursement
● Guaranteed minimum £93.5m
● Risk and benefit sharing above £102.171m
● Clawback rate (3%) set to deliver minimum cash flow (£103m)
● Early GIC indications could top as much as £184m meaning a pay
back next year of £30m!!!!!
● CPS looking for ways to explain and mitigate this rise

74. 16/17 Developments
● Gluten Free Foods Circular
● MAS Directions
● Quality Improvement Methodology
● Closer Partnership Arrangements

75. Direction of Travel
● MAS Development
– Inverclyde Pilot Inclusion
– Evidence gathering
– Potential new models of care and payment
● CMS reinvigoration
● Look at future of O&D payment line
● Longer term deal?

76. Prescription for Excellence (1)

77. Prescription for Excellence (2)
Change activities
• Exploring
opportunities to
improve CMS
• Exploring
opportunities to
extend MAS
• Pharmacists in GP
Practices
• Telehealthcare
77
Discovery Project
• Automated
Technologies
Overarching Change Project
• Pharmaceutical Care Pathways:
Enabling Workstreams
• eHealth
• Workforce Development
• Public Patient Involvement
• Improvement Data

78. Bigger Policy Picture
● Primary Care Transformation
● Realistic Medicines
● National Clinical Strategy
● OOH Review

79. Questions

80. Time for another break

81. Practitioner & Counter Fraud
Services Update
Michael Oswald

82. Practitioner & Counter Fraud Services
• Practitioner Services – GMS, GDS, GOS & Community Pharmacy
– £2.5bn payments validated and paid
– High volume, audited financial transaction processing
– Registration/indexes, records transfer and storage
– Clinical and financial verification services
• Counter Fraud
– Entitlement, Prevention, Detection and Investigation
– Intelligence and data sharing
• SHSC
– Venue, event and conference management
– National committee services

83. Key Dimensions
• 5.5 million patients registered with a GP
• 240k new patients, 450k transfers, 1.2m updates per year
• 100+ million prescription items
• 1.9 million eye examinations
• 600k pairs of glasses issued
• 4.9 million dental patients registered
• 5.9 million dental courses of treatment
• 1.3 million pharmacy patients registered
• 100,000+ customers

84. Pharmacy Services
• £1.4bn managed payments
• 1250+ CPs & 100+ DDs
• 99%+ payment accuracy
• 99% customers good/excellent feedback
• 2% compound growth
• £3.6m efficiency in 6 years
• Achieved through digital investment….

85. Electronic Claims

86. Improvements & Efficiency

87. Improvements & Efficiency

88. Improvements & Efficiency

89. The future?
• Aging population/growth
• Independent prescribers
• 2020 vision
• Shifting the balance – from secondary care
• Shared care within primary care
• “The future for me is about a clinical, digital future” (CPO, July
2016)

90. Population Projections

91. Challenges and Opportunities
• Coping with demand growth
• Financial pressure
• Lack of agility in a fast moving world
• Part paper, part digital
• Digital first – moving to digital only
• More flexible, agile IT
• Electronically supported business processes
• Integrated working with CPS and contractors

92. Sum up
• Practitioner Services
– Proven track record to build upon
– Resourcing needs to be directly linked to Pharmacy
Service planning
• The future has to be digital
– Nothing else will meet the gap at an affordable cost
– Delays in investment will cost more in the long run
– New services need to be digital first, even if it takes longer
• The pressure is here now and is real
– We need to work closely with PSD to continue to provide
service in the short term

93. Questions?

94. Reimbursement
Michael Oswald

95. Headlines
• Pharmacy Services continue to complete random checks of
100,000 prescription items per month
• Request checks can be organised after discussions with the team
to understand contractors concerns
• PSD error £ values are decreasing
• Larger monies found relate to data/electronic issues (ZD, wrong
map in automation etc.)
• We provide observations to contractors where PSD have not made
an error but contractors have lost out for other reasons

96. Endorsing Guide
As we continue to increase the automation of
prescription items, we now use the electronic
information, where available, as our primary source
of data within the payment process including the
manual processing of prescription items.

97. Payment for Non-part 7 items
There remains confusion about payments for non-part 7
lines which are paid as per the product endorsed (or
chosen electronically) or if not, by preferred
manufacturers.
Recent issues with Acupan and Florinef also confirmed
this.

98. Common Issues
• Mismatch electronic claim vs. paper
– No HC or other OOPs claimed electronically
– Most often appears to be changes after the labelling stage are not added
to electronic claim (correct SP endorsement for example)
– Electronic is used as primary information source
– Instalments added to prescription via PMR/endorsing printer as a manual
endorsement (therefore not in the electronic claim).
– Handwritten amendments to prescription not mirrored
electronically

99. Common Issues
• Dispensing outside of the rules
– Prescribed quantity 28mls, dispensed 28 bottles, no PC/PMR endorsement
(likewise 5g versus 5 loaves, 2 doses vs 2 inhalers)
– Dispensed product differs from prescribed product with
no PC endorsement

100. CPS resources
• Website
• FAQ section
• Monthly mailing
• Social Media
• Endorsing guide
• Other opportunities?

101. Questions?

102. What is new across the Health Boards
Amanda Rae

103. AOB, review and close
Amanda Rae