Rowlands Pharmacy

Rowlands Pharmacy is a national community pharmacy chain with 510 branches across the UK. Our branches are embedded within local communities, with our branch staff and pharmacists providing medication supply and services including, healthy living and medicines optimisation support and advice to local populations. The unique environment of the pharmacy allows people to have access to trained healthcare professionals on demand without the need for an appointment. We also offer medicines supply and training to care homes, support health awareness campaigns and self care support for the communities in which we serve.

Updated:
26 September 2016
Location:
National
Sectors:
Pharmaceutical

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

Rowlands Pharmacy is a national community pharmacy of 510 branches. Our pharmacy teams proactively promote a range of healthcare topics with the public and are equipped to provide easily accessible advice from qualified healthcare professionals without the need for an appointment. We support people living with dementia in a number of areas, including providing practical support for tackling some physical barriers to medicine adherence such as difficulties obtaining medication from containers or confusion with timings of medication doses. We provide information and training to care home staff to aid their understanding of dementia and support them in the appropriate administration of medication to people with dementia. Through regular contact with the public our pharmacies can help raise awareness of dementia within the local communities in which they serve and offer advice and support to people with dementia in these localities. We also work within local and national pathways to support people with dementia as part of a multidisciplinary approach to healthcare through services such as the medicine use reviews.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

The constantly changing nature of the current healthcare environment can lead to challenges with implementing change. Inclusion into care pathways may have some specific challenges as this often presents a fragmented approach with differing areas commissioning and developing different services. This challenge may offer a chance to learn from and share best practices across the country. The awareness levels across carers, pharmacies and the public relating to dementia and how to support people with dementia are ad-hoc and a national approach to training and support would be required to support pharmacy teams. There is also a challenge to be overcome in informing patients with dementia about services available to them through pharmacy. Mechanisms to overcome this may be determined through consultation with people with dementia and their carers.

2. Actions

  • Help create a ‘dementia friendly’ environment

    We will raise awareness of dementia amongst our branch staff and the community. Over the next 6 months we aim to have a dementia friend in all of our branches throughout England by offering dementia friends information sessions to all branches. We will support our teams to proactively discuss dementia with the public, to offer advice and support and effectively signpost people with dementia and their carers to relevant support services as appropriate.

    Status:
    Being implemented

    2016 - Third Quarter Update

    Rowlands have created over 1832 dementia friends through dementia friends sessions delivery sessions for our pharmacy teams. To embed this ethos throughout the company for all new start pharmacists and managers, dementia friends sessions are delivered at the new managers induction days. This has proved really successful and beneficial for our patients as it continues the work begun by our dementia champions cascaded in the pharmacies two years ago.

    2015 - Second Quarter Update

    Rowlands have created 1704 dementia friends through dementia friends sessions delivery in our pharmacies to date, including 71 delivery drivers who take medicines to our housebound patients. This has been created via a cascade model involving the creation of 14 dementia champions throughout the company. We have engaged with Alzheimer’s Scotland and their dementia advisor team to deliver Dementia Friends awareness sessions in our 42 pharmacies in Scotland.

    2015 - First Quarter Update

    Rowlands have created 1427 dementia friends through dementia friends sessions delivery in our pharmacies to date, including 63 delivery drivers who take medicines to our housebound patients. This has been created via a cascade model involving the creation of 12 dementia champions throughout the company. We have recently engaged with Alzheimer’s Scotland and their dementia advisor team to deliver dementia friends awareness sessions across our 42 pharmacies in Scotland.

    2014 - Third Quarter Update

    Rowlands have to date created 1120 dementia friends through dementia friends session delivery in our pharmacies via a cascade model utilising the 12 dementia friends that our continuing to work with our branch teams.

    2014 - Second Quarter Update

    Rowlands have created 475 dementia friends through dementia friends sessions delivery in our pharmacies to date. This has been created via a cascade model involving the creation of 12 dementia champions throughout the company.  In addition we have produced a number of internal documents to support further dementia education and appropriate signposting for pharmacy teams to support their communities. Our teams have been proactively involved in discussing dementia with the public through their support of the Alzheimer’s Societies ‘Don’t bottle it up’ Campaign.

  • Create a ‘dementia friendly’ business

    We will promote the dementia friends program throughout our business and provide dementia friends training events for our head office teams. We will incorporate the dementia awareness and dementia friends training into our existing internal training pathways by the end of 2015.

    Status:
    Being implemented

    2016 - Third Quarter Update

    We continue to deliver Dementia Friends awareness sessions across our company, including in our head office. We currently have over 1800 Dementia Friends working within Rowlands Pharmacy. This training is now embedded in our foundation year training programme for new pharmacists and our new managers induction for all new managers across the business.

    2015 - Second Quarter Update

    We continue to deliver Dementia Friends awareness sessions across our company, including in our head office. We currently have over 1700 Dementia Friends working within Rowlands Pharmacy. We have collaborated with Alzheimer Scotland and are in the process of rolling out the Dementia Friends programme to each of our Scottish pharmacies.

    2015 - First Quarter Update

    We continue to deliver dementia friends awareness sessions across our company, including in our head office. Engagement with key business drivers has influenced the progression of this commitment and dementia friends awareness session are now an integral component of our new pharmacy manager induction programme to ensure this ethos is maintained throughout the company.

    2014 - Third Quarter Update

    We have continued to offer dementia friends sessions within head office and have now delivered sessions to our area and regional managers in addition to embedding the Dementia Friends ethos throughout the company by continuing to provide sessions as part of our manager inductions.

    2014 - Second Quarter Update

    A number of dementia friend’s sessions have been completed within head office. Sessions have been supplied to a number of key teams with a field based role and additional sessions have been made available and publicised internally within the company for any head office staff members wishing to attend. In addition the dementia friend’s session has been incorporated into this year’s pre-registration training program and is currently being evaluated for inclusion into additional training programs throughout the company. These sessions have created an additional 63 dementia friends within Rowlands.

  • Work with external stakeholders to improve dementia awareness and support

    We will work with external stakeholders by consulting patient advocacy groups to determine changes we can make within our processes to support people with dementia and their carer. Where possible we will engage with local commissioners and NHS England to provide commissioned pharmacy services and pilots where available.

    Status:
    Being implemented

    2016 - Third Quarter Update

    Rowlands launched a dementia health promotion campaign in May 2016 to provide signposting support to carers of people living with dementia, increase awareness of dementia research and continue to support people living with dementia.

    To maximise engagement across the estate, Rowlands collaborated nationally with Alzheimer’s Research UK (ARUK), Carers Trust and locally with Age UK Lancs. Many Rowlands’ Pharmacies used the campaign as an opportunity to fundraise for ARUK creating fun tasks to engage customers.

    Partnership with Carers Trust allowed production of a customer leaflet highlighting resources available to carers and how Rowlands Pharmacy can support carers.

    The Dementia Community Links (DCL) service operates in West Lancs and Chorley.  The service provides support for people living with dementia to continue to pursue interests, maintain independence and retain and develop social contacts. Rowlands pharmacies in West Lancs and Chorley used the dementia campaign to promote DCL to their customers. Following the campaign, Rowlands Pharmacy attended a support workers team meeting at DCL to talk about medicines commonly prescribed for people with dementia to provide a better understanding of how to support service users and their families. This partnership has promoted the DCL service, engaged support workers and in turn, informed carers, families and people living with dementia.

    These partnerships create informed pharmacy teams who deliver a personalised approach to each customer, recognising and working to their specific needs. The impact to our pharmacy teams is huge.

     

    2016 - First Quarter Update

    On completion of the 6 month memory check service pilot, we evaluated the findings and determined that a more comprehensive patient pathway for mild cognitive impairment is needed to enable clear referral of patients from pharmacy to GP and beyond.

    Overall customer and pharmacist feedback was very positive so we are committed to strengthening this referral pathway to enable roll-out of this service in the future.

    2015 - Third Quarter Update

    We rolled out the Rowlands Memory Check Service across six branches in Lancashire in August. This service, in collaboration with Cambridge Cognition, aims to identify patients with mild cognitive impairment and referral of these patients into existing care pathways via their GP.  We continue to work closely with the NHS clinical pathway to ensure a patient centred approach will be delivered throughout the service. We hope to evaluate learnings from this service in 6 months time.

    2015 - Second Quarter Update

    We have begun the training of branch staff and pharmacists involved in our pilot project in six pharmacies across Lancashire. We continue to work closely with the NHS clinical pathway to ensure a patient centred approach will be delivered throughout the service. We hope to officially launch this pilot in August for an initial six month period.

    2015 - First Quarter Update

    Following on from our engagement with a patient advocacy group and a number of our branches being involved in NHS local initiatives to support people living with dementia and their carers, we are now progressing towards our pilot project. This pilot project will support early detection of dementia and will provide a link into the dementia clinical pathway in East Lancashire. This will facilitate a collaborative patient-centred approach with other healthcare professionals across the area.

    2014 - Third Quarter Update

    We are continuing to work with local NHS teams for the ongoing development and inclusion of pharmacy into local care pathways for people living with dementia and their carer’s.

    2014 - Second Quarter Update

    Rowlands has consulted with a patient advocacy group. The learning’s from these consultations have been incorporated into our ongoing dementia plan. A number of our pharmacies have been involved in various local NHS initiatives where available such as the elder friendly pharmacy HLP scheme in the Portsmouth area.

  • Develop 'dementia friendly' services

    We will support our branches to deliver 'dementia friendly' services by making use of alternative ways to promote our current services to people with dementia and their carers and look at opportunities to simplify service documentation to make it more user friendly. We will also offer dementia awareness training to our care home customers to  support them in delivery of care to patients with dementia.

    Status:
    Being implemented

    2016 - Third Quarter Update

    We continue to work with external stakeholders to develop a range of "dementia friendly" pharmacy services for our patients.

    We continue to support new managers inductions by facilitating face to face Dementia Friends sessions to ensure this ethos is embedded throughout each of our pharmacies.

    2015 - Second Quarter Update

    We continue to work with external stakeholders to develop a range of "dementia friendly" pharmacy services for our patients. We continue to support new managers inductions by facilitating face to face Dementia Friends sessions to ensure this ethos is embedded throughout each of our pharmacies.

    2015 - First Quarter Update

    By linking with the Department of Health we have distributed dementia friends booklets available for staff within Rowlands pharmacies to offer practical support for pharmacy teams with activities such as ‘talking on the phone’ to customers living with dementia. We are now developing a “dementia friendly” pharmacy services leaflet to distribute to our patients and their carers so there is a full understanding of how our pharmacies can support them.

    2014 - Third Quarter Update

    We are in the process of launching dementia friend’s booklets to all branches through our links with the Department of Health to support the practical application of the dementia friends program throughout the company.

    2014 - Second Quarter Update

    The training packages offered to our care home customers now include a dementia friend’s session to improve awareness amongst care home employees. By linking with the Department of Health we are making dementia friends booklets available for staff within Rowlands pharmacies to offer practical support for pharmacy teams with activities such as ‘talking on the phone’ to customers living with dementia.