Community Pharmacy Patient Questionnaire - some Frequently Asked Questions

FAQ's

Do I have to organise a CPPQ? Yes – it is an "essential" service as part of clinical governance requirements in the "new" pharmacy contract.

When is the best time for a CPPQ? You will need to complete the questionnaire by the end of March in each year, a questionnaire will probably take at least two months from conception to completion.

Do I have to use the national templated CPPQ? Yes – this has been agreed nationally between PSNC and the Department of Health. The use of a national set of questions will allow you to compare your results with similar pharmacies. The questions in the national template questionnaire have been piloted in pharmacies and that they produced useful results.

Can we add my pharmacy logo or additional questions be added to the CPPQ? You can add your logo, or your own questions to the template provided they are related to the provision of healthcare services, eg questions on:

• the advanced or enhanced services you provide
• the location of the pharmacy
• access to the pharmacy
• customer service
• services related to Pharmaceutical Services such as prescription collection and/or delivery services

... a few extra questions could added, but remember not to make the CPPQ too long and complex for patients to complete, and therefore resulting in a low return percentage. Probably no more than five should be added.

Which patients should we give the questionnaire to? Select patients so as to get a good cross-section of the patient profile of the pharmacy, i.e. don’t just give them out to specific groups of patients, or to people accessing a particular service, or those who you think will give the "right" answers. You should aim to distribute them evenly over the opening hours of the pharmacy; you might find it easiest to ask say every third customer. Seeking the views of a wide range of patients will produce a balanced view that will be of the most use.

Can patient comments be identified back to them? No, unless the patient chooses to enter their details on the questionnaire. The questionnaire is anonymous, but not confidential in most cases.

Can I publish my own results and use them in advertising material? Yes, as long as you comply with RPSGB guidelines.

Can we help patients to fill in the questionnaire? Limited assistance for those with poor eyesight, or explaining the questions could be given as long as it is impartial, should help with the questionnaire be requested.