Enhancing EPS or preparing for it

Well-trained teams are more likely to use EPS efficiently and avoid disruption to pharmacy workflows. Where staff are new or have not received sufficient training, avoidable problems have sometimes occurred.

Your IT system supplier is responsible for providing training on their system. Pharmacy owners are responsible for making sure training is suitable for all members of the team and supports local business processes.

Plan training in advance

• Create a simple training plan and timetable;
• Make sure part-time staff and locums are included;
• Tailor training to different roles within the pharmacy team;
• Encourage all staff to take part, even if the system appears straightforward to use.

Time training carefully

Many pharmacy teams have found that training is most effective when delivered close to:

• a new EPS IT system being introduced;
• a member of staff arriving at the pharmacy or starting to use an EPS IT system for the first time; or
• a new pharmacy opening (most existing pharmacies have already been using EPS).

Consider:

• Providing training shortly before EPS changes are introduced;
• Offering follow-up training once staff are regularly handling electronic prescriptions;
• Using quieter periods for training sessions where possible;
• Supporting staff to capture nominations early so they can become familiar with EPS processes.

If more than four to six weeks pass between recording a nomination and a pharmacy or team member dispensing an electronic prescription, consider confirming that the patient still wishes to use the same nominated pharmacy.

Training options

Ask your IT system supplier what support is available. This may include:

• One-to-one training;
• Webinars;
• Training videos;
• User guides;
• Quick reference documents;
• Help files built into the system; and
• E-learning resources.

Take time to review any training materials provided and make sure pharmacy computers can access online learning resources where needed.

Optimising your business processes

EPS works best when workflows are reviewed and adapted where appropriate.

Consider:

• Discussing workflow changes with local GP practices;
• Reviewing and updating local processes;
• Ensuring locums understand your pharmacy’s way of working;
• Using available system settings and configuration options to support your workflow.

Ongoing support after training

After implementation:

• Ensure all staff know how to contact the appropriate helpdesk;
• Keep supplier support details easy to find;
• Hold short team discussions to identify issues and share learning;
• Encourage staff to suggest improvements to workflows.

If training provided by your IT system supplier does not meet your needs, let them know so that improvements can be made.

Top tips

Assign an EPS lead

An identified member of the pharmacy team can provide day-to-day support and help colleagues with EPS-related queries.

Keep skills up to date

Regular refresher training can help maintain confidence and support accurate processing and reimbursement.

See: EPS essential checklists

Further guidance and factsheets are available at:

https://cpe.org.uk/eps

You can also find IT system supplier contact details and training resources at:

https://cpe.org.uk/supplierlist

Patients need clear information about EPS and how it works.

Pharmacy teams should be able to explain:

• What EPS is;
• How Nomination works;
• The benefits of electronic prescriptions; and
• The choices available to patients.

Good communication between pharmacy teams and GP practices remains one of the most important factors in successful EPS use.

Strong working relationships can help resolve issues quickly and improve the patient experience.

Practical approaches that have worked well

Some pharmacies and GP practices have found it helpful to:

• Identify named contacts in both organisations;
• Agree clear routes for raising queries;
• Hold short regular catch-up meetings during periods of change;
• Review and align local procedures where appropriate.

Because most pharmacies receive prescriptions from multiple GP practices, it may be helpful to develop a wider local engagement approach.

Sharing processes

Exchanging standard operating procedures (SOPs) relating to key activities, such as repeat prescription management, can support consistency and reduce misunderstandings.

Local Pharmaceutical Committees (LPCs) and Local Medical Committees (LMCs) may also be able to help facilitate discussions between local pharmacies and GP practices.

Related resources

• How GPs and pharmacies can work together on EPS business continuity; and
• EPS pharmacy and GP checklist – working together.

You may also find the following guidance helpful:

• Changing IT system supplier;
• Choosing connectivity services;
• Getting smartcards and setting card administrators;
• Managing EPS nominations;
• EPS contingency planning; and
• Obtaining EPS tokens where required.

EPS continues to evolve. Community Pharmacy England works with NHS organisations and system suppliers through the Community Pharmacy IT Group (CP ITG) to support improvements that make systems easier to use and better integrated with wider NHS services.

Future digital developments are expected to focus on improved interoperability, shared records, better referral pathways, enhanced patient communication tools and stronger integration with NHS services.

Q. Do all members of the pharmacy team need EPS training?

Yes. Training should be tailored to individual roles, but everyone involved in dispensing, patient communication or prescription processing should understand the parts of EPS relevant to their work.

Q. Should locums receive EPS training?

Yes. Locums may already understand EPS, but they should also be familiar with your pharmacy’s local procedures and workflows.

Q. How can we improve our use of EPS?

Review your business processes regularly, keep staff training up to date, work closely with local GP practices and use your IT system supplier’s support resources.