Practice leaflet requirements

The clinical governance requirements for pharmacies, set out in paragraph 28(2)(a)(i) of Schedule 4, Part 4, of the National Health Service (Pharmaceutical and Local Pharmaceutical Services) Regulations 2013, included a requirement that the pharmacy contractor (P) “…produces in an approved manner, and makes available in an appropriate manner, a practice leaflet containing approved particulars in respect of P’s pharmacy premises”.

NHS England published the updated approved particulars setting out the requirements for the pharmacy practice leaflet on 19th July 2023.

The practice leaflet had to include the following:

1. Name, address and telephone number of the pharmacy;
2. If owned by a company based elsewhere, the contact details for their head office;
3. Opening hours;
4.  A list or description of NHS services available at the pharmacy (including Advanced, but not necessarily Enhanced services or other locally commissioned services);
5. Access arrangements for disabled customers, including adjustments to premises or services which may be offered to patients with a disability;
6. NHS 111 details as follows:
   “When the pharmacy is closed, if you urgently need medical help or advice but it’s not a life-threatening situation, contact NHS 111, by calling 111. Information can also be accessed at www.nhs.uk”;
7. A statement that the pharmacy is not obliged to serve violent or abusive customers;
8. A statement that the pharmacy complies with the Data Protection Act and the NHS code on confidentiality;
9. Detail of how to find out more about services offered, comment on those services, or make a complaint;
10. Contact details of the commissioner, i.e. the relevant Integrated Care Board as communicated to the pharmacy by the commissioner; and
11. The leaflet could refer to healthcare-related non-NHS services provided by the pharmacy, but if it did so, it had to be under a separate heading “Other services we provide”.

The leaflet had to be printed using a plain font in minimum size 12 pt, with sufficient contrast between print and background colour.

The leaflet had to be branded with the NHS primary care logo (which is made up of two elements – the NHS logo and the pharmacy descriptor line “Providing NHS Services”), ideally in the top right hand corner on the first page. The NHS logo had to, as a registered trademark, be used in accordance with the NHS identity guidelines for primary care. A pharmacy/practice logo could be used as well, if the pharmacy had one.

Practice leaflet template

Community Pharmacy England’s leaflet templates were provided to assist pharmacy owners with creating their own leaflets.

Bi-fold template practice leaflet (Updated August 2023) (Microsoft Word)

Tri-fold template practice leaflet (Updated August 2023) (Microsoft Word)