Quality is not simply a set of standard operating procedures: it must be deeply embedded within the culture to produce excellent outcomes. Irrespective of the pharmacy practice, the pharmacist requires a number of components in order to deliver a patient-focused service. We work within a system of operations, workflows, facilities, processes and products, culture, employees, healthcare professionals (often in silo professions) and patients.

The system must be optimised to achieve quality outcomes. Clinical governance, which is really a quality philosophy, reinforces this system thinking. A quality system provides quality assurance to a pharmacy practice.

Quality leadership and culture

Leadership is key to a successful quality system. Communicating the goals and objectives of the system are critical to engaging employees. Research has shown that employees do not align to well-heeled policies and procedures.

However, organisations that promote a positive quality climate, by providing excellent leadership, reducing fears, and offering ongoing employee feedback, encourage positive employee quality behaviours.¹

A positive quality climate is essential to achieving results. Policies and processes are merely academic exercises, if the organisation lacks a quality culture. Quality outcomes, of course, vary from one industry to the next, but core to all, is the organisation’s ability to promote individual ownership of quality and a positive culture of improvement.