Dispensing SOPs

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Wrong
prescription Check name,
Refer to Old address Wrong name
given to address, postcode and DOB
pharmacist or surname or address
customer of customer
by surgery
Correct details
Print name and address of

customers on script if hand Change name
Return written; tick if computer or address
prescription generated
to surgery
Refer to
Refer to Verify Doctor has signed the
Not signed Price not pharmacist for
pharmacist prescription
acceptable advice
See Prescription Verify

Private Obtain price &
Reception – paid Paid script exemption
script inform customer
prescriptions status
Exempt
Price
Ensure customer/representative acceptable
declaration signed and
dated if required
Attach
Obtain
receipt to
payment
prescription
Check evidence of
No evidence Evidence
exemption if
required
Mark evidence not seen if

Ensure NI number present
required. Cross box discreetly
where required
in presence of customer
Advise of
estimated
waiting time
Annotate
prescriptions for
time and Waiting
(W) or Calling
Back (CB)
Annotate number of
forms i.e. 1/2, 2/2
Place prescription(s)
in appropriate
coloured basket and
add to dispensing
queue
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Is patient going
Yes
to pay now?
No
Accept appropriate number of

Collect charge at prescription
charges. Enter amount on back
transfer stage
of prescription
Advise of estimated
waiting time
Annotate
prescriptions for time
and Waiting (W) or
Calling Back (CB), Paid
or To pay
Annotate number of
forms i.e. 1/2, 2/2
Place prescription(s) in
appropriate coloured
basket and add to
dispensing queue
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In addition to Prescription
Reception SOP
Stamp docket with branch

stamp
Complete docket and pass

customer’s portion to
customer / representative
Clearly mark docket with

number of forms
Attach completed docket to

prescription and place in
appropriate coloured basket
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Return to prescriber Are any

prescriptions
for controlled
No drugs?
Yes
No
Legal requirements
correct?
Dispense prescription
following SOP
Yes
Dispense prescription Ensure correct endorsement /

following Dispensing and coding on prescription form
Recording of Prescriptions
for Controlled Drugs in the
Pharmacy SOP
Attach ‘To Pay’ sticker

Does the customer pay
Yes to bag, completing
for their prescription?
amount to pay
No
All forms must be stamped

at the bagging up stage
(non- CoMPaSS)
Attach prescription to bag
Place in collection area
Customer collects
prescription. Reverse of form Record in Private
Private
completed / levy taken if prescription prescription book and
appropriate. Follow store in file
Prescription Transfer SOP
Place completed prescription

in secure area for counting
at end of day
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Return to prescriber Are any prescriptions
for controlled drugs?
No
Yes No
Legal requirements Dispense prescription

correct? following SOP
Yes
Ensure correct endorsement /

Dispense prescription coding on prescription form
following Dispensing and
Pharmacy SOP Attach ‘To Pay’ sticker
Does the customer pay Yes to bag, completing
for their prescription? amount to pay
No
All forms must be stamped

at the bagging up stage
(non-CoMPaSS)
Locate suitable storage

location and annotate script
Place bag in storage location

and file script A-Z
Customer returns - locate

script and retrieve bag
Customer collects
prescription. Reverse of form Record in Private
Private
completed / levy taken if prescription book and
prescription
appropriate. Follow store in file
Prescription Transfer SOP
Place completed prescription

in secure area for counting at
end of day
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Check all received Count total

prescriptions against list number of items
held in pharmacy and record for MRS
Refer to Repeat
Are any of the Prescription
prescriptions ‘Keep Yes Collection Service -
Return to prescriber Repeat’ or ‘ExRx’? Keep Repeat SOP
or ExRx SOP
No No
Are any
Legal requirements prescriptions for
Yes
correct? controlled drugs
(CD)?
No
Yes
Dispense prescriptions
following SOP
for Controlled Drugs in the Ensure correct endorsement /
Pharmacy SOP coding on prescription form
Does Attach ‘To Pay’

customer pay for sticker to bag,
Yes
prescription? completing amount
to pay
No
All forms must be stamped at the

bagging up stage (non-CoMPaSS)
Attach prescription to bag
Place in collection area
Customer collects prescription.

Reverse of form completed / levy
taken if appropriate.
Follow Prescription Transfer SOP
Place completed prescription in

secure area for counting at end
of day
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Count total
Check all received prescriptions
number of items
against list held in pharmacy
and record for MRS
Refer to Repeat
Are any Prescription
Return to prescriber of the prescriptions ‘Keep Yes Collection Service -
Repeat’ or ‘ExRx’? Keep Repeat SOP
or ExRx SOP
No No
Are
Legal requirements any prescriptions for
Yes controlled drugs
correct?
(CD)?
No
Yes
Dispense prescriptions following SOP
Ensure correct endorsement /
coding on prescription form
Pharmacy SOP
Does Attach ‘To Pay’

customer pay for sticker to bag,
Yes
prescription? completing
amount to pay
No
All forms must be stamped at the

bagging up stage (non-CoMPaSS)
Locate suitable storage location and

annotate script
Place bag in storage location and file

script A-Z
Customer returns – locate script and

retrieve bag
Customer collects prescription.

Reverse of form completed /
levy taken if appropriate.
Follow Prescription Transfer SOP
Place completed prescription in secure

area for counting at end of day
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Pharmaceutical Assessment
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Return to prescriber
Legal requirements correct? No
for correction
Yes
Genuine?
Yes
Allowed on NHS?
Yes
Record any
No clinically
Is dose form appropriate? intervention
Professional required significant event
No judgement (see on Intervention
handy hints) & Referral form
Yes and annotate
CoMPaSS
Yes
Intervention
No contraindications required
Yes Follow Labelling

Follow Intervention SOP
SOP
No interactions
Yes
No
No adverse reactions
Yes
No misuse issues?
Yes
Drug in local formularies?
Yes
Drug suitable for

customer’s condition?
Yes
Labelling SOP
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Contact prescriber
or discuss with
customer
CUSTOMER
PRESCRIBER
(see Customer SOP)
Inform customer of
the need to contact
prescriber without
causing undue alarm
Prescriber
available?
No Yes
When will prescriber be

available? If unavailable Discuss query
consider discussing with with prescriber
alternative prescriber
Inform customer of delay and

Agreement
when query will be resolved.
reached with prescriber on
Obtain contact telephone
appropriate action
number if appropriate
No Yes
Record any clinically

Decision significant
made based on interventions on
Dispense
professional Intervention &
judgement Referral form and
annotate CoMPaSS
Not dispense
Refer customer to
Labelling SOP
prescriber

significant interventions on Communicate
Intervention & Referral outcome to
form and annotate customer
CoMPaSS
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Contact prescriber
or discuss with
customer
PRESCRIBER
CUSTOMER
(see Prescriber SOP)
Agreement
reached with customer on
appropriate action
No Yes

Pharmacist to make decision significant interventions on
based on professional Dispense
Intervention & Referral Form
judgement and annotate CoMPaSS
Not dispense
Refer customer to prescriber Labelling SOP
Record any clinically significant

interventions on Intervention &
Referral Form and annotate
CoMPaSS
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;fefkY\Zfe]ifekXk`feXcn_\eZfekXZkè^gi\jZi`Y\ijXYflk\iifijÆn\XccdXb\d`jkXb\j%
Kipkf\ejli\k_Xkpfl_Xm\ZfekXZkn`k_gi\jZi`Y\ijfk_\ik_Xen_\e[`jZljjè^èk\im\ek`fejjfXjkfXmf`[
k_\ÊPflËm\dX[\Xefk_\i\iifiËkiXg%
DXb\jli\k_Xkpfl_Xm\Xcck_\è]fidXk`fek_Xkpfln`cce\\[9<=FI<ZfekXZkè^k_\gi\jZi`Y\i#\%^%`]X[il^
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8ccZcè`ZXccpj`ê`ÔZXekèk\im\ek`fejfii\]\iiXcjj_flc[Y\i\Zfi[\[fek_\@ek\im\ek`fe&I\]\iiXc]fidXe[
k_\Xggifgi`Xk\\ekipdX[\fek_\Zljkfd\iËj:fDGXJJi\Zfi[%
<ejli\k_XkXccgXk`\ekjk_XkXi\kXbè^leljlXc[il^jfi[fj\jk_Xk_Xm\Y\\egi\m`fljcpm\i`Ô\[Ypk_\
gi\jZi`Y\i_Xm\efk\jfe:fDGXJJkfk_`j\]]\Zk%
@]XeXî\\d\ekZXeefkY\i\XZ_\[n`k_k_\gi\jZi`Y\i&gXk`\ekfeXggifgi`Xk\XZk`fek_\e`kdXpY\X[m`jXYc\
kfjg\Xbkfpfli:cljk\iC\X[G_XidXZpDXeX^\i#EG8fik_\Jlg\ièk\e[\ekj;\gXikd\ek]fi]lik_\iX[m`Z\&
i\XjjliXeZ\%
@ek\im\ek`fejgifm`[\Xi`Z_jfliZ\f]dXk\i`Xc]fi:G;%K_\pZXe_\cgpflkf`[\ek`]p^Xgjèpflibefnc\[^\%
*' ;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j
G`Zbè^
;`jg\ejXipJFG
With reference to
prescription,
select drug(s)
from shelf/fama
drawer
Follow Owings Is there sufficient

No
SOP stock?
Yes
Place selected drug(s) in

dispensing basket with
prescription(s)
;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j *(
CXY\ccè^Y\]fi\g`Zbè^
;`jg\ejXipJFG
Does
Enter patient’s No customer have CoMPaSS
details record?
Yes
Follow Owings No Check item in stock?

SOP
Yes
Advise
Follow pharmaceutical
Intervention Professional checker of Review DUR
judgement interactions/
SOP
dose/medication
changes
Follow Owings
Select dispensed product on
SOP if
appropriate CoMPaSS
Review prescription summary and

order as appropriate
Generate labels
Endorse / code
prescription
Place labels with

prescription in
basket
Picking SOP
Assembly SOP
*) ;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j
CXY\ccè^X]k\ig`Zbè^
;`jg\ejXipJFG
Picking SOP
Yes
Does
Enter patient’s customer have
No
details CoMPaSS
record?
Yes
Advise
pharmaceutical
Follow checker of
Professional
Intervention interactions/ Review DUR
judgement
SOP dose/medication
changes
Follow Owings
Select dispensed product on
SOP if
CoMPaSS
appropriate
Review prescription summary

and order as appropriate
Generate labels
Endorse / code
prescription
Place labels with

prescription in
basket
Assembly SOP
;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j **
8jj\dYcp
;`jg\ejXipJFG
Labelling SOP
Check expiry date

is sufficient for
treatment period
for drug selected
Calculate/ measure/
count required
quantity
Transfer to
Obtain copy
appropriate
of P.I.L if
container(s)
not available
with P.I.L
Attach labels to
products without
covering product
name
Mark any split

packs with X using
permanent marker.
Mark date of
opening on
liquid preparations
Check prescription
with item. Check
prescription with
label
Initial ‘disp by’ box
Accuracy check
SOP
*+ ;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j
Fnè^j@
;`jg\ejXipJFG
Insufficient stock to satisfy
prescription
If customer/representative is
present - advise of incomplete Obtain contact details
nature and estimated time of for customer if
availability or manufacturer appropriate
difficulty
Detach customer copy

when prescription is
collected
Ensure sufficient stock is

ordered
Attach prescription
and full owing slip to
bagged item
Generate owing
Calling back labels using
CoMPaSS and fix to
Customer
copy owings slips. If for a Branch copy
Controlled Drug
mark owing slip with
Waiting “CD”
Give to customer with

Keep with original
any remaining items on
prescription
prescription
Confirm estimated
date and time of
availability Follow Owings Part 2
Advise customer to
collect owed
medication within 2
months or within 28
days of the appropriate
date on the
prescription for CD’s
;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j *,
Fnè^j@ @GJJ
;`jg\ejXipJFG
Detach customer copy

Insufficient stock to
when prescription is
satisfy prescription
collected
Place bag in storage If customer/representative is

location present - advise of incomplete Obtain contact details
nature and estimated time of for customer if
availability or manufacturer appropriate
difficulty
Locate storage
location. Annotate
location. Place
prescription in A-Z file.
Ensure sufficient stock is

ordered
Attach full owing slip
to prescription
Calling
back Customer Generate owing labels Branch copy
copy using CoMPaSS and
fix to owings slips
Waiting
Give to customer with

any remaining items on
prescription
Keep with original
prescription
Confirm estimated
date and time of
availability
Follow Owings Part 2

Advise customer to
collect owed
medication within 2
months or within 28
days of the appropriate
date on the
*- ;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j
Fnè^j) ]fijZ_\[lc\)Xe[*Zfekifcc\[[il^j
;`jg\ejXipJFG
Owings Part 1
Stock arrives to complete

prescription. Update stock
levels on CoMPaSS
Owing medication dispensed

with reference to original
prescription (follow SOP)
Owing uncollected after 21

days NB expiry date for
schedule 2, 3 & 4 CD scripts
is 28 days
Contact customer to remind

Follow Prescription
about owing and / or deliver
transfer SOP
item (s)
Yes
Patient Inform patient no

Is
or representative calls to longer valid and
Yes prescription still No
collect Rx or Rx to be prepared refer to prescriber
in date?
for delivery
No
Medication disposed of as ‘out

Is owing for of date’ and mark as “N/C” in
full pack of medication. CoMPaSS. If schedule 2 CD,
Full quantity owed No
mark as “unusable stock” and
eg Rx for 28: owe 28? quarantine in CD cabinet
awaiting destruction
Yes
Owing annotated ‘N/C’ on

CoMPaSS. Medication Endorse Rx with
returned to stock following amount supplied
check of expiry date and and date of supply.
batch no
Return Rx to
Endorse item as ND, and Process prescription
prescriber if no
cross through for payment
other items on Rx.
;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j *.
;`jg\ejXipJFG
*/
Owings Part 1

levels on CoMPaSS

Full pack of medication. Full pack of medication. Split pack of medication.

Full quantity owed e.g. Rx Part quantity owed e.g. Rx for Part quantity owed e.g. Rx for
for 28 ; owe 28 56; owe 28 100; owe 17
Prescription attached to Prescription Follow Prescription

Completed prescription
bag collected Transfer SOP Prescription processed and Prescription processed after
stored for counting at
reissued after dispensing owing dispensing owing
end of day
;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j
months or 21 days for
controlled drugs NB 28 Owing slip attached to bag Owing slip attached to bag
day expiry of schedule 4 Prescription
CDs collected
Owing uncollected after 2 Owing uncollected after 2
Contact customer to months or 21 days for months or 21 days for
remind about owing and/ controlled drugs NB 28 day Prescription
controlled drugs NB expiry
or deliver item(s) expiry of schedule 4 CDs collected
of schedule 4 CDs is 28 days
Fnè^j) \oZcl[è^jZ_\[lc\)Xe[*:;Ëj
Medication Yes Contact customer to remind Contact customer to

collected/ about owing and/or deliver remind about owing and/
delivered? item(s) Follow Prescription or deliver item(s)
Transfer SOP
No Medication Medication
collected/ Yes Yes collected/
Owing annotated ’N/C’ on delivered? delivered?
CoMPaSS and prescription
returned to surgery
if single item No No
Medication returned to stock following check of expiry date, Medication disposed of as ‘out of date’
Medication returned to stock adjust stock level and mark as ‘N/C’ on CoMPaSS and mark as “N/C” in CoMPaSS
following check of expiry date
excluding Schedule 2 and 3 CD’s
Owings Part 1

levels on CoMPaSS

Full pack of medication. Full pack of medication. Split pack of medication.

Full quantity owed e.g. Rx Part quantity owed e.g. Rx for Part quantity owed e.g. Rx for
for 28 ; owe 28 56; owe 28 100; owe 17
Follow Bagging Up SOP to Prescription Follow Prescription Completed prescription

Prescription processed after Prescription processed after
store medication collected Transfer SOP stored for counting at
dispensing owing dispensing owing
end of day

months or 21 days for Owing slip attached to bag Owing slip attached to bag
controlled drugs NB 28 day Locate storage location.
expiry of schedule 4 CDs Attach copy bag label to
Owing uncollected after 2 empty bag with storage Owing uncollected after 2
months or 21 days for location annotated. months or 21 days for
Contact customer to Place in A-Z file. Store
controlled drugs NB 28 day controlled drugs NB expiry
remind about owing and/ bag in storage location.
expiry of schedule 4 CDs of schedule 4 CDs is 28 days
or deliver item(s)
Prescription
Contact customer to collected
Contact customer to
Yes remind about owing and/or remind about owing and/or
Medication
deliver item(s) Follow Prescription deliver item(s)
collected/
delivered? Transfer SOP
Fnè^j) @GJJ \oZcl[è^jZ_\[lc\)Xe[*:;Ëj
Medication Medication
No
collected/delivered? Yes Yes collected/delivered?
Owing annotated ‘N/C’ on
CoMPaSS and prescription
returned to surgery if single item No No
Medication returned to stock following check
Remove copy bag label Medication disposed of as ‘out of
of expiry date, adjust stock level and mark as
Medication returned to stock from A-Z file date’ and mark as “N/C” in CoMPaSS
“N/C” on CoMPaSS
following check of expiry date
;`jg\ejXipjkXe[Xi[fg\iXkè^gifZ\[li\j
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Accuracy Check
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If the prescription has been assembled by the pharmacist ensure a mental break is taken before
the Accuracy Check is carried out
Check The Product Check Label
Read strength of item Read through

on prescription and prescription
check against item
Read the prescription

and check it matches Check prescription
name on bulk pack or against label for
patient pack - customer name
- medication name
- strength
- quantity
Check that multiple
- dosage form
packs are the same
medication and same
strength
Check that prescription

matches dose /
instructions on the label
Check expiry dates
on all packs
Ensure “dispensed by”

Check drug form on box marked
prescription against that
dispensed e.g. ointment
Mark ‘checked by’ box

Check quantity on on dispensing label
prescription against
that dispensed
Ensure correct
Bulk packs - visually endorsement/coding on
check contents of prescription form. Check
dispensed container that back of form is
match contents of completed correctly
bulk pack (including correct
number of charges)
Check that pack

contains relevant P.I.L.
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Place items in bag,
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Check all prescriptions are

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Attach completed
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Mark bags if more than

one. 1 of 2, 2 of 2, etc
Attach sticker if
appropriate, e.g. fridge,
pharmacist, CD
Return bulk and split

packs to appropriate
places on shelves / Fama
drawers
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Place items in bag, counting

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count with items on
prescription
All prescriptions must

be stamped
Mark bags if more than one.

1 of 2, 2 of 2 etc
Attach sticker if appropriate,

e.g. fridge, pharmacist, CD. Also
add note to script if
appropriate.
Locate suitable storage location
Annotate location on
prescription
File prescription in A-Z file
Place bag in storage location
Return bulk and split packs to

appropriate places on shelves /
Fama drawers
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Confirm customer’s name
Refer to pharmacist Is customer /

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if appropriate
over 16?
Yes
Accept appropriate number of Confirm address with customer /

charges if applicable. Enter To pay? representative and cross check
amount on back of prescription against bag label & prescription
Advise customer to collect owed Is

medication within 2 months or within there an
Yes
28 days of the appropriate date on the owing on the
prescription for CD’s Rx?
Record any clinically No

significant advice or
referral made on Refer to pharmacist Respond to note / label on bag
Intervention & if appropriate if appropriate, e.g. fridge
Referral form and
annotate CoMPaSS Yes
Is further Ask
advice if customer has
to customer No
had medication
required? before?
Yes
Remove prescription from bag and Ensure any

check prescription is completed / prescriptions for
signed on the reverse & schedule 2,3 and
No
appropriate levies paid 4 CD(s) are still
(including appropriate signature for valid – within 28
schedule 2 or 3 CD collection). day expiry
Check the CoMPaSS exemption
matches back of the RX
Transfer to customer or
representative
Ensure appropriate register entry

is made (i.e. CD register)
Place prescription in secure area to

be counted at the end of day
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Completed Prescription
Confirm customer’s name
Refer to pharmacist Is customer /

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if appropriate
Yes
Retrieve prescription from A-Z

file and locate bagged medication
Accept appropriate number Ask customer / representative

of charges. Enter amount on To pay? for address and cross check
back of prescription against bag label & prescription
Advise customer to collect owed

Is
medication within 2 months or within
Yes there an owing on
28 days of the appropriate date on the
the Rx?
No
significant advice or
Respond to note / label on bag or
referral made on Refer to pharmacist if
prescription if appropriate, e.g.
Intervention & appropriate
fridge, CD
Referral form and
annotate CoMPaSS Yes
Is
further advice Ask if customer
to customer No has had medication
required ? before?
Yes
Ensure any
Check prescription is completed /
prescriptions for
signed on the reverse &
schedule 2,3 and 4
No appropriate levies paid (including
CD(s) are still
appropriate signature for
valid – within 28
schedule 2 or 3 CD collection).
Check the CoMPaSS exemption day expiry
matches back of the Rx
Transfer to customer or
representative
Ensure appropriate register entry

is made (i.e. CD register)
Place prescription in secure area

to be counted at the end of day
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Dispensing SOPs

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Dispensing SOPs

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Dispensing SOPs

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JkXe[Xi[fg\iXk`e^gifZ\[li\j

K`kc\ EXd\ J`^eXkli\ ;Xk\

8lk_fi`j\[Yp Jlg\i`ek\e[\ek E`ZbDfik`d\i (.%'-%'0

Print name and address of

See Prescription Verify

Mark evidence not seen if

Accept appropriate number of

Stamp docket with branch

Complete docket and pass

Clearly mark docket with

Attach completed docket to

Return to prescriber Are any

Dispense prescription Ensure correct endorsement /

Attach ‘To Pay’ sticker

All forms must be stamped

Attach prescription to bag

Place in collection area

Place completed prescription

Legal requirements Dispense prescription

Ensure correct endorsement /

All forms must be stamped

Locate suitable storage

Place bag in storage location

Customer returns - locate

Place completed prescription

Check all received Count total

Does Attach ‘To Pay’

All forms must be stamped at the

Attach prescription to bag

Place in collection area

Customer collects prescription.

Place completed prescription in

Does Attach ‘To Pay’

All forms must be stamped at the

Locate suitable storage location and

Place bag in storage location and file

Customer returns – locate script and

Customer collects prescription.

Place completed prescription in secure

Yes Follow Labelling

Drug in local formularies?

Drug suitable for

When will prescriber be

Inform customer of delay and

Record any clinically

Record any clinically

Record any clinically

Refer customer to prescriber Labelling SOP

Record any clinically significant

Follow Owings Is there sufficient

Place selected drug(s) in

Follow Owings No Check item in stock?

Review prescription summary and

Place labels with

Review prescription summary

Place labels with

Check expiry date

Mark any split

Initial ‘disp by’ box

Detach customer copy

JkXe[Xi[fg\iXk`e^gifZ\[li\j

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