The Community Pharmacist Consultation Service must be available whenever the pharmacy is open. Community pharmacies have been criticised in the past because of the inconsistency of service availability, for example during holidays, days off and sickness. Locums, relief pharmacists and second pharmacists must be able to deliver the service.

The process for booking locums must ensure that locums are able to deliver the CPCS. Checking this should become part of the arrangement when booking locums. Locum induction and orientation processes should include the SOP for CPCS and team members responsible for locum orientation should be trained to ensure locums know what is expected of them and how the process works in the pharmacy. Team members should also know what to do if the locum is unwilling or unable to provide the service.

Circumstances will occur when the service cannot be provided from the pharmacy and to accommodate this pharmacies can temporarily withdraw from the service. The pharmacy must inform NHS111 and IUC CAS to avoid further referrals during this period. This can be done by contacting the NHS Directory of Services Provider and Commissioner Helpline (0300 0300 363).

If NHS111 cannot make referral of patients or a patient is not able to speak to a pharmacist after referral the contractor will be referred to NHS England who will investigate the situation. NHS England will also be asked to investigate if a pharmacy regularly withdraws temporarily from the service. This may result in the pharmacy being removed from the service.
Pharmacies can permanently withdraw from the service. This is done by notifying NHS England through the MYS portal giving one month’s notice.