SERVICE LEVEL AGREEMENT FOR PHARMACEUTICAL SERVICES

Sample Service Level Agreement

This is a sample, (very) comprehensive SLA between a Trust pharmacy and a Community Learning Disability service in the same geographic area. Some of this may be useful in preparing one yourselves. The annual financial contract is a separate file, so click here to access it.

CONFIDENTIAL

This document forms part of a service agreement for the provision of Pharmaceutical Services from (-x-) to locations managed by (-y-).

Contents;-

1. SUMMARISED CONTRACT FOR SERVICE LEVEL AGREEMENT FOR PHARMACEUTICAL SERVICES

1.1 Introduction

1.2 Duration of agreement and negotiation

1.3 Services offered

1.4 Charges

1.5 Confidentiality

1.6 Protocols and Liabilities

1.7 Contract variations

1.8 Signature section

2. SPECIFICATION OF THE SERVICE

2.1 Mission statement

2.2 Service Provision

2.3 Service Principles

3. CORE SERVICE DESCRIPTION WITH MEASURABLE ITEMS

3.1 Customer need for the provision and availability of pharmaceutical products to house/unit and patients in a safe, accurate, secure, effective and economic way

3.1.1 Supply of stock to houses and unit

3.1.2 Individual patient dispensing

3.1.3 Computerised stock control, purchasing and budgetary information

3.1.4 Manufacturing, specials and production

3.1.5 Provision of emergency service

3.1.6 Provision of a comprehensive discharge and information package

3.1.7 Maintaining house/unit information pack and user information

3.1.8 Information services

3.2 Customer need for independent, accurate and accessible information on pharmaceutical products to all health care professionals

3.2.1 Formal drug Information services

3.2.2 Education and training

3.3. Customer need for house/unit based clinical pharmacy services to ensure the cost effective, rational and safe use of medicines.

3.3.1 Clinical pharmacy services

3.3.2 Medication counselling services availability

3.4. Customer need for a quality, active and supportive pharmaceutical service

3.4.1 Quality Management

3.4.2 Annual report

4. SUMMARY OF PRICES AND CHARGES

APPENDIX ONE - List of key contacts

APPENDIX TWO - List of centres supplied

1. SUMMARISED SERVICE LEVEL AGREEMENT FOR PHARMACEUTICAL SERVICES

1.1 Introduction

This is a service level agreement for pharmaceutical Services as detailed below, between the pharmaceutical service of (-your pharmacy-) and (-purchaser-).

1.2 Duration of agreement and negotiation

This service level agreement is valid for one year to be reviewed on an annual basis.

1.3 Services offered

Services offered include;-

1.4 Charges

The charge to the purchaser will be as set out in the service level agreement document accompanying this document.

1.5 Confidentiality

The pharmacy services will undertake to provide services in full confidentiality, with due regard to professional and business ethics, Access to Health Records Act 1991 etc.

1.6 Protocols and Liabilities

All complaints will be logged and investigated internally. The outcome of such investigations, where relevant, will be made available to (-purchaser-).

1.7 Contract variations

The pharmacy will be happy to discuss ad hoc activities, developments and variations to the service. Additional work may be undertaken on a one-off basis, subject to negotiation and within staffing limitations. Any such variations in workload will be subject to the agreement of both parties.

1.8 Signatures

See separate service level agreement.

2. SPECIFICATION OF THE SERVICE

2.1 Mission statement of pharmacy services

"(insert here)."

This mission statement is expanded in the guiding principles and objectives for the service included in the users guide.

2.2 Service Provision

Drugs and services will be supplied from the pharmacy at (your) Hospital, which is managed by the Principal Pharmacist for (-your pharmacy-) and currently provides services to (-your Trust-). Distribution of drugs will be via the agreed carrier from (-?-), on a weekly basis to an agreed schedule. Transport via the weekly "top-up" and occasional ad hoc transport at other times in emergencies will also be available.

2.3 Service Principles for pharmacy services to NHS Trusts (for information);-

(-insert your own)

3. CORE SERVICE DESCRIPTION WITH MEASURABLE ITEMS

3.1. CUSTOMER NEED;- PROVISION AND AVAILABILITY OF PHARMACEUTICAL PRODUCTS TO HOUSES/UNITS AND PATIENTS IN A SAFE, ACCURATE, SECURE, EFFECTIVE AND ECONOMIC WAY

This will be achieved by;-

3.1.1 Supply of stock to units and houses

Description;-

Supply of psychiatric and other appropriate medicines, dressings if required and related items carried out accurately, securely, effectively and economically in accordance with the Users Guide. An agreed level of stock will be maintained.

There will be a weekly top-up service to (-purchaser-)
Standards:-

Quantity;-

Weekly or fortnightly trained technician top-up to houses (except where this clashes with Bank Holidays or where severe staff shortage/sickness occur, when alternative arrangements will be made in discussion with the appropriate managers and to their satisfaction)

Weekly drug delivery to the houses/units, with the facility for weekday daily additional deliveries.

Reporting arrangements for quality measures;-

No of items requested in total x100%

3.1.2 Individual patient dispensing

Description;-

Prescriptions supplied according to agreed schedules and standards in Users Guide i.e. non-stock. There will not normally be many self-medications, leaves, discharges etc.

Standards:-

  1. All items dispensed appropriately by or under the direct supervision of a registered Pharmacist
  2. All requested items will be supplied upon request to within agreed waiting times in Users Guide or in the next available pharmacy box, unless house/unit or patient is informed otherwise with the reason and likely delay.
  3. All labelling and dispensing to fulfil legal and ethical requirements
  4. All staff will act in a friendly and courteous manner

Quantity;-

Appropriate supply to (-A-) (?? beds), (-B-) (?? beds) etc.

Reporting arrangements for quality measures;-

3.1.3 Computerised stock control, purchasing and budgetary information

Description;-

Maintenance of optimum house/unit drug stock levels, purchased at optimum prices and the provision of budgetary information and interpretation tailored to the recipients needs.

Standards:-

  1. Purchase at optimum prices
  2. Provision of break-down of drugs supplied with the monthly invoice

Reporting arrangements for quality measures;-

Current price vs. baseline price for top 200 drugs, weighted according to usage

3.1.4 Manufacturing, specials and production

Description;-

Pharmacy can provide if necessary sterile manufacturing (e.g. eye drops, ampoules etc.), TPN's, Cytotoxic reconstitution, aseptic dispensing and IV additives, radiopharmaceuticals and extemporaneous dispensing by or under the supervision of a suitably qualified pharmacist within agreed quality protocols and procedures. This would usually involve an additional charge.

Quantity;-

On request.

3.1.5 Provision of an emergency service (Optional)

Description;-

The pharmacy at (-?-) will operate between 8.30am and 5.00pm Monday to Friday (excluding Bank holidays etc.). At other times an emergency duty pharmacist will be contactable, as detailed in the Users Guide, at an extra charge. Drug deliveries outside routine delivery timetables would invoke an extra charge.

Standards:-

  1. Pharmacy will be open as per the Users Guide, with exceptions for Bank Holidays
  2. A pharmacist will normally be contactable by telephone or reply to a bleep within fifteen minutes of the bleep going off (subject to peak period delays and stacking systems within bleep systems), as per the User Guide.

Quantity;-

Call-outs to be logged

3.1.6 Provision of a comprehensive discharge and information package

Description;-

Provision of (name your things here e.g. pharmacy discharge letter, patient drug information leaflets, books, telephone helpline etc)

Standards

  1. All discharge prescriptions will be provided with an individualised patient information leaflet, a pharmacy discharge letter and the G.P. with relevant information.
  2. A telephone helpline for patients and carers will be available during standard pharmacy opening hours

Quantity;-

Numbers done will be reported in the Annual Report

Reporting arrangements for quality measures;-

3.1.7 Maintaining house/unit information pack and user information

Description

The User Guide will be provided and contain information on e.g. pharmacy services, top-ups, reserve stocks, ordering, out-of-hours details, drug information, quality etc.

Quantity

One per unit or house

Reporting arrangements for quality measures;-

3.1.8 Active Drug Information services

Description

Provision of news sheet to all areas of service, maintenance of, and ensuring availability of …, etc.

Standards

  1. A news sheet will be provided
  2. Continuous availability of "Any Questions" book

Quantity

As above

Reporting arrangements for quality measures;-

3.2 CUSTOMER NEED;- PROVISION AND AVAILABILITY OF INDEPENDENT, ACCURATE AND ACCESSIBLE INFORMATION ON PHARMACEUTICAL PRODUCTS TO ALL HEALTH CARE PROFESSIONALS

This will be achieved by;-

3.2.1 Formal drug information services (Optional - see SLA for charges)

Description;-

Provision of drug information and advice to all professional, carer and patient groups to allow considered and rational decisions to be made on the safe and effective treatment of patients. The service is supported by the Micromedex CD-ROM system, Pharmline Microfiche, library support, on-line MedLine searching and numerous journals and books.

Standards:-

  1. All Drug Information queries will be recorded in a standard manner and back up written responses provided whenever necessary or requested.
  2. Informal drug information queries answered verbally.

Quantity;-

Formal Drug Information questions/queries answered

Reporting arrangements for quality measures;-

3.2.2 Education and training (Optional - see SLA for charges)

Description;-

In-service education can be provided to staff and any carers and patients/clients as detailed in the Users Guide, at standard NHS lecture rates.

Standards:-

  1. Education by appropriate pharmacist or other appropriately qualified person.

Quantity;-

On request.

Reporting arrangements for quality measures;-

3.3. CUSTOMER NEED;- PROVISION OF HOUSE/UNIT BASED CLINICAL PHARMACY SERVICE TO ENSURE THE COST EFFECTIVE, RATIONAL AND SAFE USE OF MEDICINES.

This will be achieved by;-

3.3.1 Clinical pharmacy services (as contracted)

Description;-

Active participation at house/unit level can be provided depending on the supply package agreed (see Users Guide). The main duties of the clinical pharmacist will be;-

  1. Regular visits to inspect medication, documentation etc.
  2. Active and reactive drug information to staff
  3. Education sessions on psychotropic drug therapy as requested
  4. Medication reviews of patients drug histories as requested
  5. Patient education sessions, particularly with respect to consent to treatment, as requested

Standards:-

  1. All prescriptions seen by pharmacist in accordance with the schedules in the Users Guide
  2. Active contribution to multidisciplinary care settings where possible

Quantity;-

House/unit visits done

Number of interventions/contributions/activities

Reporting arrangements for quality measures;-

3.3.3 Medication counselling services availability (Optional - see SLA for charges)

Description;-

Patients and carers can be given verbal and written information on their medication on the houses/units and on discharge when possible, when a need is identified or when requested, according to the contract agreed.

Standards:-

  1. A patient or client shall receive written information if their nurse, pharmacist or doctor thinks they need one and if not already legally required.

Quantity;-

Information sheets and packages produced

Reporting arrangements for quality measures;-

3.4. CUSTOMER NEED;- A QUALITY, ACTIVE AND SUPPORTIVE PHARMACEUTICAL SERVICE.

This will be achieved by;-

3.4.1 Internal Quality Management

Description;-

Quality management is an integral part of the management strategy for pharmacy services.

Standards:-

A number of internal standards are set.

3.4.2 Provision of an annual report of activities, quality measures and achievements (optional)

Description;-

Annual report stating activity data, quality measures and service developments and achievements will be provided by the end of September each year.

Standards:-

  1. Satisfied users and purchasers
  2. Available by September, subject to finance provision of budgetary information

Quantity;-

One copy sent to each purchaser and senior manager

Available to other staff and copies available on request

Reporting arrangements for quality measures;-

4. SUMMARY OF PRICES AND CHARGES

See separate document.

APPENDIX ONE - List of key contacts and phone numbers

(-your pharmacy-);-

(-purchaser-);-

APPENDIX TWO - CENTRES SUPPLIED IN DETAIL

(-purchaser-),

APPENDIX THREE - COST CENTRES SUPPLIED