A safeguarding worry at the counter

Introduction

Pharmacy teams see the same people week after week, which means they notice change. Safeguarding does not ask counter staff to investigate. It asks them to notice, record and tell the right person. This scenario shows what that looks like.

What happened?

An older woman had collected her own prescriptions from the pharmacy for years. Over a few weeks a man started collecting for her. He said he was a neighbour helping out. On one visit she came in with him. She seemed confused, looked at him before answering questions, and had a bruise on her forearm which the man explained before anyone asked.

The man asked the counter assistant which of the woman's medicines were 'the strong ones' and whether the pharmacy could deliver instead. He also mentioned that he was 'helping with her pension'.

The assistant felt uneasy but did not want to accuse anyone. After they left she wrote down what she had seen and heard, with the date and time, and told the pharmacist.

What was the concern?

• Several small signs together: a new person controlling contact, confusion, a bruise with a ready explanation, interest in the strongest medicines, and mention of money.
• None of these proves anything. Together they are a reason to pass the concern on.
• The risk of doing nothing: an adult who may be at risk stays invisible.

What was the outcome?

In this scenario the pharmacist took the concern seriously, checked the pharmacy's safeguarding procedure, and made a referral to the local adult safeguarding team, recording what had been reported and by whom. The pharmacy did not confront the man and did not discuss the referral with him. What happened next was for the safeguarding team. The pharmacist told the assistant she had done exactly the right thing.

What can we learn?

1. Your job is to notice and report, not to investigate or confront.
2. Write down what you saw and heard, factually, with date and time, as soon as you can. Facts, not opinions.
3. Tell the pharmacist or your safeguarding lead the same day. Do not wait to be sure.
4. Confidentiality is not a reason to stay silent. Sharing a safeguarding concern with the right person is allowed and expected.
5. Know where your pharmacy's safeguarding procedure and local contact numbers are kept.

Relevant pharmacy practice

Every pharmacy should have a safeguarding procedure and a named lead, and staff should have safeguarding training appropriate to their role. Adults may be at risk of abuse or neglect, including financial abuse, and pharmacy staff are often well placed to spot the signs. Concerns are passed to the pharmacist or safeguarding lead, who decides whether to refer to the local authority safeguarding team.

PPets learning connection

Safeguarding adults and children is part of the Level 2 Certificate. This scenario works well alongside your pharmacy's own safeguarding training.

Record this as CPD

Registered pharmacy technicians can use this article towards GPhC revalidation, as an unplanned CPD entry or as the starting point for a reflective account. Pharmacy assistants and trainees can use it as evidence of reflective practice. Note down three things:

1. What you learned from this article
2. How you have applied it, or will apply it, in your own role
3. The benefit to the people who use your pharmacy's services

Sources and further reading

• GPhC standards and guidance for pharmacy professionals
• GPhC guidance on raising concerns

Related from PPets

• Level 2 Certificate for pharmacy support staff

This article is for general educational purposes only. It is not legal advice, professional regulatory advice or clinical advice about an individual patient. Always follow your pharmacy's SOPs and check current official guidance and product information.

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