Auditing, supervision and the human side of every PCN contract.

Performance Supervision exists to make sure every BCS pharmacist is delivering against clinical and operational standards — and growing as a clinician while they do it. The team audits and reports on pharmacist activity, supervises new and existing pharmacists, identifies training needs and runs the structured development pathways that turn good pharmacists into highly skilled primary care clinicians.

A typical week is a mix of one-to-one PDP catch-ups, supervision of new starters, background development of dashboard reporting and templates, review meetings with PCNs and practices, internal team meetings and live troubleshooting for clinical and system queries from pharmacists on the ground.

BCS runs performance monitoring on two tracks. Quantitative review happens quarterly through Power BI dashboards — medication reviews, total encounters, letters actioned, CQC work, QOF work and practice projects, visualised per pharmacist, per practice and per PCN. Qualitative review happens annually and examines how the work is actually completed within consultations.

A utilisation rate above 100% on the dashboard isn't an error — it's the signal we're aiming for. It means the pharmacist is doing multiple things in one encounter, making every contact count, exactly as primary care pharmacy should be delivered.

A huge part of what Performance Supervision does doesn't fit neatly into a department purpose or an objective. The team builds morale around the hubs, acts as the bridge between pharmacists and senior management, and is consistently available — in any capacity — to colleagues across the business.

Relationships with the pharmacists on the ground and with external PCN and practice staff are the work. They take time and effort, they sit outside any KPI, and they are the reason BCS services hold together at scale.