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Enhancing Person-Centred Care Through Chat, Check, Chart is a tool that builds on the foundation laid by Behaviours That Matter, providing a purposeful framework for patient care. Chat, Check, Chart (CCC) connects the five behaviours across the patient care process, from building a relationship and understanding the person to establishing, monitoring, documenting, and communicating the care plan. Many pharmacy teams already apply many of the aspects of CCC in their practice, but the framework brings these elements together in a way that can be consistently implemented.
Chat, Check, Chart can be applied across a range of patient encounters, and the framework can support a brief interaction or a more comprehensive assessment. How CCC is applied will depend on the patient’s needs and the care being provided.
- Example #1: A patient picking up a routine refill who appears to have no changes or concerns may still require a conversation to confirm how therapy is going, identify whether anything has changed, identify any concerns about compliance or ways in which the person is taking their medication, and determine whether further assessment or follow-up is needed. Relevant care is documented and communicated to the patient’s circle of care when required.
- Example #2: A patient presenting with new symptoms may require more extensive information gathering and assessment by evaluating Indication, Effectiveness, Safety, and Use/Adherence (IESU), an evidence-informed plan that could include treatment or referral, defined monitoring and follow-up, and documentation and communication of the care provided.
Through Chat, pharmacists build relationships and gather information. Through Check, pharmacists assess that information, establish a plan, and determine monitoring and follow-up. Through Chart, pharmacists document and communicate the care provided.
By integrating information gathering, assessment, planning, follow-up, documentation, and communication throughout the care process, CCC helps keep the patient’s needs and goals central to care. We encourage pharmacy teams to explore the updated CCC tools and consider how the framework can support person-centred care in their everyday practice.
In the next article in this series, we will explore how CCC provides a foundation for prescribing, deprescribing, and adapting.
