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Behaviours that matter is the foundational tool in the revised Chat, Check, Chart framework, providing pharmacy professionals with a common framework for consistently applying person-centred care in everyday practice.
As visualized in the design of the tool, every patient encounter begins as a blank canvas, and each behaviour adds another brushstroke. Together these behaviours help you paint a complete picture of the person, supporting meaningful relationships, a better understanding of their needs, and the development of appropriate care plans:
- Talk to the person, not the patient: Introduce yourself, communicate clearly, and engage respectfully to build a meaningful interaction.
- Look beyond the prescription: Ask open‑ended questions to understand the patient’s expectations, needs, and goals.
- Make it make sense: Use your professional judgement and an evidence‑informed process that considers patient needs.
- Follow through, follow up: Establish a monitoring and follow-up plan that defines who will follow up, what will be assessed, and when.
- Share the story: Document the plan and communicate relevant information within the patient’s circle of care.
While many pharmacy professionals already demonstrate these behaviours, reviewing this tool as a team provides a common framework and language to support consistent, person-centred practice. These five interconnected behaviours support meaningful patient relationships, comprehensive assessments, evidence-informed decision-making, follow-up, and continuity of care.
How will you and your team paint your picture? How will you use this tool and these behaviours to support positive patient experiences?
In the next article in this series, we will explore how these behaviours are applied within pharmacy practice using Chat, Check, Chart.
