ACP recently heard from a member of the public who was concerned that when picking up their medications, at no point did the pharmacist explain the medications to them or talk to them about possible interactions with other medications. The pharmacist did not greet the patient, offer counselling, or check to see if they understood how to take their medications. The pharmacist simply handed the patient their medication as a transaction.
It’s important to note that in this example, the patient is autistic, making it hard for them to ask questions or speak up when staff aren’t welcoming. The lack of communication made the experience overwhelming and stressful for the patient.
This example serves as a good reminder about the importance of good communication between the pharmacist and a patient when assessing patients and dispensing medications. Here are a few key points to remember to ensure patients receive optimal care:
- Non-verbal communication – Be friendly and welcoming. Make eye contact with the patient. If you appear cold or dismissive, it makes it difficult for a patient to engage in a conversation with you.
- Speak in plain language – Ensure you don’t use pharmacy jargon or acronyms when speaking with patients. Speak in everyday terms they can understand.
- Ask open-ended questions – Avoid asking questions such as, “Do you have any questions?” or “Do you know what this medication is for?” (Often, patients will respond with “no.”) Instead, ask: “What questions do you have?” and “What is the reason you are going to take this medication?” These types of questions can open the doors for an important conversation with the patient.
- Open the bag in front of the patient – This has many benefits. First, it allows both the pharmacist and the patient to ensure the correct medication is in the bag and prevent a potential error. It also gives the pharmacist the opportunity to counsel the patient about the medication, empowering the patient to take their medications properly and ensuring that they understand what the medication is for.
- Be person centred – This recognizes that each patient is an individual with their own values, needs, and health concerns. It optimizes the delivery of health care by having regulated members collaborate with patients to understand what is important to them. Regulated members may then adapt the care they provide to meet each patient’s health needs and goals.
Remember, no matter which member of the pharmacy team may greet a patient at either prescription drop-off or pickup, the pharmacist must speak with the patient (or the patient’s agent) directly to allow for a complete assessment of the patient. A team member asking the patient if they have any questions for the pharmacist does not absolve the pharmacist of the responsibility to speak with the patient.
As in the example above, some patients are uncomfortable or unable to start a conversation, so it’s important that pharmacy team members make patients feel welcome and ask the right questions at every interaction.
