Why are consultation skills important for all pharmacy professionals?
As a pharmacy professional you play a key role in supporting people to manage their own health. Every time you speak with a patient or customer you have the opportunity to make a difference. Whether you are a hospital pharmacist discussing treatment at the patient’s bedside, a community pharmacist conducting a medicines use review or a pharmacy technician leading a smoking cessation service, patient consultations are likely to be a core part of your role. With the time constraints of pharmacy today you may find it a challenge to satisfy both your own and the patient’s agenda within the consultation. This learning and development programme will support you in reflecting on and developing your knowledge, skills and behaviours in order to meet the practice standards for effective consultations.
How often do you find yourself enthusiastically ‘telling’ a patient about their medicines, how they work and what side-effects they may expect, without finding out first what the patient already knows or has experienced with their medicine? You may be the expert in medicines or healthy lifestyle advice, but the patient is an expert in their own experiences and the social circumstances that may affect their healthcare.
Remember, patient-centred care is: ‘care that meets the patient’s wants, needs and preferences and where patients are autonomous and able to decide for themselves’. 5
Effective consultations lie at the heart of delivering patient-centred care. Putting the patient at the centre of the consultation and adapting your consultation style to take the patient’s perspective into account will help you to see health and illness from their viewpoint Pharmacy, alongside the whole of the NHS, is committed to putting patients at the centre of their own healthcare, ensuring they are a true partner in the discussion, helping them to make informed choices and to be involved in the decision-making process for their own health.6,7 You will be encouraging patients to take ownership for their own health and potentially improve their health outcomes.
- Royal Pharmaceutical Society. Now or never: shaping pharmacy for the future. London: RPS; November 2013.
- Greenhill et al. Analysis of pharmacist-patient communication using the Calgary-Cambridge guide. Patient Education and Counseling 2001; (83): 423-431.
- Salter C, Holland R, Harvey I and Henwood K. 'I haven’t even phoned my doctor yet'. The advice giving role of the pharmacist during consultations for medication review with patients aged 80 or more: qualitative disclosure analysis. British Medical Journal 2007 [published 20 April 2007 online].
- Latif A, Pollock K and Boardman H. The contribution of the medicines use review (MUR) consultation to counselling practice in community pharmacies. Patient Education and Counseling 2011;(83): 336-344.
- Coulter A. The autonomous patient; ending paternalism in medical care. London: Nuffield Trust; 2002.
- Department of Health. NHS Constitution for England. March 2013. London: Department of Health; 2013. www.nhs.uk/choiceintheNHS/Rightsandpledges/NHSConstitution/Pages/Overview.aspx
- Department of Health. Equity and excellence: liberating the NHS. London: Department of Health; 2010 www.gov.uk/government/publications/liberating-the-nhs-white-paper