Communicating with patients

Patients may not understand why they have been referred to a pharmacy, particularly if they expected to see a GP. A confident explanation from the pharmacy team can make a major difference.

Pharmacy technicians can explain that the pharmacist is trained to assess certain common conditions and that the consultation will be private. Moreover, the pharmacist will refer them to their GP if pharmacy care is not appropriate.

It is important not to overpromise. For example, avoid saying “the pharmacist will prescribe antibiotics” before the consultation.

A safer message is: “The pharmacist will assess your symptoms and, if treatment is appropriate under the service, they can supply or prescribe a medicine. If the service is not suitable, they will explain what needs to happen next.”

Pharmacy technicians can also support safety-netting by making sure patients understand when to seek urgent help, how to use any medicine supplied, and what to do if symptoms worsen or do not improve.

The pharmacist remains responsible for clinical advice, but pharmacy technicians can absolutely reinforce agreed messages and check understanding.