Page 135 - 633 102 Professional English for Pharmacists E-Course book

• Acknowledge cost and financial problems
• Explain the purpose of medication and medical necessity
• Offer alternatives (If available)
o Tell them how much the cost would be, Will that be a problem, Can they use some
other alternative generic product rather than a brand name, Do they believe that
it is the same or not. It’s your job to explain why you think it is the same or Can it
be a substitute, Which brand is it based on your information, Most likely it’s a
suitable one. Explain the medication use and Do they need to take a whole course
or not.

Politics

• Do not discuss
o May be curious and think is a normal conversation
o May cause “heated” arguments and “upset” patients

• Do not discuss it at all !!! Avoid that as much as possible and you try to be neutral as a
professional but after your pharmacy time. You go to drink and hang out with them then
you can talk if you feel like.

Before they leave your pharmacy, patients should know
• What is the name of the medicine and what is it used to treat
• When and how often the patient should take the medicine
o Remember that you have to use the word “take”; don't use “eat” medicine.
• How long the patient should be taking the medicine
• What the patient should do if he/she forgets to take the medicine
• When and if the patient should notice the medication taking effect (i.e. outcome)
• What, if any, special instructions there are for taking the medicine (such as food, drink, or
medicine container instructions)
• What side effects can occur in taking the medicine and how the patient can recognize the
warning signs of certain adverse symptoms or dangerous side effects
o Don’t make them panic, just tell them “very rare but that may happen” just to let
you know the side effects that may be bothering you please take a look at your
leaflet/patient information/box.
• What to do if the patient experiences any problems in taking the medicine
o Give some telephone number, line contact, or something that they can contact the
pharmacy. They really appreciate that you do care about their life/wellbeing.
• How to store the medicine
o Tell everything they have to know before they leave your drug store.
Conclusion :

Effective Communication skills can make a difference in caring & satisfying your patient.

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