1. A patient you think would benefit from a medicines use review (MUR) comes into the pharmacy. How do you suggest a consultation?
a) Grin maniacally at them while you offer them the service. If that fails, forcibly drag them into a consultation room. You’re not taking no for an answer.
b) Calmly suggest that they might find an MUR useful, explaining the benefits and assuring them that you won’t take up too much of their time.
c) Pfffft, MURs? You don’t have time for them – you’ve got paperwork to file and dosette boxes to fill.
2. Where do you decide to hold the consultation?
a) Take the patient out for lunch, of course. No-one is more important than your customer and you’re going for quality of service over quantity.
b) Politely ask them to step into your pharmacy’s consultation room and say you’ll join them in just a moment.
c) Offer your assistance while they are still standing in the queue. Your time is more important than their privacy, so you might even shout their issue to the queue to get a group consultation going. Time is money!
3. During the MUR, your patient says they’re confused about when to take their medication. How do you handle this?
a) Watch a YouTube video with them that explains the entire history and usage of this particular medicine. Information is power.
b) Patiently reiterate the import aspects of the medicines regime that the patient doesn’t understand, such as taking their tablets before – instead of after – a meal.
c) Hold up the patient information leaflet and say loudly and slowly: “HAVE YOU READ THIS?”
4. The MUR is over, and you’re keen to get back to work. How do you end the consultation?
a) You feel unable to interrupt when the patient insists on telling you their life story, and only end the consultation when your colleague forces you out of the consultation room to lock up for the day.
b) Ask if there’s anything else you can help them with. If not, smile and guide the patient out of the consultation room.
c) Stare at them until they feel uncomfortable and leave.
Mostly A: The people-pleasing one
Ever been told that you’re a bit of a people-pleaser? It’s great that you’re so keen to form good relationships with your patients, but you’re veering a little too close to harassment. Do try to remember that there are other customers waiting for your overzealous assistance. Remember: No means no.
Mostly B: The perfect one
Congratulations, you’re understanding and pragmatic and have the perfect consultation room manner. Each of your patients knows everything they need to about their medicines regime while feeling supported, all thanks to your stellar communication skills. Go you. Remember: You’re doing great! Keep it up.
Mostly C: The one to be avoided
We’re not so sure you should be working with people, let alone patients. It's important to remember that consultations should feel like a supportive chat, not an interrogation. Try softening your manner to make the patient feel more at home. Remember: Deep breaths. And smile!