Establish the Identify the need for The customer/patient/representative may identify the need for self-care and/or signposting when: need for care advice, support Purchasing an OTC medicine care and/or signposting Presenting/collecting a prescription Requesting medicines through either a PGD or minor ailment service Requesting public health advice The member of pharmacy staff may identify the need for self-care and/or signposting when: The customer/patient/representative presents a prescription for a high risk medicine (see below in section titled “Consult the patient”) The customer/patient/representative requests to speak to the pharmacist or the health and well being advisor The customer/patient/representative explicitly asks for information regarding a long-term condition As part of a brief intervention Consult the Explain to the It is imperative that customer/patient/representative confidentiality is maintained throughout the patient consultation process – this will be particularly important when assisting with an embarrassing or sensitive that you may need query to ask them a few Consider the possibility that if the customer/patient has symptoms, they may be experiencing these due questions to give them to the side-effects of medication if taken the best possible advice Refer to the ” and ” resource for guidance on WWHAM questions Ask the WWHAM questions should be used as a starting point and further questions should be used where necessary whether they Customers/patients in ‘high risk’ groups (defined below) may require different or additional advice – this is would prefer to speak in because there may be restrictions specified in the Summaries of Product Characteristics (SPC) meaning private in the consultation that the product is not licensed to be sold OTC for use in their condition room The RP must be referred to in the following circumstances: Ask the Those with the following warning conditions: Unexplained bleeding exactly what they Loss of appetite would like advice on Severe pain Using WWHAM questions Visual disturbances (or similar), assess the Persistent symptoms that have lasted longer than expected customer’s/ patient’s Vomiting (when not associated with an acute viral condition) symptoms/condition(s) When the customer/patient is in a ‘high risk’ group – in this pharmacy, a high risk patient is defined as: and enquire about any A baby or child medicines/ A pregnant/breastfeeding woman supplements/alternative Someone with a disability medicines the Someone taking multiple medicines customer/patient takes
Establish the need for Identify the need for advice, support and/or signposting The customer/patient/representative may identify the need for self-care and/or signposting when: Purchasing an OTC medicine Presenting/collecting a prescription Requesting medicines through either a PGD or minor ailment service Requesting public health advice The member of pharmacy staff may identify the need for self-care and/or signposting when: The customer/patient/representative presents a prescription for a high risk medicine (see below in section titled “Consult the patient”) The customer/patient/representative requests to speak to the pharmacist or the health and well being advisor The customer/patient/representative explicitly asks for information regarding a long-term condition As part of a brief intervention Consult the patient Explain to the that you may need to ask them a few questions to give them the best possible advice Ask the whether they would prefer to speak in private in the consultation room Ask the exactly what they would like advice on Using WWHAM questions (or similar), assess the customer’s/ patient’s symptoms/condition(s) and enquire about any medicines/ supplements/alternative medicines the customer/patient takes It is imperative that customer/patient/representative confidentiality is maintained throughout the consultation process – this will be particularly important when assisting with an embarrassing or sensitive query Consider the possibility that if the customer/patient has symptoms, they may be experiencing these due to the side-effects of medication if taken Refer to the ” and ” resource for guidance on WWHAM questions WWHAM questions should be used as a starting point and further questions should be used where necessary Customers/patients in ‘high risk’ groups (defined below) may require different or additional advice – this is because there may be restrictions specified in the Summaries of Product Characteristics (SPC) meaning that the product is not licensed to be sold OTC for use in their condition The RP must be referred to in the following circumstances: Those with the following warning conditions: Unexplained bleeding Loss of appetite Severe pain Visual disturbances Persistent symptoms that have lasted longer than expected Vomiting (when not associated with an acute viral condition) When the customer/patient is in a ‘high risk’ group – in this pharmacy, a high risk patient is defined as: A baby or child A pregnant/breastfeeding woman Someone with a disability Someone taking multiple medicines care care
HealthPharmacy-NI-self-care-and-signposting-SOP-FINAL.docx