Optimizing Patient Care Series: "What Can You Do for Me?" Managing Relationships With Patients

Summary

This video module, led by Kelly Green Drew, explores the evolving role of pharmacists in managing relationships with patients, emphasizing the distinction between patients and customers. It discusses strategies for managing patient expectations, such as identifying the right patients, setting clear objectives, and aligning the pharmacy team. Through real-world examples, the module highlights the importance of clinical assessments, patient-centered care, and effective communication. Pharmacists are encouraged to build strong, supportive relationships with patients while adapting to expanding professional responsibilities, ultimately improving patient care and outcomes.

Takeaways

• 😀 The difference between a patient and a customer is essential for pharmacists to understand, as patients require care, while customers are simply purchasing a product.
• 😀 Pharmacists' roles have evolved to include providing immunizations, independent prescribing, medication renewals, and patient education, moving beyond just dispensing medications.
• 😀 Pharmacists must assess not only the technical accuracy of prescriptions but also their clinical appropriateness to ensure safety and effectiveness for the patient.
• 😀 In Ontario, healthcare payers are investing in patient care services like the MedsCheck program, highlighting the growing importance of pharmacists in patient-centered care.
• 😀 The term 'patient' is preferred over 'customer' or 'consumer' in healthcare, as it reflects the professional partnership between healthcare providers and individuals in need of care.
• 😀 Managing patient expectations involves identifying the right patients, having a clear objective for each service, and getting the entire pharmacy team aligned on the process.
• 😀 One strategy for managing expectations is to identify patients who most need specific interventions, like simplifying regimens for older patients on multiple medications.
• 😀 Clear communication with patients about the purpose and benefits of pharmacy services, such as medication reviews, is crucial for managing expectations and fostering trust.
• 😀 The pharmacy team must work together to identify eligible patients, schedule appointments, and ensure consistent delivery of services like smoking cessation counseling.
• 😀 Setting realistic expectations about the availability of services and how long patients will need to wait is key for effective patient engagement and satisfaction.
• 😀 Introducing new clinical services, such as smoking cessation counseling, requires practice, patience, and support from colleagues, especially when facing rejection.

Q & A

What is the main difference between a patient and a customer in pharmacy practice?

A patient is someone who receives healthcare services and care, while a customer typically refers to someone purchasing products. The focus of pharmacy practice today is on providing patient-centered care, not just selling products.

How have the roles and responsibilities of pharmacists evolved over time?

Pharmacists have transitioned from being primarily distributors of medications to becoming healthcare providers, with responsibilities such as prescribing medications, providing immunizations, conducting point-of-care testing, and engaging in patient care services like smoking cessation programs.

What is the significance of the pharmacist’s role in assessing medications?

Pharmacists are now expected to assess the clinical appropriateness of medications, not just check for technical accuracy. This involves ensuring that the medications prescribed are effective, safe, and suited to the patient’s individual needs.

Why is Tylenol Number 1 kept behind the counter, according to the transcript?

Tylenol Number 1 is kept behind the counter so the pharmacist can be involved in the dispensing process. This allows the pharmacist to assess whether the medication is appropriate and safe for the patient’s use.

What are some of the strategies pharmacists can use to manage patient expectations?

Three key strategies include identifying the right patients who would benefit from a service, setting clear objectives for each service, and ensuring the entire pharmacy team is on the same page about delivering the service.

How can pharmacists identify the right patients for services like medication reviews?

Pharmacists can identify the right patients by using their professional judgment and knowledge of their patients' health conditions. For example, focusing on patients who take multiple medications or those who have been recently discharged from the hospital.

What should be the main objective when offering a service to a patient?

The main objective should be to achieve a specific outcome for the patient, such as simplifying a medication regimen or improving adherence to treatment. It’s important for pharmacists to clearly explain the benefits and limits of the service to the patient.

Why is getting the pharmacy team on the same page important when offering patient services?

It is crucial because team members, such as pharmacy technicians or assistants, need to know which patients are eligible for services and how to approach them. Coordination ensures that services are delivered efficiently and in a patient-centered manner.

What approach should a pharmacist take when a patient rejects a proposed clinical service?

If a patient rejects a service, pharmacists should remain persistent and continue offering the service to other patients. They should set a goal to approach at least one patient each day, understanding that change takes time and practice.

How can pharmacists enhance their patient care services through initiatives like the MedsCheck program?

Programs like MedsCheck and others funded by the Ontario Ministry of Health support pharmacists in delivering patient-centered care by providing services such as medication reviews, pharmaceutical opinions, and smoking cessation counseling.