Steps 1 and 2
01: Involve the patient at every stage of the consultation
This may be a formal interaction (such as when providing a service or offering advice in the consultation room) but it could also be an everyday interaction. Whenever you speak to a patient or customer you have an opportunity to make a difference.
02: Find out what the patient already knows and understands about the problem
Do not make assumptions about their level of knowledge. It can sometimes be too easy to share information and for pharmacy teams to move into the advice-giving role without establishing what a patient knows or would like to know. This can, in turn, lead to patients resisting advice and feeling as if they’re not being listened to.