As part of offering an effective service, good consultation skills are essential. This is more than just effective communication. Communication skills encompass body language, words and tone of voice, as well as listening not only to what people say, but paying attention to non-verbal cues.

A set of national practice standards for consultation skills has been developed, but getting feedback on your skills and giving feedback to others is a core component of development, as well as continuously reflecting on how each consultation goes to identify areas for improvement.

Pharmacy practice has changed over the years and the focus is on patient-centred care. Pharmacists need to support patients to help them take ownership and responsibility for their health. This can help to improve adherence and health outcomes. Making sure discussions are patient-centred involves listening carefully to them, fully involving them with any discussions about their medication and respecting and valuing their opinions.

During each consultation, remember to:

• Introduce yourself (name and role)
• Explain what the consultation is about
• Get consent from the patient and clarify their expectations
• Allow patients to express their concerns and listen to them.

Having a prompt sheet of key points to cover can help, but be flexible if the patient has other concerns they want to discuss. If taking notes, the information should contain:

• The identity of the patient (including NHS number or date of birth)
• Whether anyone else was present
• Who made the notes, time and date of the consultation and a record of the discussion and advice given.

These notes should be made clearly within 48 hours of the consultation.