The pain code - RED scenarios
THE PAIN CODE - RED SCENARIOS
PAIN CODE RED conversations can be difficult. Click on the scenarios below to show the kind of responses you can give in these situations
Evidence or reasonable suspicion that a customer is giving untrue or misleading answers about usage of a codeine-containing medication
"That pain really sounds like a challenge to cope with, but I need to make sure that medicines will be used safely – so please can you tell me about all the pain relief you have been taking?"
Customer explains that they only take codeine if they have pain, and they still have similar pain every day, so they need to keep taking it
"If you still have pain every day, it seems that codeine is not relieving your pain, or has become less effective over time."
"Would you like to have a chat with our pharmacist or perhaps you could make an appointment to see your GP?"
Customer needs GP referral for codeine
dependence or escalating pain treatment
"I can tell you are worried about this. Have you spoken to your GP about pain management?"
"GPs can help you access specialist services to manage pain, or support you with taking medication safely. Do you think that could help?"
CODE RED - IN SUMMARY
- Conversations around suspected analgesia misuse can be challenging, so practicing effective techniques can help achieve favourable outcomes under pressure
- By asking the right questions, even when it’s difficult for you or your customer, you are doing your job in the right way
- Don’t assume the worst about a customer or their situation: question, interpret the evidence, and decide appropriate steps
- Individuals with substance dependency, or requiring specialist pain management, should be referred to their GP to get support
- Ask your pharmacist for support: to diffuse conflict, or discuss the best approach
REMINDER CARD
This useful tool can be issued to the customer after each pain management conversation as a record of the information discussed.
Click here to download the reminder card.
PAIN CODE MODULE 1, on customers who answer the WWHAM questions without raising any red flags, can be found here: ‘Code Green’ situations.
PAIN CODE AMBER (Module 2) on customers who raise some concerns of potential misuse in response to the WWHAM questions, can be found here: ‘Code Amber’ situations.