Consultation skills for pharmacy practice Where did it

Consultation skills for pharmacy practice Where did it start ? Why’s it important ? @CSf. PP Educational solutions for the NHS pharmacy workforce

Why, context and policy The future is ‘patient facing’ The focus is on patient centred care Policy: Part of the care pathway, accountable, decision making and accepts follow up Many pharmacy professionals haven't been trained at any stage of their career development Educational solutions for the NHS pharmacy workforce 1

Consultation skills in pharmacy practice working group Selection of professionals from across the pharmacy sectors Mix of roles, experiences and seniority General practitioner as part of the group Met few times since June 2013 Remain a virtual group Educational solutions for the NHS pharmacy workforce

Key principles / assumptions Applies to all patient facing pharmacy professionals in practice and will be expected from everyone (but recognise that for some additional competence will need developing) Focuses on post-registration career development assumption that undergraduate/initial pharmacist training will also change Expectation that future changes to practice will enable pharmacy professionals the time required to effectively carry out consultations Educational solutions for the NHS pharmacy workforce

Consultation skills for pharmacy practice Cross organisation project Wide range of skill set throughout the profession Phase 1 launched 18 th March 2014 Educational solutions for the NHS pharmacy workforce 4

The challenge to the profession…. . You can improve !!!! Confront your perceptions Help others Educational solutions for the NHS pharmacy workforce

What is a consultation? ‘A meeting to discuss something or get advice with the goal of discovering the best course of action to take’ Medicines reconciliation/medicines optimisation Handing out discharge medicines/prescriptions OTC requests Public health discussions (weight management, smoking cessation) Every time you speak with a patient you have the opportunity to make a difference Educational solutions for the NHS pharmacy workforce 6

Some perceptions…. . I’m naturally good at this, I talk to patients every day This isn’t something I can learn, the patient has to live with my personality Once I’ve been trained, that’s it. I can’t get any better…I am what I am! A ‘good’ consultation is about being nice, professional, structured and making sure the patient knows what to do & more educated at the end OTC encounters are not consultations My team and colleagues performance is up to them, I’ll help if I can Educational solutions for the NHS pharmacy workforce 7

Challenge …. . what is your current practice? Your current practice? ? ? Patient-centred ‘My role is to give advice……. I sometimes don’t have enough time to tell them everything I know about their medicine’ What does the patient already know or would like to know? ‘I like to give advice, after all I am the expert’ Pharmacy professional and patient are equal experts ‘My priority is getting this patient to take their medicine’ Holistic view of patient- social psychological + co-morbidities ‘What do I want to achieve from this consultation? ’ Negotiate a shared agenda with the patient Educational solutions for the NHS pharmacy workforce 8

Challenge …. . what is your current practice? Your current practice? ? ? Patient-centred ‘I do most of the talking …. that’s how it should be!’ Listen to the patient to get their perspective…. . what are their beliefs, concerns and expectations? ‘I make the decisions and recommendations in the consultations so the patient knows they will get the best outcome if they follow them’ Shared decision making and offering options to encourage ownership and responsibility Educational solutions for the NHS pharmacy workforce 9

Achieving the patient-centred approach True partner: Shared decision making Give options (rather than recommendations) Listen (rather than telling) Respect their beliefs, knowledge and concerns Educational solutions for the NHS pharmacy workforce 10

We need a step change for the pharmacy professions !! Educational solutions for the NHS pharmacy workforce

www. consultationskillsforpharmacy. com Six step model developed. . launched Educational solutions for the NHS pharmacy workforce 12

Much more than six steps: a range of learning, tools, resources and signposting Online learning, forms, videos, hints and tips, employers information, trainers support, social media This will evolve and be added too Educational solutions for the NHS pharmacy workforce 13

Six step model to improvement Why? What standard? Where am I? How do I improve? Check my learning? Ongoing improvement? Educational solutions for the NHS pharmacy workforce 14

1. Why are consultation skills important? Pharmacy profession is integrated into the NHS and committed to patient-centred care Educational solutions for the NHS pharmacy workforce 15

2. How do I know what standard is expected of me? The national practice standards for pharmacy professionals Provide a framework of standards expected of you as a pharmacy professional Outline the key knowledge, skills and behaviours in detail How will you work towards the standards? Educational solutions for the NHS pharmacy workforce 16

3. How do I know how effective my consultation skills are now? We’ve developed or used tools to help you…. . Reflective tool (MRCF) Patient feedback questionnaires Peer review Video critique Educational solutions for the NHS pharmacy workforce 17

4. How do I improve my performance? Learning resources suggested… CPPE Distance learning programme CPPE E-learning programme CPPE Video wall of consultations CPPE Face-to-face learning option …. …signpost to lots of other providers Educational solutions for the NHS pharmacy workforce 18

5. How can I check my learning and development? Assessment hosted on CPPE website Aim: to assess your identification of key skills and behaviours and identify good practice versus practice which could be improved. Four sections: 1. Multiple choice questions 2. Identify the key skills demonstrated 3. Rate the practice demonstrated 4. Identify the key skills demonstrated and rate those present Educational solutions for the NHS pharmacy workforce 19

Front page of the assessment Educational solutions for the NHS pharmacy workforce 20

Section 1 of the assessment Educational solutions for the NHS pharmacy workforce 21

Section 2 of the assessment Educational solutions for the NHS pharmacy workforce 22

How do I continue to develop my performance? At this stage of the learning pathway we suggest options for you to regularly reassess your performance and identify opportunities to further improve your approach to consultations Educational solutions for the NHS pharmacy workforce 23

Questions or comments? Educational solutions for the NHS pharmacy workforce

Tell everyone…… Commence the marketing to both professions Employers, educators and providers Local and national level for organisations and overseas (!) We need to ‘link, link’…. NHS England, Public health, GPh. C, RPS, APTUK, HEIs, BPSA, etc ‘Consultation skills champions’ Keep on the agenda for next few years…till ‘normal’ Educational solutions for the NHS pharmacy workforce 25

www. consultationskillsforpharmacy. com Thank you ! Educational solutions for the NHS pharmacy workforce 26