Consider the following areas to help improve your conversations with patients.
THINK
How could I make every contact count?
What is my opening?
What lifestyle issues could I help this customer with?
What could be the underlying cause of their symptoms?
ASK
Hello, my name is…
I’m here to help our customers be healthier
Can we spend a few minutes talking about our latest campaign?
Is it OK if I ask you a few questions?
Would you like to discuss this in a more private area?
ADVISE
Avoid telling; ask questions
Listen carefully, clarify, listen more
Think about tone, volume, speed, body language, barriers, words used
Tailor advice to the individual.
ACT
May depend on the response to brief advice
Provide more information
Offer or deliver a more structured brief intervention
Refer or signpost into a pharmacy or local service
Make the offer to come back
Make every contact count.
Putting on a show
As with any plan, effective execution is the key to success, and the same applies to putting on great health education events. Having a trained team is no good if they are not allowed to use their newly acquired knowledge and skills. In fact, health champions who are passionate about the health and wellbeing of their community will rapidly become disengaged and demotivated if they are not empowered to make a difference.
Having a great-looking pharmacy will not create a great customer experience on its own. A successful outcome will come from having the right people with the right skills and will, and the opportunity to do the right thing for your local community.
