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.