Steps 1-3
1. Shared decision-making
If you have provided advice or a product recommendation, confirm that the customer is happy and comfortable with the plan and that they have all the information they need to be able to carry out what is expected of them or if they need anything further.
2. Summarise
Ask the customer to tell you the most important points they are taking away from the consultation and what they are going to do. For example, how are they going to take the medication? Are there any symptoms they should look out for that may need referral to a GP? They may want to write down the main points to remind themselves later.
3. Safety net
Explain to the customer what they should do if things don’t go according to plan. For example, if you’ve recommended a product and it doesn’t ease their symptoms within the expected timescale or if their symptoms get worse. Explain where they can get further support should they need it – whether that’s returning to the pharmacy to speak to the pharmacist or making an appointment with their GP or another healthcare professional.