For the pharmacist, skilled questioning can serve a number of functions:

• To gather information effectively and accurately
• Show interest and involve the patient as a responsible partner in the healthcare process
• As a means of controlling the interaction.

For medicine counter assistants, questioning is a fundamental part of their role and it is important that they are very skilled at it. You will particularly need to keep a close eye on the progress of new or inexperienced assistants and intervene, coach, demonstrate and clearly communicate your expectations as appropriate. You cannot leave this to chance and you have a clear professional responsibility to ensure that all your staff are able to perform competently in this area.

Questions can be conveniently grouped into two types: closed and open.