Tips for pharmacists on how to ensure your call to a doctor doesn’t waste your time—or theirs
Pharmacist owner Jarrod McMaugh has provided a series of tips for pharmacists on how to approach doctors and patients with concerns about a script.
Mr McMaugh has been a pharmacist for over 15 years, and has held roles in various organisations including NPS MedicineWise, National Asthma Council Australia, Pharmacists’ Support Service, Chronic Pain Australia, Hepatitis Victoria, RMIT University and the Department of Health and Human Services Victoria.
He is currently a committee member on the PSA’s Victorian branch.
The following Twitter thread has been republished with permission from Mr McMaugh.
Thread
Tips for #pharmacists on how to ensure your call to a #doctor doesn’t waste your time or theirs
Or
How to ensure the next pharmacist who calls this doctor isn’t ‘punished’ for how you handle yourself
(Foreshadowing of another thread later)
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
When you identify an issues, decide if it is important or trivial
Should you clarify a trivial issue? Is it preventing you from dispensing, or do you just lack confidence?
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Discuss the issue with the individual who owns the script.
Not only do they have the right to know why there will now be a delay; often they have the missing piece of information you need.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Start by writing your thoughts neatly & clearly.
What is the issue you have identified?
Is it clinical in nature, or is it a legal issue?
Is it dangerous?
Will it affect intended outcomes?
What is the intent in the first place?— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Legal issues are rarely able to be overlooked…. But how you proceed can facilitate …. Or delay …. Access to treatment for the person in front of you.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Clinical issues may be dealt with before a call is required… But a call may still be required so the prescriber is aware.
If you are likely to see the same issue again soon, make the call.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Ensure you are clear, and can articulate the problem. WRITE IT ALL DOWN. If you have to leave a message for a callback, you need quick access to your notes.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
State the issue.
If necessary, state **why** it is an issue.
It is a waste of time to call about a problem if the prescriber isn’t aware of the ‘Why’
This is especially important for legal issues.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Have a solution(s) to the problem ready.
Do not expect a prescriber to be able to be in a mindset to provide a solution to a problem that has only just come to their attention.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
If you don’t have a solution, or can’t have one due to lack of access to shared records, SAY SO.
If you know the information needed to get to a solution, ask for it. Explain why.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
When considering options **before your call** make sure you note any that will be inapropriate & why.
If this option is presented, you need to be able to discuss its merits or weaknesses.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Be succinct, polite, & efficient.
Thank them for their time, but don’t apologise for taking it.
This call is important; don’t let it be trivialised.
Your time is just as important…. But the patient’s time is MORE important than either clinician’s time
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
(remember that “patients” are people – using that label should be minimised. The last tweet was too convoluted without it,)
Your purpose as clinicians is to ensure that this individual gets access to safe effective care. Their needs come first!
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
In the rare instance where no viable solutions can be found, do not dispense.
This is an important part of this process – there shouldn’t be an expectation that dispensing will occur when your concerns can’t be addressed, or if the prescriber won’t acknowledge them
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Discuss the outcome with the individual – including if you can’t proceed with dispensing.
Provide options if this is the case.
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
Document everything.
Document it.
DOC-U-MENT IT!!!
— Jarrod McMaugh MPS (@pharmerfour) September 22, 2018
PDL agrees with Jarrod that good communication with prescribers can minimise risk for patients. A pharmacist who is well informed and prepared before contacting a prescriber is most likely to achieve the best possible outcome for all involved. Gary West, PDL Professional Officer