Consultation skills for pharmacy practice Where did it start ? Why’s it important ?

1. Consultation skills for pharmacy practice • Where did it start ? • Why’s it important ? @CSfPP Educational solutions for the NHS pharmacy workforce

2. Consultation skills in pharmacy practice working group Selection of professionals from across the pharmacy sectors Mix of roles, experiences and seniority General practitioner as part of the group Met few times since June 2013 Remain a virtual group

3. Why, context and policy The future is ‘patient facing’ The focus is on patient centred care Policy: Part of the care pathway, accountable, decision making and accepts follow up Many pharmacy professionals haven't been trained at any stage of their career development

4. MPC proposals for developing post-registration career development • In 2012, HEE issued MPC proposals to help strengthen and develop the careers of post-registration pharmacists and pharmacy technicians • The proposals identified the need for a programme of work in several areas including: • Developing the workforce to deliver medicines optimisation and enhancing the skills of the pharmacy team in the delivery of public health interventions

5. Key principles / assumptions • Applies to all patient facing pharmacy professionals in practice and will be expected from everyone (but recognise that for some additional competence will need developing) • Focuses on post-registration career development - assumption that undergraduate/initial pharmacist training will also change • Expectation that future changes to practice will enable pharmacy professionals the time required to effectively carry out consultations

6. Challenges with supporting pharmacy 62,000 pharmacy professionals Money and time are limited There was no consensus position to what is ‘good’ Different sectors have different practice Different skills sets (and mind sets) Perceptions of ‘I’m good at this, so why change….!’

7. Consultation skills for pharmacy practice • Cross organisation project • Wide range of skill set throughout the profession • Phase 1 launched 18th March 2014

8. Pathway to excellence

9. The challenge to the profession…..You can improve !!!! Confront your perceptions Help others

10. What is a consultation? ‘A meeting to discuss something or get advice with the goal of discovering the best course of action to take’ Medicines reconciliation/medicines optimisation Handing out discharge medicines/prescriptions OTC requests Public health discussions (weight management, smoking cessation) Every time you speak with a patient you have the opportunity to make a difference

11. Some perceptions….. I’m naturally good at this, I talk to patients every day This isn’t something I can learn, the patient has to live with my personality Once I’ve been trained, that’s it. I can’t get any better…I am what I am! A ‘good’ consultation is about being nice, professional, structured and making sure the patient knows what to do & more educated at the end OTC encounters are not consultations My team and colleagues performance is up to them, I’ll help if I can

12. Challenge …..what is your current practice? Your current practice??? Patient-centred What does the patient already know or would like to know? Pharmacy professional and patient are equal experts Holistic view of patient- social psychological + co-morbidities Negotiate a shared agenda with the patient • ‘My role is to give advice…….I sometimes don’t have enough time to tell them everything I know about their medicine’ • ‘I like to give advice, after all I am the expert’ • ‘My priority is getting this patient to take their medicine’ • ‘What do I want to achieve from this consultation?’

13. Challenge …..what is your current practice? Your current practice??? Patient-centred Listen to the patient to get their perspective…..what are their beliefs, concerns and expectations? Shared decision making and offering options to encourage ownership and responsibility • ‘I do most of the talking ….that’s how it should be!’ • ‘I make the decisions and recommendations in the consultations so the patient knows they will get the best outcome if they follow them’

14. Achieving the patient-centred approach

15. Achieving the patient-centred approach

16. We need a step change for thepharmacy professions !!

17. www.consultationskillsforpharmacy.com Six step model developed..launched

18. Consultation skills for pharmacy practice What’s it all about ? Educational solutions for the NHS pharmacy workforce

19. www.consultationskillsforpharmacy.com Six step model developed

20. Much more than six steps: a range of learning, tools, resources and signposting Online learning, forms, videos, hints and tips, employers information, trainers support, social media This will evolve and be added too

21. Six step model to improvement Why? What standard? Where am I? How do I improve? Check my learning? Ongoing improvement?

22. 1. Why are consultation skills important? Pharmacy profession is integrated into the NHS and committed to patient-centred care

23. 2. How do I know what standard is expected of me? The national practice standards for pharmacy professionals • Provide a framework of standards expected of you as a pharmacy professional • Outline the key knowledge, skills and behaviours in detail • How will you work towards the standards?

24. 3. How do I know how effective my consultation skills are now? We’ve developed or used tools to help you….. • Reflective tool (MRCF) • Patient feedback questionnaires • Peer review • Video critique

25. 4. How do I improve my performance? Learning resources suggested… • CPPE Distance learning programme • CPPE E-learning programme • CPPE Video wall of consultations • CPPE Face-to-face learning option • ….…signpost to lots of other providers

26. 5. How can I check my learning and development? Assessment hosted on CPPE website Aim: to assess your identification of key skills and behaviours and identify good practice versus practice which could be improved. Four sections: • Multiple choice questions • Identify the key skills demonstrated • Rate the practice demonstrated • Identify the key skills demonstrated and rate those present

27. Front page of the assessment

28. Section 1 of the assessment

29. Section 2 of the assessment

30. How do I continue to develop my performance? At this stage of the learning pathway we suggest options for you to regularly reassess your performance and identify opportunities to further improve your approach to consultations

31. Six step model to improvement Why? What standard? Where am I? How do I improve? Check my learning? Ongoing improvement?

32. Questions or comments?

33. Call to action to improve All pharmacy professionals need to reflect and consider their performance If you are patient facing, then work through the Six Steps Revisit the Medication-related consultation framework in consultations Work through the learning and look for others Try observing colleagues and other healthcare professionals in practice

34. Tell everyone…… Commence the marketing to both professions Employers, educators and providers Local and national level for organisations and overseas (!) We need to ‘link, link link’….NHS England, Public health, GPhC, RPS, APTUK, HEIs, BPSA, etc ‘Consultation skills champions’ Keep on the agenda for next few years…till ‘normal’

35. Six step model to improvement Why? What standard? Where am I? How do I improve? Check my learning? Ongoing improvement?

36. www.consultationskillsforpharmacy.com Thank you !