Consultation skills: meeting the new practice standards ...

Consultation skills: meeting the new practice standards for pharmacy

A CPPE workshop

W/CONSNEWSPS17/PWMarch 2017

Pre-workshop book

Consultation skills: m

eeting the new practice standards for pharm

acy – Pre-workshop book

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CPPE programme developerLesley Grimes, lead pharmacist, learning development

ReviewerPaul Jenks, Boots professional development manager

CPPE reviewersChristopher Cutts, directorCeinwen Mannall, regional manager, East MidlandsKaren Wragg, regional manager, South Central

DisclaimerWe have developed this learning resource to support your practice in this topic area. We recommend that you use it in combination with other established reference sources. If you are using it signifi cantly after the date of initial publication, then you should refer to current published evidence. CPPE does not accept responsibility for any errors or omissions.

External websitesCPPE is not responsible for the content of any non-CPPE websites mentioned in this learning resource or for the accuracy of any information to be found there. All web links were accessed on 30 August 2016.

Fourth edition published in March 2017. Originally published in March 2014 by the Centre for Pharmacy Postgraduate Education, School of Health Sciences, Division of Pharmacy and Optometry, Faculty of Biology, Medicine and Health, University of Manchester, Oxford Road, Manchester M13 9PT

www.cppe.ac.uk

Please note that these acknowledgements refer to the development of the fi rst edition of this workshop resource. Visit our website for more information about how we review our learning programmes.

ProductionDesign and artwork by Outset Publishing LtdPrinted by Gemini Print LtdPrinted on FSC(R) certifi ed stocks using vegetable-based inks.

© Copyright controller HMSO 2017




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Learning with CPPEThe Centre for Pharmacy Postgraduate Education (CPPE) offers a wide range of learning opportunities in a variety of formats for pharmacy professionals from all sectors of practice. We are funded by Health Education England to offer continuing professional development for all pharmacists and pharmacy technicians providing NHS services in England. For further information about our learning portfolio, visit: www.cppe.ac.uk

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We recognise that people have different levels of knowledge and not every CPPE programme is suitable for every pharmacist or pharmacy technician. We have created three categories of learning to cater for these differing needs:

Core learning (limited expectation of prior knowledge)

Application of knowledge (assumes prior learning)

3 Supporting specialties (CPPE may not be the provider and will direct you to other appropriate learning providers).

This is a learning programme.

Continuing professional development

You can use this workshop programme to support your continuing professional development (CPD). Consider what your learning needs are in this area. You can record your CPD online by visiting: www.uptodate.org.uk.

Keeping up to date

To ensure this learning resource is up to date we will review it every year. A CPPE programme manager will check through the material to ensure the content is current and relevant, and that the quality of the learning experience is maintained. You will fi nd the latest version of this resource on the CPPE website.

Feedback

We hope you fi nd this learning resource useful for your practice. Please help us to assess its value and effectiveness by completing the feedback form at your event, or by emailing us at: [email protected]




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About this CPPE workshop resourceEffective consultation skills lie at the centre of patient-centred care. Health Education England has identifi ed this area of skills development as a priority for the pharmacy profession, leading to a set of practice standards for consultation skills that outline the knowledge, skills and behaviours expected of all pharmacy professionals. The Consultation Skills for Pharmacy Practice (CSfPP) website (www.consultationskillsforpharmacy.com) provides a six-step learning and development pathway to support pharmacy professionals in working towards the practice standards and enhancing their practice.

There are two parts to this CPPE workshop resource:

1. The pre-workshop book, which includes four short tasks to complete before the workshop. The main focus of these tasks is to encourage you to refl ect on your current consultation skills and identify areas for further development.

2. The workshop itself, which introduces you to the practice standards for consultation skills and the six-step pathway detailed on the CSfPP website. The workshop includes interactive activities that stimulate refl ection on the patient-centred approach.

This book gets you started on the road to developing your consultation skills by challenging you to refl ect on your current practice. Perhaps you have been delivering patient consultations for several years - but how do you know your consultations are effective? Can you be certain that you consider the patient as a true partner in the discussion? The literature suggests that pharmacy professionals are effective in some skills but poor in others, such as listening and taking a patient-centred approach.1

The four short tasks encourage you to start to put your consultations under the microscope. You will need to access the Consultation skills for pharmacy practice: taking a patient-centred approach distance learning programme to complete some of the tasks. If you do not have a copy to hand you can download it from Step 4 of the six-step pathway, How do I improve or maintain my performance? at: www.consultationskillsforpharmacy.com

Look out for the green book icon.

We estimate that it will take you two to three hours to complete these tasks. To get the most from attending the workshop you should aim to complete them beforehand.

www.consultationskillsforpharmacy.com

1 Greenhill et al. Analysis of pharmacist-patient communication using the Calgary-Cambridge guide Patient Education and Counseling 2001; (83): 423-431.

www.consultationskillsforpharmacy.com




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Declaration of CompetenceThe Declaration of Competence (DoC) system, hosted by CPPE, allows pharmacy professionals to refl ect on their learning and practice and to record evidence of competence. The system is supported for use across England by Health Education England, and endorsed by NHS England and Public Health England. The system is intended to support pharmacy professionals and employers in assuring the delivery of high-quality services for patients.

Delivering effective patient-centred consultations is a core competence underpinning each individual DoC self-assessment framework. As a pharmacy professional you are responsible for continually refl ecting on and developing your personal consultation skills. This workshop forms part of the Consultation skills for pharmacy practice six-step pathway and will support you in developing your consultation skills and behaviours in order to meet the Consultation skills for pharmacy practice: practice standards for England.

To access the DoC framework and fi nd out more about the DoC system visit: www.cppe.ac.uk/doc

Overall aimThe overall aim of this resource is to enable pharmacy professionals to refl ect on current practice and apply the Consultation skills for pharmacy practice six-step pathway to develop a patient-centred approach and meet the practice standards for pharmacy consultations.

Learning objectivesYou can use our programmes to support you in building the evidence that you need for the different competency frameworks that apply across your career. These will include building evidence for your Foundation pharmacy framework (FPF) and supporting your progression through the membership stages of the Royal Pharmaceutical Society (RPS) Faculty.

As you work through the programme consider which competencies you are meeting and the level at which you meet these. What extra steps could you take to extend your learning in these key areas?

After completing all aspects of this programme, you should be able to:

■ recognise your professional responsibility to refl ect on and develop your consultation skills, by working towards the new practice standards

■ explain the concept of patient-centred care and identify methods of integrating this into your practice

■ apply a refl ective tool to assess your ability to consult effectively with patients and identify key areas on which to build your expertise

■ access tools and resources from the Consultation skills for pharmacy practice six-step learning and development pathway to support you in moving your practice forward

■ take your current skills on a ‘test drive’ by taking part in role play scenarios with pharmacy colleagues in a safe environment.

Now let’s move on to the tasks to get you thinking about your own approach to the consultation and help you identify your strengths and the areas in which to develop your practice.




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Task 1 – Communicating with people (not just patients) Mehrabian’s theory2 states that we communicate our messages (attitudes and feelings) by the words we choose, the way in which we say those words (tone of voice) and the body language we display and respond to in others. Only seven percent of the meaning of a message comes from the words we use and 38 percent from the way in which the words are spoken. The majority (55 percent) comes from body language, in particular, facial expression.

This activity helps you to refl ect on your own body language when you communicate with others and how that may shape the consultation you have.

Section 2 of the distance learning programme, Consultation skills for pharmacy practice: taking a patient-centred approach, looks at effective communication. Read pages 23-28 and complete Exercise 6 and the practice point.

Having completed these tasks, what did you learn about your body language? Can you use this learning to shape your future practice when speaking with patients? You can write your thoughts here.

2 Mehrabian A. Silent messages (1st ed). Belmont, CA:Wadsworth;1971.




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Task 2 – How do I know what standard is expected of me? The practice standards for pharmacy consultations set out the key knowledge, skills and behaviours expected of a pharmacy professional in order to conduct effective patient-centred consultations. They have been developed for you to consider and aspire to, providing an aid to developing your practice.

Take a look at the practice standards in Appendix 1 of this book. You can access them from Step 2 of the six-step pathway, How do I know what standard is expected of me? at: www.consultationskillsforpharmacy.com

Look out for the yellow rosette icon.

Identify the key standards that you feel you already demonstrate well and the standards that you feel may be a challenge for you to implement in your practice. Make a note of them here.

‘I do this already and think I achieve the standard and do it well.’

‘I’m not sure I do this, it could be a challenge...’




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Task 3 – Communicating with patients: assessing your current consultation skillsYou will already have your own thoughts on how effective your consultation skills are, but how do you know you are getting it right? Finding the time to refl ect on the consultations you conduct can be a challenge in a busy pharmacy environment.

The medication-related consultation framework (MRCF) is a validated refl ective tool that can support you in developing your consultation skills. Although initially created for a medicines consultation, this framework can be adapted for other consultations in pharmacy, such as public health consultations.

After your next patient consultation, access and download the MRCF from Step 3 of the six-step pathway, How do I know how effective my consultation skills are now? at: www.consultationskillsforpharmacy.com

Look out for the clipboard icon.

Complete each section of the MRCF. If your consultation related to a public health intervention then try to adapt the framework to your own needs. Developing your practice in patient-centred consultations is an ongoing process and you may have worked through the MRCF before. By regularly revisiting the MRCF you will be able to identify the areas where your practice has improved.

What did you learn about yourself and your current consultation skills and behaviours by completing the MRCF?

Make a note of your key strengths here.

Make a note of the key things you would like to develop here.

If you have previously completed the MRCF, how has your practice changed since then?




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Task 4 – Communicating with patients: the patient’s perspectiveHave you ever asked for feedback from another healthcare professional, a colleague or patient? This kind of feedback can be invaluable in developing your practice. Observers often raise things that you may never have considered.

In this activity you will be asking your patients for feedback on the consultation you have conducted. Perhaps you have encouraged patient feedback in the past, or it may be new to you.

We have provided two patient questionnaires, one relating to a medicines consultation and another which relates to a public health consultation. We suggest you collect feedback from three patients as a starting point, in order to get a range of feedback. Always allow your patients to feed back anonymously and bear in mind that some consultations are of a sensitive nature and it may not always be appropriate to ask a patient for feedback.

QuestionnairesYou can access and download the questionnaires from Step 3 of the six-step pathway, How do I know how effective my consultation skills are now?: www.consultationskillsforpharmacy.com

Look out for the clipboard icon.

If this is the fi rst time you have asked a patient for feedback and you are not sure how to approach it, we have included a suggested script here:

“As part of my ongoing development, I am focusing on my consultation skills. Would you be happy to support me with this by completing a feedback form following today’s consultation? Your feedback will be anonymous and will be treated in complete confi dence.”

How did you get on? What were your patient’s thoughts? Did the results from the questionnaires align to your own fi ndings from the MRCF refl ective tool? Has this task made you consider any further changes to your practice, or helped you to think about how you might use feedback from others in the future?

Write your thoughts here.




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Checklist for actionNow that you have worked through this pre-workshop book, take a moment to run through this checklist to make sure you are well prepared for the workshop.

Actions I completed this on:

I have looked at the appropriate websites and resources

Task 1

Communicating with people (not just patients)

Task 2

How do I know what standard is expected of me?

Task 3

Communicating with patients: assessing your

current consultation skills

Task 4

Communicating with patients: the patient’s perspective

Signed:

Date:

Take this book with you to your local workshop. Make sure that you know when and where it is and what time it starts.

Enjoy your learning.

Appendix 1

programme director, MSc in Pharmacy Clinical Practice (Community &

Primary Care), Cardiff School of Pharmacy and Pharmaceutical Sciences

1

http://www.londondeanery.ac.uk/global-news/coaching-for-health-training-programmes-march-2012




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Notes

Contacting CPPEFor information on your orders or bookings, or any general enquiries, please contact us by email, telephone or post. A member of our customer services team will be happy to help you with your enquiry.

Email [email protected]

Telephone 0161 778 4000

By post Centre for Pharmacy Postgraduate Education (CPPE)Manchester Pharmacy School1st Floor, Stopford BuildingThe University of ManchesterOxford RoadManchester M13 9PT

Share your learning experience with us:email us at [email protected]

For information on all our programmes and events: visit our website www.cppe.ac.uk

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