Jarrod McMaugh MPS Profile picture
Sep 22, 2018 16 tweets 3 min read Twitter logo Read on Twitter

Tips for #pharmacists on how to ensure your call to a #doctor doesn't waste your time or theirs


How to ensure the next pharmacist who calls this doctor isn't 'punished' for how you handle yourself

(Foreshadowing of another thread later)
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?
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.
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?
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.
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.
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.
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.
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.
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.
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.
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
(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!
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
Discuss the outcome with the individual - including if you can't proceed with dispensing.

Provide options if this is the case.
Document everything.

Document it.


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