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A138 Introduction to Telephone Consultation and Communication Skills for Medicines Review and Chronic Illness Management in General Practice

Course summary

This course aims to provide pharmacists, particularly those new to general practice, with the knowledge and skills necessary to effectively communicate with patients over the phone, conduct thorough medicines reviews, and manage chronic illnesses. The interactive nature of the course, including case studies and role-play scenarios, ensures that participants can apply what they’ve learned in a practical context.

Who should attend?

Pharmacists who work in General Practice

Important notes

All course material, evaluation and certificates provided.

The course runs from 9:30am- 5:00pm 


Course duration Course CPD Full price (incl VAT) per person
1 day(s) 8 hour(s) £185


Dates Block size Block discount
17/07/2024 4 10%
16/09/2024 4 10%

Dates / venues

Location - venue Dates No. of people
Online - Online Delivery 17/07/2024
Online - Online Delivery 16/09/2024

Aims / objectives

To equip pharmacists, especially those new to general practice, with the necessary skills to effectively conduct telephone consultations and manage patients’ chronic illnesses.

Course programme

1. Introduction to General Practice 

  • Welcome and introductions.
  • Overview of the course

2. Understanding Chronic Illnesses in General Practice 

  • Red flags for common chronic conditions 
  • Role of pharmacists in managing these illnesses.

3. Principles of Effective Communication 

  • Communication skills
  • Active listening and empathy

Break for Lunch 

4. Conducting a Medicines Review in General Practice 

  • Purpose and process of a medicines review in a general practice setting
  • Gathering information over the phone
  • Documentation

5. Telephone Consultation Skills 

  • Building rapport over the phone
  • Asking the right questions
  • Providing clear and concise advice

6. Case Studies and Role Play 

  • Participants will be given case studies specific to general practice to discuss and role-play scenarios to practice their skills.

7. Conclusion and Feedback 

  • Recap of the day’s learning
  • Participant feedback and Q&A session


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