A138C 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 9:00am- 5:00pm

Cost

Course duration	Course CPD	In-house Course
1 day(s)	8 hour(s)	POA

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Aims / objectives

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

Objectives:

• Understand the role of pharmacists in managing chronic illnesses within general practice.

• Recognize red flags for common chronic conditions and medication-related issues.

• Develop effective communication skills, including active listening and empathy, for telephone consultations.

• Conduct thorough medicines reviews, including gathering information over the phone and documenting findings.

• Build rapport and provide clear and concise advice during telephone consultations.

• Apply learned skills through case studies, role-playing scenarios, and group discussions.

• Gain confidence in prioritizing tasks and managing time effectively in a general practice setting.

Course programme

1: Introduction to General Practice and Chronic Illnesses

Welcome and Introductions
Overview of the Course
Understanding Chronic Illnesses in General Practice
Red Flags for Common Chronic Conditions including CKS reviews
Role of Pharmacists in Managing Chronic Illnesses

2: Effective Communication and Medicines Review
Principles of Effective Communication
Communication Skills: Active Listening and Empathy
Conducting a Medicines Review in General Practice
Purpose and Process of Medicines Review
Gathering Information Over the Phone
Documentation: Best Practices and Example Documentation
Medication Review (6 Items)

3: Telephone Consultation Skills
Building Rapport Over the Phone
Asking the Right Questions
Providing Clear and Concise Advice

4: Case Studies, Role Play, and Conclusion
Specific Case Studies for General Practice
Role-Playing Scenarios to Practice Skills Group Discussion on Prioritization and Time Management

Conclusion and Feedback

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TBA