Patient-centred consultations in a dispensary setting: a learning journey
Nina L Barnett1, Kalveer Flora1
1Pharmacy Department, London North West Healthcare NHS Trust, London, UK.
Summary
Implementing a health coaching approach in hospital dispensaries enhances patient-centred care. This method improves patient outcomes and satisfaction by focusing on individual needs beyond basic medication education.
Area of Science:
- Pharmacy Practice
- Patient-Centred Care
- Health Coaching
Background:
- Traditional hospital dispensary consultations primarily focus on medication instructions.
- Patient perspectives are often overlooked, limiting the effectiveness of medicine use.
- A shift towards patient-centred care is needed to optimize health outcomes from medications.
Purpose of the Study:
- To explore the development of patient-centred consultations in hospital dispensaries.
- To implement and evaluate a health coaching approach within the pharmacy setting.
Main Methods:
- A 2-day health coaching course was provided to 18 pharmacists.
- A flowchart was developed to manage patient categories using a coaching approach.
- The 4Es (Explore, Educate, Empower, Enable) model was utilized to tailor consultations.
Main Results:
- Preliminary findings indicate improved staff satisfaction and skill mix.
- Patients provided positive feedback on the new consultation style.
- Concerns about increased consultation time were unfounded; a need for private counselling areas was identified.
Conclusions:
- A patient-centred consultation framework using a coaching approach was successfully implemented in a dispensary.
- This framework improved the focus on patient needs, advancing patient-centred care.
- The study highlights the value of health coaching in enhancing pharmacy services.
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