10 Provision of OTC Medicine
Outcome:
Medication is safely, accurately and appropriately dispensed to the correct patient according to name, brand, strength, quantity and formulation with accurate instructions as intended by the prescriber.
Potential Risks:
Inappropriate and/or inaccurate dispensing may lead to individual patient harm and/or harm to the health and safety of the public
EPA Template
| Element | Performance Criteria Description |
|---|---|
| Introduction to Consultation | - Greet consumer and introduce yourself and your role
- Ascertain the purpose of client visit to the pharmacy - Establish patient identity |
| Patient Background | Retrieve and contextualise relevant patient factors that may impact medicines management:
- Age, gender, weight, pregnancy/breastfeeding status - Discuss patient preferences in the context of available treatment options |
| Questioning Technique | - Consultation is conducted in a manner that maintains privacy and confidentiality of patient information
- Use an appropriate questioning technique to obtain relevant information from the patient/carer - Use appropriate person-centred language (non-judgmental and avoids medical jargon) - Use appropriate non-verbal communication skills to aid in questioning as appropriate - Consider alternative method of communication of necessary, to accommodate for patients with barriers to communication (e.g. visual/hearing impairment, language proficiency, etc) - Use a mixture of open and closed questions; avoids leading and/or negative questions |
| Diagnosis of condition | Uses a structured and systematic approach to retrieving relevant information about the patient condition to allow differential diagnosis:
- Signs/symptoms of condition - Confirms specific information relevant for therapeutic area - Demonstrates awareness of clinically relevant referral points that would warrant referral to GP |
| Selection of Appropriate Treatment and Provision of Information | - Appropriate product(s) selected based on diagnosis of condition and within the context of patient preferences/factors that may affect use
Provision of clear instructions and information to allow safe use of selected product(s): - Explain how the product works and link to diagnosis/symptoms - Provision of consumer resource if appropriate (e.g. written CMI or PSA Self Care Fact Card) - Provision of non-pharmacological treatment options or preventative strategies - Referral or follow up indicators |
| Confirmation of Patient Understanding | - Provide consumer with opportunity to ask any questions
- Confirm understanding of condition and use of product(s) provided - Confirm with consumer their needs have been satisfactorily met |
| Collaboration and Agency | - Clarification is sought for any concerns identified and escalated to an appropriate stakeholder
- Identify and acknowledge any professional or personal limitations and seek support where necessary - Consultation is conducted in a professional, efficient and respectful manner |
