Take away message

The main take home messages from this e-learning are:

Our unconscious biases can lead to the medically under-served being overlooked
By being aware of the medically under-served and valuing diversity, we can help support individuals who need it the most
Be mindful and tailor interactions so they are person-centred. Go the extra mile with all your patients.
By showing dignity and respect you can develop trust and building rapport
Offering Medicines Use Reviews in an appropriate and welcoming way will enable people from these communities to become empowered and more likely to accept the invitation

This is to certify that

has completed the 'Effectively interacting and engaging patients who are under-served' resource.

Signed by:

Dr Asam Latif PhD, MA, MRPharmS.
(Chief Investigator)
School of Health Sciences, University of Nottingham

The main take home messages from this e-learning are:

Our unconscious biases can lead to the medically under-served being overlooked
By being aware of the medically under-served and valuing diversity, we can help support individuals who need it the most
Be mindful and tailor interactions so they are person-centred. Go the extra mile with all your patients.
By showing dignity and respect you can develop trust and building rapport
Offering Medicines Use Reviews in an appropriate and welcoming way will enable people from these communities to become empowered and more likely to accept the invitation

Here are all the strategies available to help create your own personal development plan:

One-to-one engagement strategy

1. Be aware of unconscious bias: consciously invite a person who is medically under-served for an MUR
2. Make every person feel welcome i.e. build trust by making eye contact, smiling and using open questions to encourage discussion
Take time to listen: issues only tend to come to light when we probe and allow individuals time to talk
3. Use simple terms: 'Medicines Use Review' may confuse - consider 'medicines check' as an alternative
4. Put patients at ease: we can achieve this by being respectful of people’s culture and sensitive to religious beliefs

A team approach to build an inclusive service

1. If the pharmacy has an MUR target - dedicate a portion to the medically under-served (i.e. one third)
2. Discuss the medically under-served at your next team briefing / talk to another staff member about what you have learnt
3. Identify bi-lingual staff and ask them, should the need arise, if they would be willing to act as a ‘translator’
4. People should know who their 'regular' pharmacist is: be proactive and point out the pharmacist during your discussions with patients
5. If you have a delivery driver ask them their opinion if any patients would benefit from an MUR

Engagement strategies at a management / local level

1. Remind local practice teams (GPs / community nurses / Local Pharmaceutical Committee / Clinical Commissioning Groups) of MURs and its benefits
2. Hold a diversity / cultural awareness community event at your pharmacy to make people from under-served communities feel included
3. Make an out-reach visit to a local self-help group who are representing an under-served community. Consider using media i.e. pharmacist to talk on local radio
4. Consider new ways to communicate: use text or online / Skype methods to engage people
5. Ensure all staff are equipped with skills to de-escalate challenging or aggressive behaviour. This will enable pharmacy staff to build confidence approaching and interacting with any person in the pharmacy. (Note: challenging behaviour is not specific to people from under-served communities and can arise from individuals from any community)

Supporting under-served patients with their medicines