The Boots Healthcare Way – making every contact count

A message from Claire Nevinson, Pharmacy Superintendent

This month’s edition of The Professional Standard sets out our decision to relaunch The Boots Healthcare Way. The correct  and complete use of The Boots Healthcare Way underpins compassionate, person-centred care during the provision of advice on the safe use of over-the-counter (OTC) medicines. The Boots Healthcare Way also enables our pharmacy team members to help support medicines adherence, promote positive health outcomes and build relationships with patients and customers. I encourage you to think about your day-to-day opportunities to interact with pharmacy and healthcare customers to support them in making positive changes to their health and wellbeing. The training that accompanies our relaunch of The Boots Healthcare Way will assist your team with this aspect.

Some people presenting in pharmacy may describe symptoms that indicate a more serious problem, or which are unusual in some respect. It is vital that these individuals are referred to the pharmacist in the first instance, and then signposted to their GP or an urgent care facility, if appropriate. At times when team members are busy with prescription workload or pharmacy services, it is important to ensure that these people are considered a priority and provided with the right level of care and advice in a timely manner.

Please ensure that your team members understand the legal restrictions on the sale of products containing ephedrine or pseudoephedrine. Please also ensure that team members are aware of those medicines listed on the Care Card which may be abused or misused. In particular, note the key patient safety messages that need to be provided when responding to requests for codeine-containing medicines. Inappropriate use of codeine can lead to addiction, even at the strengths available over the counter. It is important that your team members are confident in dealing with such requests from customers and provide them with the right information to use codeine-containing products safely.

The importance of a strong ‘counsel culture’ also extends to prescribed medication. You’ll be aware of the consequences of patients not taking their medicines as prescribed, which can lead to poor condition management and even hospitalisations. As the NHS continues to experience unprecedented pressures, we have the opportunity to showcase what community pharmacy can do to help patients optimise their use of prescribed medication and to escalate any relevant concerns appropriately.