You are in the spotlight...
You are in the spotlight...
Information campaigns continue to encourage people to use their community pharmacy as a first port of call for minor illnesses and health questions.2
Research shows that people value their relationship with the community pharmacist.3 This can lead to more open and honest conversations with the pharmacy team rather than the GP.3
Remember that as well as what you say, your body language and how well you listen all influence the success of a conversation4
Welcome your patient
When the customer approaches the counter, smile and greet them. Introduce yourself using a welcoming sentence or question, for example: Hello, my name is… how can I help you today?
This will help reassure those who may feel nervous or anxious when discussing health issues.
Folded arms and turning away from the customer when you are speaking to them can make someone feel that you are not listening to them, not interested, or too busy to speak.
If you need to turn around or reach down to get a medicine, try not to talk to them at the same time. This is critical for patients who are hard of hearing or who lip-read.