omenaapteekki 900x1500 26.9.2005 14:47 Page 1 Patient counselling in Apple Pharmacy - how to improve quality? Anniina Pertovaara Eeva Teräsalmi M.Sc. in Pharm. Apple Pharmacy, Virkkala, Siuntio, Routio INTRODUCTION Apple Pharmacy, which is situated in Finland, is validated according to the ISO 9001:2000 quality standard. This standard validates following processes: supply and management of stock, dispensing, prevention and health promotion, and monitoring of therapy. However, the most important process which includes counselling of patients with prescription-only medicines, self-care medications and life-style counselling of people with different health risks, has not been evaluated or standardised in any way. Therefore a specific work has been established in Apple Pharmacy and the target is to find some basic guidelines for patient counselling which everyone working with customers should follow. METHODS As an example following instructions of counselling concerning patients with prescription-only medicines are presented: New prescription Repeat prescription Temporary treatment (antibiotics etc.) - What instructions has the doctor given - Regularity of dosing concerning the duration of the treatment? - How to take the drug (with/without food, - Does the drug have the desired effect on things to be avoided etc.) the illness? - Most common adverse effects - The importance of regular controls - Has the patient had any adverse effects? Long-term treatment (antidiabetic drugs etc.) - Making sure that the patient is taking the - Regularity of dosing drug correctly (e.g. inhaled drugs in the - How to take the drug treatment of asthma) - Most common adverse effects - Reminding the patient of the importance of - Regular controls (blood-sugar, blood- a healthy life-style! pressure, INR, cholesterol etc.) - Finishing the treatment (never abruptly, always according to doctor's instructions) In order to measure the quality of counselling it has to be documented. The documentation is done with ProCuro -dataprogram (ProVersa Oy, Finland). This program enables not only the checking of interactions in a patient's medication, but also the documentation of the information given to the patient. NEXT STEPS The complete patient counselling instructions of Apple Pharmacy are still under development. Our goal is to have a validated counselling process, which leads to the improvement of its quality.
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