DISPENSING AND COUNSELLING PRACTICES AT COMMUNITY PHARMACY

PHMP 4224 COMMUNITY PHARMACY POSTING
DISPENSING AND

COUNSELLING PRACTICES

CommunityAT

Pharmacy

“Nothing is more
imminent than the
impossible . . . what

we must always
foresee is the
unforeseen.”

- Victor Hugo

Course Coordinator: For Internal Circulation Only
Asst. Prof. Dr. Syahrir bin Zaini

PHMP 4224 COMMUNITY PHARMACY POSTING

RESPONSE TO

Minor Health Problems / Sales of
Pharmacy Medicines (Self-care)

This applies to situations where the

customer/patient comes to the pharmacy to
consult the pharmacist on a minor health
problem or request to purchase a pharmacy

medicine or an over-the-counter medicine by
name.

Adapted from Community Pharmacy Benchmarking Guideline, Malaysia

Image source: MyDispense, Monash University, Australia

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

PHARMACISTS SHOULD
COUNSEL/ ASSESS

the health problem after obtaining
sufficient information on the following:

1.Who has the problem: if a child, the age of
the child is required

2.What are the problems
3.How long has the condition existed
4.Action already taken
5.Medicines already used for the problem
6.Medical history: allergies, other existing

health problems and medication history
7.To rule out possible underlying serious acute

diseases
8.When to refer to a medical practitioner or

other health professionals, with a referral
note (refer to the next page).

Adapted fromCommunity Pharmacy Benchmarking Guideline, Malaysia

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

TEMPLATE OF REFERRAL NOTE

This document is for guidance purpose
and subjected to amendments

Adapted fromCommunity Pharmacy Benchmarking Guideline, Malaysia

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

AFTER THE ASSESSMENT,
THE PHARMACIST SHOULD:

1.Differentiate minor ailments
from major diseases

2.Minimize risk factors and
complications

3.Offer appropriate advice
(pharmacological and/or non-
pharmacological)

4.Counsel patient/customer on
the efficacy and safety of the
medicine(s) recommended

5.Refer patient/customer to a
medical practitioner or other
Health care professionals
when appropriate.

Adapted fromCommunity Pharmacy Benchmarking Guideline, Malaysia

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

WHEN COUNSELLING A PATIENT:

1.Make sure the patient
knows/understands the objective of
the treatment.

2.Go through the treatment as to
why, what, when and how to use
The medicine(s).

3.Advise on non-pharmacological
treatment when appropriate.

4.Advise on possible side-effects and
contraindications.

5.If symptoms persist, the patient
should be advised to see a Medical
practitioner with a referral note

Adapted fromCommunity Pharmacy Benchmarking Guideline, Malaysia

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

DOCUMENTATION

Proper documentation
should be maintained to
fulfill legal and professional
requirements.

Preferably, the pharmacy should maintain
patient medication record:

1. To check the progress of the treatment
and provide information on the medical
history of the patient.

2. To be kept in pharmacy computer
systems or in manual records.

3. Should be pertinent, accurate, up-to-
date, stored securely and treated as
confidential and used only for the
purpose for which it is obtained.

Adapted fromCommunity Pharmacy Benchmarking Guideline, Malaysia

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

CASE STUDY

ASSIGNMENT

Step 1

Design a specific case
scenario according to
the type of minor
ailments that is assigned
to you (Appendix 1 & 2).

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

CASE STUDY

ASSIGNMENT

Step 2

Conduct a role play
presentation between a
customer and a
pharmacist (within your
assigned subgroup).

For Internal Circulation Only

PHMP 4224 COMMUNITY PHARMACY POSTING

ROLE PLAY

Presentation

When?
Thursday, 3rd June 2021 and
Tuesday, 8th June 2021, both
starts at 9.30 am.

Where?

In 2 separate Zoom
Breakout Rooms.

How?

Each subgroup will take turn
to present for 5 minutes per
case and 3 minutes for QnA by
lecturers.

For Internal Circulation Only

Appendix 1

LIST OF SUBGROUPS FOR

BREAK OUT ROOM 1

For Internal Circulation Only

Appendix 2

LIST OF SUBGROUPS FOR

BREAK OUT ROOM 2

For Internal Circulation Only