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                                                                                               :     ACPPEdistance learning programme
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     Share your learning                        For information on all our
     experience with us:                        programmesandevents:
     email us at feedback@cppe.ac.uk            visit our website www.cppe.ac.uk
     Acore learning programme for:
     Developed by:                                              Funded by:
                                                                                                     DLP172
                                                                                                     February 2014
                 Consultation skills for
                   pharmacypractice:
                taking a patient-centred
                            approach
                  ACPPEdistance learning programme
                       for pharmacy professionals
                            Acorelearning programme for:
                Educational solutions for the NHS pharmacy workforce
                           ©Copyrightcontroller HMSO 2014
    ii
                Acknowledgements
                Lead writers
                Lesley Grimes,CPPE senior pharmacist,learning development
                Nina Barnett, consultant pharmacist, care of older people, East and South East
                England Specialist Pharmacy Services (contributory author for Section 5 – Health
                coaching in patient consultations)
                Reviewers
                LeahDavies,clinical development pharmacist,Rowlands Pharmacy
                James Desborough,lecturer in pharmacy practice, University of East Anglia
                Elizabeth Fidler, principal pharmacy technician, Health Education Kent, Surrey
                and Sussex - Pharmacy
                Delyth James, senior lecturer, Cardiff University
                Barry Jubraj, associate professor, Chelsea andWestminster Hospital NHS
                FoundationTrust and UCL School of Pharmacy
                RaminderSihota,senior professional L&D manager,Boots UK
                CPPEreviewers
                AnnaGraves,regional tutor,NorthWest
                MatthewShaw,deputydirector
                KarenWragg,regional manager,South Central
                Thanks
                Thetwovideosreferred to in Section 5 of this programme have been co-produced
                by Imperial College and London ConsortiumTelevision.Thanks go to:
                Nina Barnett, consultant pharmacist, care of older people
                Paul Craddock (camera and editor)
                ZulemaDene(actress)
                Bartek Dziadosz (camera)
                Douglas Hing (project advisor)
                Lis Paice (project lead)
                WehaveusedsomecontentfromtheCPPEPatient-centredcare open learning
                programmeinthis learning programme. CPPE recognises the contribution made
                by LouiseWinstanley and the other contributors and reviewers of that resource.
                Production
                Outset Publishing Ltd, Sussex
                Published in February 2014 by the Centre for Pharmacy Postgraduate Education,
                Manchester Pharmacy School,University of Manchester,Oxford Road,
                Manchester M13 9PT
                www.cppe.ac.uk
                    Contents                                                                                               iii
                    About CPPE distance learning programmes                                     vii
                    About this learning programme                                                x
                    Patient-centred care and pharmacy practice                                  xv
                                Whatdowemeanbyaconsultation?                                    xv
                                Thepatient-centred consultation in pharmacy today               xvi
                                Putting the patient at the centre of the consultation         xviii
                                Practice points                                            xvii, xix
                                Reflective questions                                    xv, xvii, xx
                    Section 1 Medicines optimisation and medicines adherence                     1
                                1.1  Medicines optimisation                                      1
                                1.2  Understanding medicines adherence                           2
                                1.3  Thereasons for non-adherence                                3
                                1.4  Unintentional and intentional non-adherence                 6
                                     Internal and external causes of non-adherence               7
                                1.5  Assessing adherence                                        10
                                     Self-reporting                                             10
                                1.6  Discussing adherence with a patient                        11
                                1.7  Interventions to improve adherence                         13
                                1.8  Considering the needs of different patient groups          14
                                     Older people and adherence                                 14
                                     Younger patients and adherence                             15
                                     Physical or learning disabilities and adherence            16
                                     People with severe mental health problems and adherence    16
                                Summaryandintendedoutcomes                                      18
                                Suggested answers                                               19
                                Case study 1 George                                             12
                                Case study 2 Rebecca                                            15
                                Exercises                                              2, 4, 7, 9, 17
                                Practice points                                                5, 6
                                Reflective questions                                          8, 14
                                                                                                                  F E B R UARY 2014