How to Counsel OTCs Flashcards
How important is body position in the OTC aisle?
positioning is something subtle but still think about it
just make sure the patient knows you are interested
What is our desired outcome with OTC counselling?
to be the best OTC counselors on the planet
True or false: what you say is more important than how you say it
false
content and process are equally important
What are the two main skills we need as OTC counselors?
drug knowledge and interactive skills
What is a question you should always ask when OTC counseling?
what have you tried so far?
What are the three typical ways that a patient will initiate an OTC encounter?
describing a symptom
request a product
ask a specific question
What are the steps in OTC counseling?
- who is the patient
- seen a doctor?
- assess symptoms
- develop a tentative course of action
- inquire about health status
- state your recommendation
- provide info on proper use
What does the SCHOLAR acronym stand for
Symptoms
Characteristics
History
Onset
Location
Aggravating factors
Remitting factors
What is an example of a situation where you dont have to ask who the patient is in OTC counselling?
“I have x, what will help?”
If a patient states that they have seen a physician for their problem, what should we do?
PROBE
how long ago was consultation and what was recommended (if anything)
How can time be saved by asking a patient if they have seen a doctor?
can save a consult from getting deep, especially if the patient was sent to pick out a product the doctor recommended
What is a possible consequence with raising the issue of MD contact?
unwarranted seriousness to the encounter
When discussing symptoms, what type of question should we start with?
open-ended questions and then move to close-ended questions
tell me more about x….
True or false: when you get asked for OTC help, you should move to the OTC product section
true
this can help you gather your thoughts
True or false: it is better to ask generic questions than condition-specific ones
false
it is better to ask condition-specific questions
What is differential diagnosis?
the process of taking information and deciding what the most likely cause is
Why is step 4 deemed as tentative?
the possible course of action has not been verbalized yet to the patient
What is the general goal of step 4?
the pharmacist should have a good idea of what they are likely to recommend (this also depends on step 5)
What is the consensus on touch?
its either in your system or its not
if its not natural, it comes off as creepy
How does a tentative course of action set up the stage for step 5?
it sets the stage for most focused questioning
What are some important things to ask when assessing the patients health status?
on any other medications?
any other conditions to consider?
True or false: it is okay to start off an OTC counsel by asking about allergies, other medication use, etc
false (wait until step 5)
Is it sufficient to stop when you have asked an elder “are you in good health?” and they say “yes”?
no
probe with elders
What are the 4 forms of recommendation?
re-assurance (wait and see0
non-drug measure
OTC medication
MD referral
If you have 45 seconds, what is more important, getting the right drug or how to use the drug?
getting the right drug
How many side effects should you mention?
explain 2-3 well rather than doing 6 poorly
What are pieces of info to provide in step 7?
how much to apply/how many to take
use for how long
what to expect
what to do if treatment fails
Who should hold the package in the OTC aisle and why?
the patient
it takes the pressure away from you
When should we refer the patient to an MD?
symptoms are severe
symptoms are persisting
young/elderly
What are the main things we want to identify when assessing?
symptoms, severity, duration
what has been tried so far
Is the following an open or close ended question: you said you have heartburn. When and how bad?
close ended
What are some nuances to be aware of when assessing symptoms?
the use of open and close ended questions
assess the patients choice of wording
watch for non-verbal information
A middle aged man comes in asking for your help in the OTC aisle. What are the questions you should ask when you reach step 5?
are you in good health?
on any other medication?
