Home' Australian Pharmacist : Australian Pharmacist January 2012 Contents 52 Australian Pharmacist January 2012 I ©Pharmaceutical Society of Australia Ltd.
Continuing Professional Development
The articles in this series are independently researched and compiled by PSA commissioned authors and peer reviewed.
Three years later Helena has lost weight
through watching her diet and attending
two fitness classes a week. Her blood
pressure is mostly under 140/90.
(Case study adapted from Bauman A, Fardy
H, Harris P, 2003.1)
As opposed to the earlier version of
this case, the principles of patient-
centred care and the seven charter
rights are adopted here. Specifically,
Arthur considered Helena's beliefs and
expectations about her disease and its
management. He considered cultural
issues along with social, physical and
socioeconomic issues that could be
affecting adherence. Key behavioural
strategies demonstrated included plans
for change, reinforcement and follow-up.
Links to ancillary community services and
supports were considered.1
care into pharmacy
Having charters and frameworks in
place supports the rights of patients and
facilitates patient-centred care. However,
even with such policies and strategies,
many health professionals find it hard to
change the way in which care is delivered
and struggle to involve the patient.4
In order to adopt strategies and
implement such models, pharmacies
need to have committed senior
management and be committed to
leadership development. As pharmacists
we need to build staff capacity and
support work environments. We need
to manage change responsively using
data, e.g. collected from patients, to
drive the change. Pharmacies need to
foster a culture that supports learning
and improvement and drive the culture
through values training. Training needs
to occur in areas of communication and
consulting style as well as concepts
pertaining to the other charter rights.
Pharmacists need to engage patients,
carers and family as partners and ensure
accountability for improving patient care
at all levels. 4 More specific strategies are
described in Table 1.
A better way forward
As pharmacists, it is important to remind
ourselves that we do not deal with
disease. Instead, we deal with people who
are concerned about their health.3
Improving our patients' health is not
about simply providing medicines or
We need to look at the whole person
and their lives outside the pharmacy.3
We need to create patient-pharmacist
partnerships along with external health
alliances.3 We need to turn off the
tap of disease information brochures
like CMIs and pamphlets unless they
are integrated with more systemic
and comprehensive patient-centred
care strategies.1 We need to facilitate
change and health promotion.3
Finally, we need to fulfil the rights of
patients as described in the Pharmacy
Service Charter -- specifically we need
to provide access to health care
with respect and privacy in a safe,
participative and communicative
1. Bauman A, Fardy H, Harris P. Getting it right: why bother with
patient-centred care? MJA. Sep 2003; 179:253--6.
2. Stewart M. Towards a global definition of patient-centred
care. BMJ. Feb 2001; 322:444--5.
3. Bensberg M. Patient centred care literature review.
Melbourne: Dandenong District Division of General Practice;
4. Luxford K, Piper D, Dunbar N, et al. Patient-centred care:
Improving quality and safety by focusing care on patients
and consumers Sydney: Australian Commission for Safety
and Quality in Healthcare; 2010.
5. Pharmacy Guild of Australia. Powering the better use of
medicines. Canberra: PGA; 2011.
6. Pharmacy Guild of Australia. Pharmacy Practice Incentives
(PPI) -- Factsheet: Community Pharmacy Service Charter.
Canberra: PGA; 2011.
7. Australian Commission on Safety and Quality in Healthcare.
The Australian Charter of Healthcare Rights -- A guide for
healthcare providers. Sydney: ACSQHC; 2011.
8. Australian Commission on Safety and Quality in Healthcare.
Roles in realising the Australian Charter of Healthcare Rights.
Sydney: ACSQHC; 2011.
9. Consumers Health Forum of Australia. Analysis of the Fifth
Community Pharmacy Agreement. Canberra: CHF; May 2010.
SUPPORTING PHARMACY PRACTICE
Table 1. Achieving patient centred care under the ACSQHC's proposed National Safety and Quality framework
Safe, high-quality health care is always What it means for me as a patient or
Strategies for action by health systems
1. Patient focused
This means providing care that is respectful
of and responsive to individual preferences,
needs and values. It means a partnership
between consumers, family, carers and
their healthcare providers. Processes of
care designed to optimise the patient
I can access high quality care when I need it • Develop service models that improve
access to health care for patients
I can obtain and understand health
information, so that I can make decsions
about my own care and partricipate in
ensuring my safety
• Increase health literacy
• Involve patients so that they can make
decisions about their care and plan their
• Provide care that is culturally safe
My health care is co-ordinated because
people and systems work in partnerships
• Enhance continuity of care
• Minimise risks at handover
• Provide case management for complex
• Facilitate patient centred service models
I know my healthcare rights
• Promote healthcare rights
If I am harmed during healthcare, it is
dealth with fairly. I will get an apology and
a full explanation of what happened
• Inform and support patients who are
harmed during healthcare
Source: Luxford K, Piper D, Dunbar N, Poole N. In: Patient- Centred Care: Improving quality and safety by focusing care on patients and consumers 2010 Canberra. 4
Links Archive Australian Pharmacist February 2012 December 2011 Navigation Previous Page Next Page