MUR - Approaching the patient.

[jamuk87]

Hi folks,

So like most of the pharmacists on here, I've been pestered to do X amount of MURs a week and really struggle to meet these targets. I think one of the main reasons (besides the fact I work at a busy branch and could think of much better things to be doing in those 15 minutes) is that it can sometimes be difficult to approach the customer.

I saw one pharmacist when I was a pre-reg handing out some medicine and asking "would you like an MUR?" the patient obviously didn't have a clue what he was saying, so just answered no, and left.
I've seen other pharmacists almost seem to withold the medicine until the customer follows them into the consultation room.

How do other people approach the customer with an MUR? I simply tried "can I have a quick chat with you about your medicines?" but that seems to strike fear in the patient and force them to answer with "um, why? what's wrong?". Do any of you have a particular line you use that seems to serve you well?

J

[sleather1]

I'm a student but work part time as sales assistant. What I normally do with bags tagged for MUR is ask the patient whether they have a few minutes to spare, the pharmacist wants to have a word with them and see how they've been getting on with their medicines. Soon as they say yes I show them to the consultation room, get them sat down then quickly grab the pharmacist. Seems to work most times cos it shows concern and makes them feel important and that they're not part of some scheme to get the numbers up.

[DispenserJosh]

"can I have a quick chat with you about your medicines?"

This is exactly word for word what our pharmacist says and alot of the time she does worry the patient, but knows exactly what to say to reassure them. She usually says something along the lines of "don't worry it's just a quick chat to see how are coping with your medication, and to answer any questions or clear up anything you don't understand".

"it won't take long" is another favourite too! always a winner.

Every now and then we get a patient who kicks off when asked if they would like a review, becasue they "just come from the doctors". 9/10 of our MURs reveal a patient isnt taking their medication effectively. I think it's something you will just have to persist with, find something that works. maybe a brief information leaflet on the counter.

While we are on the subject, does anyone on here conduct regular AURs?

[shan]

Ok. This is what I do and think is a fair for all way of getting some-one in to the consultation room.

Hello Mr. Smith, how are you doing today? these are your medicines from the prescriptions today. Just to let you know my system informs me (pointing in to the direction of the dispensary computer they hardly ca see) that you are due for your annual review of your medicines (for those who already had one before in previous years) would you be able to spare 5 - 10 minutes so we can go through your medicines and see if you are coping well with them or if you have any questions to ask??

If no MUR done then, Hello Mr. Smith, how are you doing today? these are your medicines from the prescriptions today. Just to let you know that we offer a free medicine user review, where we review your medicines and how you are getting along with them, would you be able to spare 5 - 10 minutes and see if you are coping well with them or if you have any questions to ask?? We would also report any issues to your doctor for any further reccomendations.

All we need is to say it is something specially done for them and they would get benefit by spending that time.

Still would like to some more from the senior members of the forum.

Shan

[WalkeRx]

This is exactly word for word what our pharmacist says

Same here, sometimes it works, sometimes patients give an outright "no", either as they've "recently" had a review with the GP or they say that they know everything they need to. I don't think I've seen a customer worried by this though.

Last Saturday I was fortunate to ask something along the lines of "(after confirming the address) here's your medication, your repeats list is in the bag (non-managed RPCS customer), do you have a few minutes to spare to talk to the pharmacist about your medication?" and receive the reply "yes of course, in fact I wanted to ask the pharmacist something anyway"

[LFCMad]

I like to use a bit of psychology and vary my question to the patient based on what type of personality I think he/she is.

If they are smartly dressed/well spoken/uses long overcomplicated words/very formal type of charachter I like to ask "we currently have a FREE SERVICE TO WHICH YOU ARE ELIGIBLE which allows us to ensure you get the most out of your medicines and enables you to ask any questions regarding your medication, would you be interested?" Usually the thought of a service that not everyone else gets has them agreeing as they feel they get the special treatment they deserve. The thought of missing out on something free is too overwhelming!!

For the more laid back type of person; i.e. casually dressed/uses slang/informal (I can put myself in that bracket ) I like to ask "would it be possible to have a quick chat about your medication? Just to see how you are getting on?". The thought of a "quick chat" is more informal. The "just to see" bit takes the seriousness and nervousness out of it for them. I bet if you said to them would you like a "Medicines Use Consultation" not many would agree and would be put off big time.

[andrew paxton]

I also vary my introduction depending on who it is I'm talking to. It usually goes somewhat along these lines: 'Mrs. Smith (it's always Mrs. Smith, even when it's likely to be Mrs. Patel!), can you confirm your address...? Have you time for a quick chat about your medicines? It won't take long (I said that for a chap with 2 items, and it turned out that he was on 24 items!!!). -I had a review with the Doctor only last week- Well it's different from theirs, they can't do our sort of review, and we can't do theirs. (Sitting them down) I want to do what is called a Medicines Use Review. It involves working through all the tablets that you take, checking that you're taking them right, or if not, what you are doing, and whether you have any problems with such as remembering to take them, whether you can swallow them, whether you have an ethical or religious objection to any of the formulations, and lastly, whether you get all your tablets all together, or that you have to come trailing back 3-4 times a month. Is that OK?

I do loads of MURs