Activity: Your personal development plan

People are generally not aware or expect a Medicines Use Review to be offered and may decline because they don't know what is involved, how long it will take or simply 'catch them off guard'. It is easier if we build up a rapport and adapt our approach according to the individual in front of us.

The following strategies have been co-developed by people from under-served communities and pharmacy team members.

One-to-one engagement strategies

	Be aware of unconscious bias: consciously invite a person who is medically under-served for an MUR
	Make every person feel welcome i.e. build trust by making eye contact, smiling and using open questions to encourage discussion
	Take time to listen: issues only tend to come to light when we probe and allow individuals time to talk
	Use simple terms: 'Medicines Use Review' may confuse - consider 'medicines check' as an alternative
	Put patients at ease: we can achieve this by being respectful of people’s culture and sensitive to religious beliefs

A team approach to build an inclusive service

	If the pharmacy has an MUR target - dedicate a portion to the medically under-served (i.e. one third)
	Discuss the medically under-served at your next team briefing / talk to another staff member about what you have learnt
	Identify bi-lingual staff and ask them, should the need arise, if they would be willing to act as a ‘translator’
	People should know who their 'regular' pharmacist is: be proactive and point out the pharmacist during your discussions with patients
	If you have a delivery driver ask them their opinion if any patients would benefit from an MUR

Engagement strategies at a management / local level

	Remind local practice teams (GPs / community nurses / Local Pharmaceutical Committee / Clinical Commissioning Groups) of MURs and its benefits
	Hold a diversity / cultural awareness community event at your pharmacy to make people from under-served communities feel included
	Make an out-reach visit to a local self-help group who are representing an under-served community. Consider using media i.e. pharmacist to talk on local radio
	Consider new ways to communicate: use text or online / Skype methods to engage people
	Ensure all staff are equipped with skills to de-escalate challenging or aggressive behaviour. This will enable pharmacy staff to build confidence approaching and interacting with any person in the pharmacy. (Note: challenging behaviour is not specific to people from under-served communities and can arise from individuals from any community)

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