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Memorable Pharmacist Practice: Engaging with the Hyper-informed and Hyper-Connected patient

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Presented at PSA17: Leading Pharmacy Innovation

Take home message:
This presentation will enhance my ability to assist patients in understanding how to utilise digital healthcare resources to
to ensure they are not misinformed.

Presentation Overview:
The internet has allowed for a greater dissemination of information, both evidence based and not. All of this information is readily available to the general public, many of which are unaware of how to evaluate the authenticity of the information. ‘Dr. Google” is a common term used to describe those who use the internet to diagnose their symptoms prior to or in replacement of professional advice and diagnosis from a healthcare professional.
Pharmacists today are constantly faced with the challenge of a cohort of patients who come into the pharmacy equipped with the information they have read online. This session aims to assist pharmacists in how to engage with these hyper-informed and hyper-connected consumers. How can we as pharmacists use this knowledge of the ‘connected’ consumer journey pre and post pharmacy visit to provide enhanced patient centred care? What role can pharmacists play to educate patients in how to seek out valid evidence based information from reputable source using the patient's desire to be informed as a driver and motivator to find the correct information.

Learning objectives:

After completing this activity, pharmacists should be able to:
- Discuss how understanding the ‘connected’ consumer journey can enhance patient centred care
- Describe the role of a pharmacist in educating patients on how to determine validity of information they find on line and from other sources
- Explain how pharmacists can assist patients in addressing misinformation, especially misinformation about safety reports
Discuss the available health information resources that are available for patients to use.

Published in: Healthcare
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Memorable Pharmacist Practice: Engaging with the Hyper-informed and Hyper-Connected patient

  1. 1. MEMORABLE PHARMACIST PRACTICE: ENGAGING WITH THE HYPER-INFORMED AND HYPER-CONNECTED PATIENT Robert Sztar Founder & Chief Pharmacist
  2. 2. Hashtag #PSA17 @robertsztar robertsztar robert.sztar
  3. 3. Ask Q’s LIVE @ #PSA17 Tag @robertsztar or DM for private questions
  4. 4. TODAY YOU WILL LEARN ABOUT The Connected Patient Journey The Changing Role of a Pharmacist Personalised Health Information and Augmented Intelligence
  5. 5. The Connected PATIENT JOURNEY
  6. 6. THEN
  7. 7. NOW
  8. 8. WHAT ABOUT YOU?
  9. 9. HEALTH CONCERNS & PRE-PHARMACY VISIT
  10. 10. PHARMACY VISIT
  11. 11. Automation
  12. 12. Transactional
  13. 13. WORKFLOW
  14. 14. Disengaged
  15. 15. Patient Experience
  16. 16. Create a Patient-Centric Pharmacy Experience HIGH Value LOW Value Communication Compliance Empathy Efficiency Social Engagement Mechanical/Technical Personalisation Dispensing Process
  17. 17. Augmented Intelligence
  18. 18. Augmented Intelligence
  19. 19. Health Authority Vs Health Coach
  20. 20. POST-PHARMACY VISIT
  21. 21. Source: Deloitte Mobile Consumer Survey 2015
  22. 22. WHAT ABOUT YOU?
  23. 23. MEMORABLE PHARMACIST PRACTICE: ENGAGING WITH THE HYPER-INFORMED AND HYPER-CONNECTED PATIENT Robert Sztar Founder & Chief Pharmacist

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