Ellen Campbell-Grizzle

IT IS a good idea for pharmacists to issue patients' charter. This move to recognise and enshrine the rights of patients has been well received by consumers.

A patient who is using the service of a particular pharmacy, for the first time, should be given a brochure that outlines the standards by which that pharmacy expects to be judged. The document usually lists the rights and responsibilities of patients and the route by which complaints may be registered. Pharmacists are discovering thatpatients appreciate this public education service.

Most patient charters promise to:

Dispense prescriptions accurately and offer medication advice.

Keep medication records confidential.

Ensure that patients are served by a qualified and registered pharmacist, who can address questions and concerns in total confidence.

Recommend the most appropriate over-the-counter medication.

Offer less expensive where they exist.

Patients' rights

Patients have basic rights which are sacrosanct. The right to the highest standard of pharmacy care regardless of age, sex, race, economic status or social class is paramount. They must receive drugs of acceptable quality, comprehensive product information and care in surroundings that provide reasonable privacy. The right to access the pharmacy or pharmacist of their choice must never be restricted. Patients must be able to choose among competitive products. They must know the identity and registration status of their pharmacist.

Patients' responsibilities

Patients should provide the pharmacist with as much information as they can, even if they feel something may not be very important. They should:

Provide the names and contact information of their physicians and traditional healers.

Provide accurate and complete information about themselves, their health and ability to pay for medication.

Talk about their allergies to food or medicines.

Insist on explanations until adequately informed about their medication.

Accept the consequences of their own informed decisions.

Employ all preventative measures that preserve or improve health status.

Conduct themselves in a manner that is respectful of the rights of others.

Right to redress

Most charters address this aspect as follows:

If the patient feels that a pharmacy manager can resolve their complaint, then please speak directly to that person. The patient may also complain to the government authorities who regulate pharmacists. If pharmacistsdo not meet the patient expectations, we want to know so that we may apologise, if we are at fault, and improve our service.

A cautionary note

With modern technology, we are learning more about medication, including those that do not need a prescription. This is good news as it means that the pharmacist can assist patients in a more meaningful way. It also means that patients should pay more attention to the advice given about medication. Remember, pharmacists may decide to refuse to sell a medicine and refer you to your physician or another health care provider.

Jamaican patients have the right to pharmacy services of the highest quality in a healthy environment. By issuing these charters, pharmacies are stating their willingness to be assessed by their patients and inviting their participation at another level. This is a good move.