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Questions 1: Demonstrate listening to and communicating effectively with two service users of the pharmacy services using a range of techniques to determine their needs and to reduce barriers. Using communication techniques and reducing communication barrier. Your scenerios must include the bullet points. Data protection policy
• Person-centre care
• Consent
• Promote and advocate equality, diversity and inclusion
• Promotion of healthy life style
Question 2: Demonstrate the applications of health and safety legislations, policies and procedures in relation to workplace practices
Application: of legislation, policies, regulatory requirements (GPhC), Standard Operating Procedures (SOPs), Code of Conduct and any other organisational requirements, to ensure best interests of individuals and prevent harm to self and other.

Scenario 1:
A customer named John comes to the pharmacy counter to pick up a prescription for high blood pressure medication. I greet John with a smile and say “Hello, how can I help you today?” John replies that he’s there to pick up his prescription. I check our records and see that the prescription is ready. However, before providing it to John I want to ensure he has the information he needs to take it properly.
I say, “I have your prescription ready Mr. Smith. Before I hand it over, do you have any other questions for me about taking this medication?” John says he’s worried about potential side effects. I respond, “That’s a very common concern. Some people experience side effects like dizziness or headaches when first starting this type of medication as their body adjusts. However, those side effects usually go away within a few weeks. It’s important to take the medication as prescribed and let me know right away if any side effects persist or worsen. I’m also happy to discuss any lifestyle changes or healthy diet tips that may help your blood pressure in addition to this medication.” John thanks me for taking the time to address his concerns. I provide the prescription along with an information sheet on potential side effects and lifestyle recommendations (APA, 2023).
Scenario 2:

A customer named Maria comes to the counter speaking very softly and seeming distressed. She says she needs to refill her antidepressant medication but left her prescription at home. Noticing her visible distress, I ask gently and respectfully “Maria, is everything okay? How can I help make this process easier for you?” Maria begins to cry softly and says she’s having a difficult time. I respond compassionately, “I understand, these things can be really hard. Why don’t we have a seat over here and see what we can do to help.” I ensure Maria’s privacy by speaking quietly and keeping some distance between us and other customers.
With Maria’s consent, I look up her prescription history in our system. Seeing she was due for a refill, I process an emergency refill within my legal scope of practice (GPhC, 2022). I provide the medication to Maria along with tissues, water, and a stress ball. I say, “Here is your refill Maria. Please let me know if you need anything else or have any other questions. You’re not alone in this – there are also support resources available if you’d like information.” Maria thanks me sincerely for my understanding. I provide a list of local counseling services and support hotlines for depression and anxiety (APA, 2022).
In both scenarios, person-centered communication techniques like active listening, showing empathy, ensuring privacy and addressing individual needs helped establish trust and provide the best possible care.
In regards to your second question, as a pharmacy it is imperative we comply with health and safety legislation and policies. Key considerations include:
Storing, handling and disposing of medications properly according to guidelines from the General Pharmaceutical Council and other regulatory bodies to prevent harm to customers and employees (GPhC, 2021).
Maintaining a clean and sanitary work environment by following standard operating procedures for cleaning, stocking, and organizing the pharmacy in a way that minimizes safety risks like falls or injuries (NHS, 2022).
Providing appropriate training to employees on safe dispensing practices, hazard identification and incident reporting according to organizational policy. This helps ensure consistent, high-quality care for customers in a manner that safeguards their well-being (WHO, 2016).
Leading by example to foster a culture of safety and compliance. As pharmacy staff, we have a duty and responsibility to uphold the highest ethical and professional standards in all aspects of our work (APhA, 2019)

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