Helping patients choose OTC products

The sheer number of nonprescription products on pharmacy shelves can be overwhelming for patients. Pharmacy technicians have an important role to play in helping ensure patients are using over-the-counter (OTC) products wisely and appropriately. At the recent OTC Spark virtual conference, hosted by Pharmacy Practice + Business, Dr. Kris Mendoza, pharmacy manager at Norfolk Pharmacy in Guelph, Ont., and Dr. Allison Tario, Roulston’s Pharmacy, and adjunct clinical assistant professor, University of Waterloo, participated in a panel discussion on “Perspectives on OTC: Promoting appropriate selection and use.” Tech Talk reached out to them to identify ways in which pharmacy technicians can help patients select self-care products. Providing basic product information: “Technicians’ scope of practice would allow them to gather information from the patient and discuss products as long as they are not giving a therapeutic recommendation,” says Tario. “As a general rule of thumb, discussing information that is on a product label is within scope, but they should not give any advice to patients that requires a clinical assessment—for example, they could help a patient identify what drugs are in a particular product and review the labelled dose, but they should not give patient-specific advice about whether the product is right for them.” Collecting patient information: “Technicians can gather relevant patient information, such as allergies, current medications, and medical conditions, which can be shared with the pharmacist,” says Mendoza. “Technicians can facilitate the OTC consultation process by providing patients with consultation forms, ensuring they are filled out accurately, and inputting the information into the pharmacy’s system.” Conducting follow-up: “In my community pharmacy practice, we frequently rely on our technicians to follow up with patients about their medication experience,” says Tario. “In these cases, they gather additional information about how the patient is doing and the pharmacist reviews it to ensure efficacy, safety and alleviate any other concerns the patient might have.” Referring to resources: “Technicians can guide patients to additional resources, including QR codes or printed materials, that provide more in-depth information about OTC products,” says Mendoza. “These resources can include official product websites, medication guides, or reputable health information sources.” Social media and marketing support: Technicians can assist in managing the pharmacy’s social media accounts and online presence, suggests Mendoza. They can help create and schedule posts about OTC products, health tips, promotions, and upcoming events. Health and wellness events: “Technicians are excellent resources for their community,” says Tario. “There is no reason why they couldn’t take part in outreach initiatives like public speaking, advertising, etc.” Technicians can assist in organizing and hosting health and wellness events or workshops within the community, adds Mendoza. “These events can focus on topics related to OTC products, such as skincare, nutrition, or pain management.” When to call on the pharmacist “Technicians are an asset to the pharmacist when they can efficiently and thoroughly gather information about the patient and their situation, but must defer to the pharmacist to complete the assessment and determine the best course of action,” says Tario. Mendoza suggests some situations in which technicians should consult the pharmacist: Potential drug interactions: If there is a possibility of an interaction between the OTC product and a patient’s prescription drugs; Allergies or adverse reactions: If a patient mentions allergies or has experienced adverse reactions to medications or OTC products in the past; Special Populations: If the patient is in a special population, such as pregnant or breastfeeding women, children, or the elderly; Concerns about chronic conditions: Patients with chronic health conditions or complex medical histories may have unique requirements when selecting OTC products. “In general, pharmacy technicians should use their judgment to assess the complexity of the patient’s request or question,” says Mendoza. “If there is any doubt about the appropriateness or safety of an OTC product for a particular patient, it’s best to involve the pharmacist.” Enhancing expertise Dr. Allison Tario says there are so many opportunities for additional education and training for pharmacy technicians. “Technicians are regulated health professionals with an obligation to keep their knowledge and expertise current; if someone has a particular area of interest, I would definitely encourage them to seek out additional learning opportunities.” For example, technicians could “learn about allergens commonly found in medications and skincare products, as well as products designed for individuals with allergies or sensitivities,” suggests Dr. Kris Mendoza. Another potential area is lifestyle and wellness, where techs could provide information on general wellness, including tips for a healthy lifestyle, nutrition, exercise, and stress management.

Helping patients choose OTC products

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