Working with patients, other professionals, and follow-up care

Pharmacy teams should be open and honest, while recognising when other services must be involved. GPhC guidance explains that patients may need assessment or treatment from the most appropriate clinician to determine any harm and to provide further support. Candour complements safe clinical follow-up rather than replacing it.

Know when pharmacy is not the only service involved

• The prescriber or GP may need to review the person urgently
• Another clinician may need to assess harm, risk, or monitoring needs
• Care homes, carers, or support staff may need timely factual information to act safely
• Out-of-hours or urgent care services may need to be involved if the risk cannot wait
• Professional indemnity support may be appropriate for the pharmacy professional involved

Keep the person's next steps clear

• Explain what they should do next and who will contact them
• Provide replacement medicine or another remedy where appropriate
• Tell them what symptoms, problems, or warning signs should prompt urgent help
• Give a clear route for further questions, support, or complaint
• Use accessible communication if the person needs it

Candour should both explain what happened and make sure the person has clear, practical next steps and the right follow-up support.