• The learning objectives for this module are:

    • Outline the steps involved in processing a medicines information enquiry.
    • Identify core questions to ask to assist in answering medicines information enquiries.
    • Outline core components of answering medicines information enquiries.
    • Describe the importance and elements of plain language in answering medicines information enquiries.
    • Outline key components of written and telephone responses to medicines information enquiries.

    All EMIT modules are undergoing review to ensure content reflects current best practice. If you previously purchased one or more of these modules prior to January 2024, you have been sent an email with information on access changes.

    Please email education@shpa.org.au if you have paid EMIT access and have received this email. (Please check junk folders first.)

◄Written responsesFace-to-face responses►

Telephone responses

  • Some enquirers prefer to receive an answer to their enquiry over the phone. You will need to prepare your response as thoroughly as if it were a written response.

    Before calling the enquirer, have your response and any relevant resources ready so that you are prepared for any further questions. If the enquiry is about a specific patient, be sure to confirm the patient details before providing the response.

    Check with the enquirer whether it is an appropriate/convenient time to discuss their enquiry. Be clear and concise and offer to follow up with written information as well. Follow a logical structure and be prepared to repeat key points. There is no body language to guide how your message is being received so you will need to take a moment to pause and check that the enquirer understands your response. Slow down if necessary, so that information is not being delivered faster than it can be understood.

    Ask the enquirer whether the information has been helpful; this helps you to gather feedback and may lead to further questions being asked.

    ◄Written responsesFace-to-face responses►