Under the Regulation of Retail Pharmacy Businesses Regulations (S.I. No 488 of 2008), pharmacy owners have a legal obligation to provide a separate and designated area within the pharmacy premises. This is to facilitate private conversations between pharmacists and members of the public regarding their medicine therapies or other general health matters that should not be overheard by others.

The main purpose of a patient consultation area is to have a designated area available at the pharmacy where patients and/or their carers are provided with the opportunity to talk privately and confidentially about their health needs. Enabling this private interaction between the patient and the pharmacist can be seen as an opportunity to achieve better patient health outcomes and to educate patients on the rational use of medicines. Encouraging patients to discuss their health concerns with pharmacists in the patient consultation area enhances patient monitoring, may reduce errors and promotes patient safety.

In addition, patient consultation areas can be used to provide other pharmacy services to patients. Certain pharmacy services require a face-to-face private consultation between the patient and/or their carer and the pharmacist, such as vaccinations or the Common Conditions Service (CCS). In those cases, it is important to ensure that the consultation area is of sufficient size and adequately equipped for any new services offered.

Minimum requirements

The PSI’s Guidelines on Patient Consultation Areas in Retail Pharmacy Businesses provide the requirements that this area should meet. This Guideline outlines, among other particulars, how the patient consultation area:

• Must have a sign to inform patients that this facility exists and it is available for their use;
• Should have a direct access from the public pharmacy area;
• Must ensure the privacy of the patient;
• Must be accessible to all patients’ profiles including patients with disabilities (for example, wheelchair accessible);
• Must have sufficient space to facilitate the sitting of the pharmacist, the patient and/or their carer; and
• Should be furnished with a table/worktop and two chairs with room for a third chair for a chaperone.

A patient consultation area should never be used as a storage area. Therefore, items such as a pharmaceutical-grade refrigerator, a controlled drug safe, excess stock, seasonal decorations, medicines or staff personal items should not be stored here.

A robust policy should be in place in the pharmacy regarding the use of the patient consultation area. This policy should outline how the pharmacy can safely operate while the pharmacist is engaged in consultation with a patient in the patient consultation area.

If a pharmacy provides additional services such as vaccinations or the CCS, those in governance roles may consider reviewing the patient consultation area to ensure that it meets the additional needs these services may require. Pharmacies providing a high volume of services may give consideration to exploring having more than one consultation area. This will ensure having a patient consultation area available when needed for its primary function, i.e., a consultation between a patient and/or their carer and the pharmacist.

Designing and planning a patient consultation area

Designing the layout and location might seem to be a simple exercise, but it could be quite challenging if the space is limited or a variety of additional pharmacy services are offered from that area. It is important to remember that this area must be accessible from the public pharmacy area and ideally located near the dispensary.

Once it has been decided whether additional pharmacy services will be delivered, those in governance roles may consider how to equip the area to enhance users’ experience, not only from a patient’s perspective but also from a pharmacist’s perspective. For example, consider:

• The addition of a handwash basin with access to hot water to support hand washing hygiene before the administration of injectables or carrying out health checks;
• Access to drinking water (water dispenser) for patients and single-use cups;
• Installing a foldable counter instead of having a table;
• Chairs with armrests to support patients in the event of an adverse event when administering injectables;
• Locking cabinets to securely store the equipment used when providing additional services, if appropriate, in accordance with the manufacturer’s specifications. For example, sharps bin, infection prevention control equipment or a blood pressure monitor;
• Having a lockable door permitting pharmacists’ direct access from the dispensary into the patient consultation area;
• Access to patient medication records (PMR) through an access-controlled device;
• Access to electronic devices to support pharmacists’ consultations and prescribing activities under the CCS, through an access-controlled device; and
• Security features such as CCTV and/or panic buttons. If installing a CCTV system, a notice should be conspicuously displayed at the patient consultation area.

Conclusion

The primary function of a patient consultation area is patient consultation. When providing additional services in a community pharmacy setting, those in governance should review the patient consultation area available at the pharmacy. This area may need to be upgraded, where appropriate, to ensure it meets the additional requirements for the provision of the new proposed pharmacy service before its implementation.

References available on request.