7 Key Areas that Contribute to Positive Experiences

1. Person-centred care: treating people with respect and dignity, and tailoring services to meet their unique needs. Ensuring that what matters to everyone is understood and where possible incorporated into their care plan. Healthcare Improvement Scotland has produced guidance which can be found here to support pharmacy teams in understanding what this means in practice. 

2. Trauma-informed approach: Understanding the impact of trauma and how to provide care in a way that avoids re-traumatisation is key, whilst substance use is often associated with trauma as a coping mechanism many more people who visit a pharmacy will also be impacted by trauma and will benefit from this approach. NES has produced a set of resources called the National Trauma Training Programme to help achieve the government’s vision of a “trauma-informed and responsive nation and workforce” which you can access here.

3. Stigma reduction: Creating a non-judgemental culture where both staff and people who use pharmacies are accepting of people affected by conditions such as substance use disorder. People who use substances remain one of the most marginalised, discriminated and stigmatised populations. The use of people first language and increased understanding of the social determinants of health will go a long way to make the changes needed. This link will guide pharmacy teams through terms that are considered less stigmatising as well as further NES TURAS materials that can be found here. 

4. Collaborative Care: To ensure the best outcomes and care for those who visit pharmacies, it is key that pharmacy teams work closely with other healthcare providers to provide comprehensive joined-up care.

5. Confidentiality: Ensuring that a person’s privacy is respected will encourage a more open and effective interaction, leading to more effective outcomes and support around self-care. The NES TURAS pack provides a refresher on the safe handling of information and can be found here. 

6. Education and support: Providing people with information about their conditions and ensuring they understand the options and how they apply to them is key to supporting their recovery journey. The NES TURAS site contains updated training materials relating to many clinical conditions, the packs on alcohol and substance use have been updated and can be found here. 

7. Accessibility: Making pharmacy services easily accessible and reducing barriers to care are an integral part of maximising outcomes. Involving those with living and lived experience of substance use when services are being designed or reviewed will ensure that more people engage with services and the system, and that people achieve the outcomes they hope for. The Scottish Government and COSLA have recently co-produced a planning with people document that guides how to involve people in a meaningful way and can be found here.