• 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.

    Accreditation number for this module: S2019/90

    This activity has been accredited for 1 hour of Group-1 CPD (or 1 CPD credit), suitable for inclusion in an individual pharmacist’s CPD plan.


    The program addresses pharmacist competency standards, including:


    Standard 2.2.3 Promote effective interprofessional practice

    Standard 2.3.1 Use appropriate communication skills

    (National Competency Standards Framework for Pharmacists in Australia, 2016)

  • Answering medicines information enquiries requires well developed communication skills.

    Skills that are particularly important in medicines information are active listening, an understanding of nonverbal communication and being clear and concise in your response. 

    Enquiries can range from a simple question to a request to help solve a complex problem.

    Regardless of the nature of the question, the same fundamental practices should be applied to all enquiries. This module will provide an overview of the steps involved in processing a medicines information enquiry and some practical tips to help you get started.

    A more in-depth explanation of enquiry processing and documentation can be found in Chapter 5 of the Medicines Information Procedure Manual.

    Receiving enquiries