• 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)

  • MI services will have a procedure for documenting enquiries, make sure you are familiar with the system in place. Regardless of the work setting, all medicines information enquiries should be documented. If standard procedures are not in place it is recommended that they be established.

     All MI enquiries should be documented because:

    • The enquirer may return and need the information again or may have further information to add to the enquiry.
    • It can save time if a similar enquiry is received in the future. It may not answer the enquiry but can be a good point to start from.
    • If you receive a complaint you have the documentation to support your answer.
    • Past enquiries can be used for training new MI pharmacists and as case studies when preparing training material.
    • It can help ensure quality of practice and outcomes.
    • Documentation can provide workload statistics that may be used to support funding and demonstrate the value of the service to the healthcare community.
    Receiving enquiriesAnswering enquiries