• 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)

  • Some people prefer face-to-face communication. It is usually more personal and less formal and is less likely to be misinterpreted. Like telephone responses, face-to face responses should be prepared as thoroughly as a written response. Face-to-face communication can be useful when you need to explain or show someone a resource, as opposed to simply sending them a copy.  It some instances it may be appropriate to offer to follow up your conversation with written information.

    Telephone responses