SYSTEMIC APPROACH TO ANSWERING QUESTIONS

Background

Essential component within pharmacy practice is the

ability to effectively answer questions posed by health

care professionals and the lay public

Systemic Approach to Answering Questions

Step I. Secure demographics of requestorStep II. Obtain background informationStep III. Determine and categorize ultimate

questionStep IV. Develop strategy and conduct researchStep V. Perform evaluation, analysis, and

synthesisStep VI. Formulate and provide responseStep VII. Conduct follow-up and documentation

Step I. Secure demographics of requestor

Determine the requestor’s position, training, and anticipated knowledge

Secure a mechanism for delivery of the response

Step II. Obtain background informationWhy is the requestor asking for this

information ?Whether the request is concerning a specific

patient’s condition or is truly academicAscertain which resource(s) the requestor has

checked or usedRequestor who are intermediaries in the

transfer of information present a special challenge for obtaining background

Step III. Determine and categorize ultimate question

The ultimate question may essentially be the same or different as the original question

The fact: 85% of the question was significantly different than the original question

Refocusing the requestor’s question was useful for most of the drug information requests in the survey

It is imperative that the requestor confirms the ultimate question prior to categorization and the development of a search strategy

Step IV. Develop strategy and conduct research

The categorization of the ultimate question prompts the resource selection process.

For example, the categorization of a question as “adverse effect” suggests the use of adverse effect oriented resources

Once resources have been selected, they are prioritized based on the probability of their containing the information or data desired

Step V. Perform evaluation, analysis, and synthesis

The information retrieved must be objectively critiqued

The techniques and skills for literature evaluation and clinical application of statistical analysis are applied

It is one of the opportunities to differentiate the professional from the technician through using the systemic approach

Step VI. Formulate and provide responsePharmacist has a professional responsibility to clearly

inform the requestor when one course of action is clearly more desirable than an alternate action.

If the literature includes conflicting data that must be presented to the requestor, one may need to use a logical argument.

The formulated response must be succinct yet adequately comprehensive.

The provision of response is essential if its not provided in a timely manner or is delivered at an inappropriate level of sophistication, the effort would be wasted.

Step VII. Conduct follow-up and documentationFollow-up is the process of verifying the

appropriateness, correctness, and completeness of a response following the communication.

Follow-through is the process of readdressing a request based on the availability of new data or a change in the situation or circumstances that were decisive factors in the synthesis of a response.

Thorough documentation is essential for reducing liability and potentially promoting the development of a continual service.

FORMULATING EFFECTIVE RESPONSES AND

RECOMMENDATIONS: A STRUCTURED APPROACH

Background

Pharmacist should recognize that their responsibility extends beyond simply providing an answer to a question

Requestors of information are typically vague in verbalizing their needs and provide specific information only when asked

Critical information that defines the problem and elucidates the context of the question is not easily volunteered, but must be expertly elicited by the pharmacist using questioning strategies

Background

Providing responses and offering recommendations without knowledge of pertinent patient information, the context of the request, or how the information will be applied is irresponsible and potentially dangerous.

This is not only compromises the pharmacist’s credibility but also can jeopardize patient care.