PERSUASION as a Way of Life: Reimagining Pharmacists as Coaches

The concept of person-centred care has never been defined clearly in literature, but the ones who practise it do get positive responses from their clients, precisely because they are treated like clients and not patients. Before the COVID-19 era, a team of enthusiastic National Healthcare Group (NHG) senior pharmacists brainstormed about how care could be less episodic and paternalistic, but instead be more longitudinal and relationship based. Today, the team – currently comprising partners across the nation hailing from various institutions – has completed a longitudinal study with support from the Pharmacy Transformation Office in NHG. Join us as we present preliminary findings on the impact of person-centred conversations and journeying with the patients – the sole changes being the multiple times and touchpoints by the same pharmacist or team of pharmacists, with clear client-driven goals.