As of 16 August, SafeScript has introduced updated features designed to enhance the user experience. The update that relates to pharmacists is the improved visibility of high-risk messages which now appear more prominently at the top of the patient profile.
The new colour scheme, wording and layout aim to provide clearer visibility, offering additional information to assist with clinical decision-making. While these changes enhance the availability of crucial information, it is important to remember that SafeScript does not direct practitioners on specific actions. Clinical judgement remains with the practitioner to determine appropriateness and safety when supplying these high-risk medicines.
With the availability of additional information comes the responsibility to manage these situations effectively. In instances where a pharmacist may need to defer or decline a supply of a medicine monitored on SafeScript, a structured approach is crucial to address these situations professionally, as it may impact the patient’s experience and reaction. Consideration should be applied in terms of how one raises, discusses and discloses the information with patients.
1. Justify the decision
Clearly articulate the reason for deferring or declining supply. Explore possible alternatives or solutions, for example collaborating with other members of the healthcare team to ensure a unified approach. This may include contacting the prescriber to authorise an early supply, clarify ambiguous instructions, request a new prescription if the existing script does not meet legislative requirements, or inform the current or other prescribers or pharmacies involved in the supply of the same or similar medicines.
2. Appropriate communication
Choose a private and suitable setting for discussing sensitive issues. Use empathy to show understanding and concern for a patient’s needs. Avoid language that might be perceived as accusatory or judgmental. For example, do not imply or accuse the patient of being a drug seeker. Communicate in simple terms and avoid medical jargon to reduce confusion and frustration.
3. Educate and support
If applicable, educate the patient about your obligations to uphold legislative, professional, ethical and clinical considerations. This may include providing them with resources from relevant state health department websites or legislation to support your explanation.
4. Acknowledge and listen
Recognise and validate the patient’s feelings. Allow them to express their concerns and listen attentively to their feedback. If the patient becomes upset or aggressive, maintain a calm and professional demeanour to help de-escalate the situation.
5. Document
Accurate documentation of the conversation is essential. Record the reason for the deferral or declinature, alternatives offered and any follow-up actions. Proper documentation ensures accountability and provides references for future issues.
6. Follow up
Offer to follow up with the patient to ensure they can find a resolution or to address any additional concerns they might have. Discuss the issue with your manager or proprietor if additional support is needed.
The integration of real-time prescription monitoring platforms into healthcare practices represents a significant advancement in medication management. However, with greater access to patient data comes the responsibility of handling sensitive situations with care. Balancing the benefits of advanced technology with compassionate communication will help ensure that patient care remains at the forefront of all decisions.
Victorian pharmacists are reminded of the mandatory requirements to take all reasonable steps to check SafeScript before supplying a monitored medicine for a patient under their care, unless that patient is in an aged care facility, hospital, prison/gaol or palliative care setting.
Patients who require further treatment, information or advice for alcohol and drug-related issues may be provided with contact details for Direct Line (1800 888 236) or their local intake provider.
More information on the recent changes can be found on the SafeScript Victoria website.
Previous Practice Alerts on SafeScript VIC
- Changes to SafeScript Victoria
- Checking SafeScript when supplying pregabalin, gabapentin and tramadol
For immediate advice and incident support, call PDL on 1300 854 838 to speak with one of our Professional Officers. We are here to support our pharmacist members 24/7, Australia-wide.
