Role Preparation for Health Advisors – Handling Medicines Calls
Introduction to Medicines Calls for Health Advisors
For each of the medicines questions below decide which tag, P4Q, M1, M2, or M3 you would assign before adding the call to the National Health Information Queue.
Question / Tag / Reason1 / I missed a dose of my usual blood pressure tablet yesterday. Should I take two now? / M1 / Taking two tablets might not be appropriate, so patient needs advice today.
2 / I take the contraceptive pill and have been given antibiotics for a chest infection. Will my pill still work? / M2 / Patient may be at risk of pregnancy. They may need advice about other contraceptive measures.
3 / I missed my contraceptive pill for two days. Do I need the ‘morning after’ pill? / M2 / Patient may need Emergency Hormonal Contraception. This is effective if taken within 72 hours, but taking the dose as soon as possible makes it most likely to work.
4 / Which travel vaccinations do I need for Saudi Arabia? / M3 / Check whether the caller has a date set for travel.
5 / I’ve taken two doses of my antidepressant instead of one? Will I be OK? I’m really worried I’ve taken an overdose. / M1 / There may be a risk if the patient has taken too much of their medicine.
6 / Is there a late-night pharmacy in my area? / P4Q / A quick call as needs information on access to medicines
Question / Tag / Reason
7 / I’ve just picked up a prescription for my elderly mother. Her usual medicine is Hydralazine. This packet says Hydroxyzine. Is it the same thing? / M2 / This could be a dispensing error. The medicine names sound similar but are very different. Is it only the label that is wrong or the tablets too? Has the patient taken any?
8 / What are the side effects of anti-malarial tablets? I’m going on holiday in two months time. / M3 / There is plenty of time to provide advice. Malarial prophylaxis should be started up to two and a half weeks (depending on the treatment) before travel.
9 / Can I give my daughter Nurofen® and Tixylix®? / M2 / When do they want to give the second medicine? Have they given it already?
10 / Where can I get my repeat prescription? / P4Q / A quick call as needs information on access to medicines
11 / The doctor has given me co-amoxiclav tablets for a throat infection. I can’t swallow very well. Is it ok to crush the tablets? / M2 / The patient needs advice today or it might delay the start of effective treatment.
12 / My wife and I are due to have our flu jabs next week. Will it be safe with the other medicines we take? / M3 / Appointment is for next week so not urgent.
13 / I gave my baby Calpol® after his first vaccinations at two months old. He is now 9 months old. If he needs Calpol® again should I buy a new bottle? / M3 / Unless needing Calpol® today then not urgent.
14 / My baby is due to have the MMR vaccination. What are the risks? / M3 / Not urgent, unless due to have vaccination very soon.
15 / I’m thinking of trying to get pregnant. I read that folic acid is important. Can you give me some information? / M3 / Not urgent as not actively trying for a baby at the moment.
Question / Tag / Reason
16 / I’m breastfeeding my baby. Is it OK to take something for my hayfever? / M2 / Some medicines taken by a breastfeeding mother can pass into breast milk. This could be harmful to the baby.
17 / What is the best time of day to take my cholesterol medicine? / M3 / Not urgent unless the patient is particularly concerned about the next dose.
18 / I read in the paper that statins cause muscle damage. I don’t want that to happen to me so should I stop my tablets? I’m very scared now / M1 / The patient needs to understand the possible risks and benefits of her treatment in order to decide.
19 / I am thinking of buying some herbal tablets for my arthritis. Will it be ok with the tablets the doctor gave me? / M3 / Not urgent unless the caller has bought the herbal tablets and wants to start taking them now.
20 / I need ‘the morning after pill’. Where can I get it? / P4Q / A quick call as needs information on access to medicines
21 / I want to buy some muscle building tablets from the Internet. Will they work? / M3 / The caller wants information about a medicine, but has not bought them yet.
22 / Is it safe to use head lice treatment for all the family? / M3 / Not urgent unless caller wants to use the treatment today, or especially if one of the family is at high risk, eg pregnant.
23 / I take a herbal remedy, Valerian, to help me sleep. Can I still have a glass or two of wine? / M2 / Need to find out if there is a risk to the patient if they drink alcohol with this treatment.
24 / One of my children has worms. Do we all need to take tablets? / M2 / In general the whole family should be treated but certain in patient groups eg pregnancy, breastfeeding, treatment may not be appropriate.
25 / My husband uses oxygen and his cylinder is running low. How do I get another one? I’m starting to panic. / M1 / Patient needs advice quickly.
Question / Tag / Reason
26 / My parents are planning a weekend away. My mother is in a wheelchair and takes oxygen. Can we get a smaller cylinder for use during her trip? / M3 / Not urgent unless the trip is very soon.
27 / The label on my medicine usually says Thyroxine. This time it says Levothyroxine. I think someone has made a mistake. If they have I will be making a complaint. I’m very angry. / M1 / These words are different names for the same thing. The patient needs advice so that they are reassured and continue to take their medicine regularly.
28 / The nurse is due to give my husband an injection for his prostate cancer next week. Will there be any side effects? / M3 / Not urgent as injection not planned for today. However, may need to reconsider if caller seems particularly distressed.
Role Preparation for Health Advisors
September 2007 V2.0