Key Takeaways
- Pharmacy technicians CANNOT provide drug counseling or answer therapeutic questions - only pharmacists can.
- Technicians CAN provide factual information such as price, quantity, and dosage form availability.
- Technicians must refer patients to the pharmacist for questions about drug interactions, side effects, or how to take medications.
- The 'offer to counsel' requirement varies by state but typically applies to new prescriptions.
- Effective communication includes using plain language, confirming understanding, and documenting patient interactions.
Patient Counseling and Communication
Quick Answer: Pharmacy technicians CANNOT counsel patients on medications - only pharmacists can provide drug information, side effect discussions, and therapeutic advice. Technicians may share factual/non-clinical information and MUST refer all clinical questions to the pharmacist.
Legal Boundaries for Pharmacy Technicians
Understanding what technicians can and cannot say is critical for patient safety and legal compliance.
What Pharmacy Technicians CANNOT Do
| Prohibited Activity | Reason |
|---|---|
| Counsel on drug therapy | Requires pharmacist professional judgment |
| Explain side effects | Clinical information requiring pharmacist |
| Discuss drug interactions | Therapeutic assessment by pharmacist only |
| Recommend OTC products | Therapeutic recommendation |
| Answer "Is this safe for me?" | Requires patient assessment |
| Interpret prescription directions | Beyond "take as directed on label" |
| Advise on missed doses | Clinical decision |
| Discuss pregnancy/breastfeeding safety | Requires clinical assessment |
What Pharmacy Technicians CAN Do
| Permitted Activity | Example |
|---|---|
| Provide prescription status | "Your prescription is ready for pickup" |
| State price information | "The copay is $15" |
| Read label information | "The label says take one tablet daily" |
| Provide factual drug info | "This is a 10mg tablet" |
| Explain dosage forms available | "This medication comes in tablets and liquid" |
| Describe storage requirements | "Keep this medication refrigerated" |
| Provide manufacturer information | "This is made by Pfizer" |
| Explain refill status | "You have 2 refills remaining" |
| Schedule appointments | "The pharmacist is available at 3pm for consultation" |
The Offer to Counsel
Federal law (OBRA '90) requires pharmacists to offer counseling for Medicaid patients on new prescriptions. Most states have expanded this requirement to all patients.
What Must Be Offered
| New Prescriptions | Refill Prescriptions |
|---|---|
| Mandatory offer to counsel in most states | Counseling offer varies by state |
| Pharmacist must be available | Pharmacist should be available for questions |
| Cannot be waived by technician | Patient may decline counseling |
Proper Referral Phrases
When patients ask clinical questions, use these phrases:
- "Let me have the pharmacist answer that for you."
- "The pharmacist can explain that in detail - let me get them for you."
- "That's a great question for our pharmacist. One moment please."
- "I'm not qualified to answer that, but our pharmacist can help you."
Important: Never attempt to answer clinical questions even if you think you know the answer. It is both illegal and potentially dangerous.
Effective Communication Strategies
For All Patient Interactions
| Strategy | Application |
|---|---|
| Use plain language | Avoid medical jargon; say "blood thinner" not "anticoagulant" |
| Confirm understanding | "Do you have any questions for the pharmacist?" |
| Active listening | Make eye contact; don't interrupt |
| Cultural sensitivity | Respect language preferences; use interpreters if needed |
| Privacy awareness | Lower voice; don't discuss PHI in public areas |
Documentation Requirements
- Document significant patient interactions
- Note refusals of counseling
- Record patient complaints or concerns
- Alert pharmacist to potential adherence issues
Special Communication Situations
Patients with Limited English Proficiency
- Use qualified interpreters (not family members for clinical info)
- Provide translated materials when available
- Use pictograms and visual aids
Patients with Hearing Impairment
- Face the patient when speaking
- Write key information if needed
- Ensure adequate lighting for lip reading
Patients with Vision Impairment
- Offer large print labels if available
- Read label information aloud
- Describe container and medication appearance
Exam Tip: The PTCE frequently tests the boundary between what technicians CAN and CANNOT tell patients. When in doubt, refer to the pharmacist.
A patient asks the pharmacy technician, "What are the side effects of this medication?" The technician should:
Which of the following statements is a pharmacy technician legally permitted to make to a patient?
Under OBRA '90, the offer to counsel is required for which patients?