Pharmacy teams should remember that good communication is a foundation to effective patient care - this is even truer for patients with dementia and their carers.

When communicating with dementia patients considering how far the condition has progressed will ensure suitable strategies are employed. Each patient will be different and may have additional issues that affect their communication including problems with hearing, vision or English not being their first language.

It is important to consider the following points when communicating with dementia patients:

• Allow the person to take their time.
• Try to understand how they might be feeling.
• Put the person at ease – be friendly and smile.
• Consider their feelings and respond to the emotions they are expressing.
• If they are experiencing difficulty or appear distressed, ask direct questions such as whether there is someone they would like you to call, rather than ‘What would you like me to do?’

It is important that you provide reassurance and understanding if someone is confused and disoriented in the pharmacy. Perhaps get them to sit down and relax if they are agitated or if the pharmacy is busy and noisy take them to a quieter area such as the consultation room. This will cut down on distractions and give them space to formalise their thoughts and what they want to say. Dementia patients often find it difficult to understand and retain information so by moving to a quieter location it will give them the opportunity to process any information.

Always show respect by involving the patient and/or carer in any discussion, don’t just talk to a carer as if the patient isn’t there and never talk down to the patient as if they were a child.

Remember the following: