B6 - Implementing advanced patient services with tangible outcomes

Conference Hall A - Section B & C

Organised by FIP’s Community Pharmacy Section


Manjiri Gharat (Indian Pharmaceutical Association, India) and Charlie Benrimoj (Pharmacy Practice, Australia)


In the changing and competitive pharmacy landscape there is need for a transition from dispenser (product-centered care) towards consultant-healthcare professional (patient-centered care). “Patient Services”* support pharmacists in this transition, making sure they capture their role as healthcare professional and become an indispensable member of the multidisciplinary primary healthcare team. We should recognise and harvest the enormous potential of pharmacists.

The aim of this session is to inspire pharmacists to embrace patient services as part of their daily practice and to collaborate with other healthcare professionals and engage with patients in order to prove and capture their added value in the changing healthcare landscape. This session will present (via real-life examples, inclusive impact and outcomes [data, metrics etc]) the whole range of patient services, and share the key principles for executing patient services properly in the daily life setting of the pharmacy. It will also look at how to incorporate e-health tools into patient services and make use of the opportunities they offer to empower patient in their medical treatment. The participants will realise that outcome-measures are a game-changer to make business prosper and remain current in the face of today’s ever competitive market.

* “Patient Services” refers to all kind of measurable pharmaceutical patient care activities and interventions to empower patients in their medical treatment


09:00 – 09:05 Introduction by the chairs

  1. 09:05 – 09:30 What are “patient services” and how to execute them in daily practice
    Paulien Schul (Change for PS, Netherlands)
  2. 09:30 – 09:55 Future opportunities of e-health (m-health/d-health) in patient empowerment
    Lars-Åke Söderlund (Apoteket, Sweden)
  3. 09:55 – 10:20 Data and metrics: How to deliver tangible outcomes in your patient services
    Nina Felton (HEALTH-fi, UK)

10:20 – 10:40 Coffee/tea break

  1. 10:40 – 11:05 Case studies of developed, implemented and executed patient services, including deliverable outcomes
    Victoria Garcia Cardenas (University of Technology Sydney, Australia)
  2. 11:05 – 11:30 Introduction and explanation of a value-based pricing model for the following workshop
    Paulien Schul (Change for PS, Netherlands)
  3. 11:30 – 11:50 Interactive workshop value-based pricing model
    Paulien Schul (Change for PS, Netherlands)

11:50 – 11:55 Conclusion by the chairs

11:55 – 12:00 Room refresh

Learning Objectives

At the end of this session, participants will be able to:

  1. Formulate usable and implementable patient services for daily healthcare practice
  2. Operate the key principles of implementation of patient services inclusive usage of e-health tools and monitoring outcomes
  3. Evaluate the impact / outcome, thus the value of patient services via data and metrics
  4. Perform patient services in a value-based pricing model and in collaborative approach (involve and engage stakeholders).

Type of session: Application-based