Patient counselling
One day, I was about to counsel a patient picking up a benzodiazepine and sertraline. When I asked about the diagnosis, she explained they were for panic attacks, anxiety, and depression. She was already taking bupropion, but it hadn’t been enough. I asked if she was experiencing stress or difficulties, and she suddenly began to sob. She shared that things hadn’t been good for her recently and that she felt very distraught. I apologized for upsetting her, but she said it was okay—she was just very emotional. When I asked if she had family support, she said not really.
With her permission, I moved aside to speak more quietly. I tried to reassure her calmly, telling her that this was a difficult phase but that by seeking help, she was showing strength. I encouraged her that the situation might improve and that she could become stronger through this challenge. I also let her know the pharmacy was available to support her and offered to check in with her in a week, which she agreed to. She paid for her medications and left and I did not make a big deal of the moment.
To my surprise, she came back a few days later asking for me specifically. She said my words of encouragement had helped her on what had been her lowest day. She wanted to thank me in person. That interaction reminded me that sometimes simple listening and a few encouraging words can make a meaningful difference. Because of a pharmacist, something important happened.
