Vaccination Conversations: Mastering Patient Q&A at the Pharmacy

Answering the all-hands call when the COVID-19 vaccine hit the market in late 2020, many technicians helped pharmacists administer COVID-19 vaccines into the arms of patients. However, as much as this vaccination task satisfied the desire to help, it left unanswered questions. Specifically, what are pharmacy technicians’ limitations when answering patient questions during the vaccination encounter?

Pharmacy technicians, previously limited to dispensing duties, are now empowered to administer vaccines under the supervision of a licensed pharmacist. With these new responsibilities comes the need for a clear understanding of the boundaries within which pharmacy technicians must operate, particularly regarding patient interaction and communication.

Patients will inevitably ask technicians questions. When you are unsure whether answering a question could be considered counseling or not, do not answer the question.

Pharmacy technicians may often know the answer after listening to the pharmacist reply to the same question from other patients but should not answer it themselves.

Technicians must be aware of limitations and restrictions when assisting with vaccine administration . Administering vaccines is a skill; it is not permission to counsel the patient. Patient counseling requires a pharmacist’s clinical judgment and subject matter knowledge.

FREQUENTLY ASKED PATIENT QUESTIONS AT VACCINATION TIME

Q: “When is my next dose due?”

Technicians can answer this patient question. Fill out an appointment reminder that is checked by the pharmacist before meeting with the patient to administer the vaccine . This ensures an accurate transfer of information to the patient when answering their question.

Q: “Will I be sick after this vaccine? What bad effects can I expect?”

Technicians cannot answer this patient question. This falls into the category of things technicians probably know but still should not answer. Instead, show the patient the vaccine information sheet that points to possible reactions.

Q: “Last time I was vaccinated, my arm was sore. Could that happen again? Is it OK for me to ice the injection site and take acetaminophen?”

Technicians can answer this patient question—partially. Inform the patient that their arm may be sore but that relaxing it during the injection and moving it throughout the day can help. Ice, ibuprofen, and acetaminophen can also help, but suggest counseling from the pharmacist to confirm which option is best for that patient.

Q: “I would like to get both vaccines in the same arm today. Is that OK?”

Technicians can answer this patient question after verifying the vaccine types and administration with the pharmacist prior to the patient encounter. The practice of spacing injections in the same arm an inch apart helps reduce the risk of localized pain and ensures the vaccines are distributed evenly within the muscle tissue. However, some injections indicated for maintenance therapy recommend alternating injection sites each month.

Q: “I’m sorry, but now that you’re ready to vaccinate me, I’m not sure I want to be vaccinated anymore. Can I leave?”

Technicians can answer this question by asking the patient what their concerns are and having them speak with the pharmacist. If patients express fear about the pain of the injection, let them know that you are trained to provide vaccinations and that many patients report feeling no or little pain. If they are concerned about adverse effects, educate them about the benefits and importance of vaccination, offer a conversation with the pharmacist, and inform them that they can always return later for the vaccine. Patients may express hesitation when it is time for their vaccination. It is essential to address their concerns empathetically and respectfully.

Q: “I want a pharmacist to give me the vaccination. Could you get the pharmacist to do it instead of you?”

Technicians can answer this question. Kindly explain that you are trained and certified to administer vaccinations and have experience doing this. There will likely be a longer wait for a pharmacist, but if that is the patient’s preference, it can be arranged.

Q: “Can I give myself the vaccine? I give myself diabetic shots all the time.”

Technicians can answer this question. Inform the patient that it is pharmacy policy that a licensed pharmacist or certified and trained pharmacy technician administer vaccines. Offer to walk them through the process to help them feel more comfortable with a technician administering the vaccine.

Q: “I’m allergic to eggs. Does this vaccine contain eggs?”

Technicians can partially answer this question. The patient’s allergy to eggs will likely be documented in their profile, which is reviewed by the pharmacist prior to the patient encounter. Ask when they last received the vaccine and inquire about their reaction to eggs or egg-based products. Share this information with the pharmacist, because best practices are to always have allergy-related questions reviewed by a pharmacist.

Q: “How do I know that this vaccine will protect me against the flu?”

Technicians can answer this question. Inform the patient that experts track influenza patterns to best predict which variant to expect each influenza season. The vaccine is not 100% effective in preventing influenza, but it will provide protection against severe illness and hospitalization if the patient contracts influenza. It can be helpful to use analogies such as predicting the weather to describe how experts track and make educated guesses about virus strains for the coming season.

EASING YOUR MIND ABOUT LEGAL RESPONSIBILITIES AND ETHICAL CONCERNS

Regulations will not outline the specifics of patient questions that can or cannot be answered by the pharmacy technician. Technicians should ensure they are properly trained and certified to administer vaccines and know and follow pharmacy-specific protocols and guidelines established by the pharmacy and supervising pharmacist.

Ethical dilemmas may arise when patients refuse vaccination due to personal beliefs or misinformation. In such cases, pharmacy technicians should provide evidence-based information and respect patient autonomy while advocating for public health.

The American Association of Pharmacy Technicians (AAPT) Code of Ethics outlines the professional and ethical responsibilities of pharmacy technicians in providing patient care. The code emphasizes the importance of maintaining patient confidentiality, obtaining informed consent, and ensuring that patients receive appropriate and unbiased information about their medications and vaccinations.¹

Pharmacy technicians are expected to advocate for the health and safety of patients, which includes providing accurate information about the benefits and risks of vaccines. The AAPT Code of Ethics promotes integrity, honesty, and accountability in all aspects of pharmacy practice, ensuring that pharmacy technicians provide services that are in the best interest of the patient. It also highlights the importance of continuing education and staying informed about the latest developments in vaccines and immunization practices.¹

Technicians should always prioritize patient concerns, provide clear and accurate information, and know when to involve the pharmacist. With these guidelines, pharmacy technicians can confidently contribute to the vaccination process and help ensure a smooth and reassuring experience for patients.

REFERENCE

Pharmacy technician code of ethics. American Association of Pharmacy Technicians. Accessed October 8, 2024. https://www.pharmacytechnician.com/pharmacy-technician-code-of-ethics/