Client Interaction in Health and Pharmaceutical Settings Training

Learning Outcomes

• Apply effective communication techniques to interact with clients in a health and pharmaceutical environment.
• Demonstrate adherence to ethical and legal requirements when handling client information and queries.
• Analyze client needs and provide appropriate responses within scope of practice.
• Evaluate and manage client complaints or conflicts using prescribed procedures.
• Implement strategies to maintain client confidentiality and data protection.
• Demonstrate professionalism and cultural sensitivity in all client interactions.

Target Audience

This course is designed for healthcare support staff, pharmacy assistants, front-desk personnel, and any professionals who engage with clients in hospitals, clinics, or pharmaceutical environments.

Prerequisites

None — open enrollment

Course Outline

Practicals

Overview

Practical sessions form the core of this course, enabling learners to practise and refine client interaction skills in realistic health and pharmaceutical scenarios. Through supervised role-plays, simulations, and feedback, learners build confidence and competence in communication, conflict resolution, and ethical decision-making.

Practical Activities

• Role-Play: Medication Counselling and Adherence — Learners take turns as pharmacist and client to practise explaining a new prescription, checking understanding, and addressing concerns about side effects and adherence. (4h)
• Simulation: Difficult Client Scenarios — In small groups, learners handle simulated scenarios involving an angry or anxious client, applying de-escalation techniques and conflict resolution models. (4h)
• Integrated Case Study: Interprofessional Communication — Teams of learners manage a complex case requiring coordination with a doctor, nurse, and social worker, using SBAR for handover and documenting decisions. (4h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.