Communication may be considered a soft skill, but in pharmacy practice, it can have very real clinical consequences. In this episode of Be Risk Ready, Amy Minion, Lead Pharmacist, Education and Professional Development at PDL, and host of the podcast, is joined by Jess Hadley, PDL Professional Officer and registered pharmacist.

Together, they explore how communication influences patient safety, professional relationships and regulatory risk. From open-ended questioning and tailored counselling to recognising language barriers and protecting patient privacy, Jess shares practical strategies pharmacists can apply every day to improve outcomes and reduce risk.

Through real-world examples and pharmacy scenarios, you’ll hear how communication breakdowns can escalate complaints, why empathy and active listening matter when things go wrong, and how small changes in practice can make a significant difference for both patients and pharmacists.

Be Risk Ready - A PDL Podcast is produced for PDL by:

SoundCartel
+61 3 9882 8333

See omnystudio.com/listener for privacy information.

What happens if you receive a regulatory notification? Firstly, don't panic; it's a fairly common pharmacy practice. So what is the process, how can you manage risk, reputation and any mental health impacts?

For insights, Amy Minion, Lead Pharmacist, Education and Professional Development at PDL, and host of Be Risk Ready, is joined by Monica Lambley, Acting Executive Director of Health Regulation at AHPRA and Naomi Lim, Professional Officer at PDL and Chair of the Victorian Local Advisory Committee.

Everyone makes mistakes, so in this episode you'll gain insight into AHPRA's perspective, understand how PDL can provide support, and learn how to manage issues when they arise.

Be Risk Ready - A PDL Podcast is produced for PDL by:

SoundCartel
+61 3 9882 8333

See omnystudio.com/listener for privacy information.

Saying sorry can indeed be the hardest thing. However, in healthcare, "sorry" can bring its own set of challenges. Pharmacists understand the important role that apologies can have. But what legally constitutes an apology, and how would you effectively extend one?

To find out, Amy Minion, Professional Development pharmacist at PDL, and host of Be Risk Ready, is in conversation with Chandrika Darroch, a health and insurance lawyer at Meridian Lawyers and Georgina Woods, a registered pharmacist for nearly 30 years with a background working in community pharmacy and with several regulatory bodies.

Through their own experiences and valuable insights, you'll understand how to provide a professional and authentic response to regulators if a complaint is made, and how to say sorry to get the best outcome.

Be Risk Ready - A PDL Podcast is produced for PDL by:

SoundCartel
+61 3 9882 8333

See omnystudio.com/listener for privacy information.