I really like that he explained why he was asking Mom these questions, and then asked for permission-even if he had to backpedal a bit to do so: “Sorry-I’m just asking you these questions to make sure she gets the right medicine that’ll work for her. Is that all right?” Many patients and customers get defensive or unsure if it’s even a pharmacist’s place to initiate this line of questioning. It feels invasive and unnecessary to them after however many hours they’ve already endured with the illness and doctor’s office. “Give me what the doctor prescribed so I can go home”, which I totally understand. Proactively offering the reason helps ease their anxiety and increases patience/cooperation. *best to lead with the Why ;) I also like that he explained the “why” to his recommendations. Mom is more likely to follow-through and remember if she knows WHY she has to agitate, refrigerate, etc: -Refrigerate so it doesn’t go bad -Shake it up because it settles/separates which will mess up the dose -twice a day further clarified to “morning and night” It was disorganized and awkward, but I agree with your bottom line-Growing!! I’m glad students have this type of opportunity to practice!