The relational aspects of goal planning
Conversations about goals and progress towards achieving goals were critical touchpoints for ongoing contact and the development of relationships. Goal‐centred discussions were used as an ‘icebreaker’ (P4), often leading to further discussions about other things happening in people's lives and how they were managing daily tasks. Through these conversations, relationships deepened as pharmacists and service users learnt about each other. Service users highlighted the importance of having a health practitioner who listened, cared and ‘saw them as a person, rather than a name or number’ (SU2).I've enjoyed every meeting that I've had with [the pharmacist], and I'd like to say, it certainly has brought us closer together where he has a better understanding of me and particularly my illness. (SU22)Service users also described longer‐term outcomes from these strengthened relationships, subsequently describing their pharmacist as a trusted member of their healthcare team. Pharmacists also appreciated the opportunity to learn from service users about their lived experience of SPMIs, resulting in an increased understanding of some of the unique challenges experienced by service users. Pharmacists identified positive outcomes from investing time in relationship building and reported incorporating a larger focus on strengthening relationships with service users in the future.So now, moving forward, the time that I've spent with these clients, the interactions that I had, the understanding, the insights that I've gained from these people has obviously impacted my practice and my understanding and knowledge to then help others in a similar way. (P8)Focusing on relationship building was also seen as important in supporting service users who were not ready to take action or had experienced setbacks in their goal‐directed activity. Engaging in ongoing supportive relationships allowed people time to think about their options and easily re‐engage with goal planning once they felt ready and able.Maybe that's all they need at that time, in their point in life. Maybe down the track, they might think about our conversation, and maybe they are ready. (P10)That little bit more of a personal touch and for them to know what's going on and perhaps approach you with something down the track that you might not have thought of. (SU24)Pharmacists noted that the I'm more educated. I'm more understanding. I have a far better understanding of you know, if someone comes in and they're a bit short or a bit blunt or they've lost all their things or, you know, just having a much better understanding of what might be actually going on for them. And just being more willing to support them, as well. (P16)