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Talking to Customers about CRC Screening

Updated

Why This Matters

Colorectal cancer (CRC) screening saves lives. Many patients aged 45 and older are eligible for screening but may not be up to date or aware of their options. Pharmacy staff are in a unique position to identify and engage these patients during routine interactions.

A short, proactive conversation can significantly increase screening participation.

When to Engage a Patient

Initiate a CRC screening discussion when:

  • The patient is 45 years or older

  • You are already discussing medications, refills, or preventive care

These conversations should be brief, supportive, and non-judgmental.

Preparation Before the Conversation

Before speaking with the patient:

  1. Be ready to:

    • Confirm whether they are up to date on screenings

    • Offer next steps if they are due or unsure

  2. Know where the QR code poster is located.

  3. Ensure the CRC screener link is saved on:

    • Your desktop, tablet, or workstation device

    • (Bookmark it for quick access)

How to Start the Conversation

Use simple, conversational language. Examples:

  • “I see you’re 45 or older—have you had a chance to complete your colorectal cancer screening yet?”

  • “We’re helping patients check if they’re up to date on colon cancer screening. It only takes a few minutes.”

Keep the tone:

  • Friendly

  • Matter-of-fact

  • Supportive

During the Discussion: What to Do

  1. Direct the patient to the QR code poster first

    • Say something like:

      “You can scan this QR code with your phone and complete the screening on your own device—it’s quick and easy.”

  2. If the patient cannot use the QR code

    • Examples:

      • No smartphone

      • Difficulty with technology

      • Vision or accessibility challenges

    Then:

    • Open the CRC screener link on your desktop or tablet

    • Walk the patient through the screener step by step

    • Allow the patient to answer the questions themselves (you assist, not answer for them)

Key Expectations for Staff

✔ Encourage self-completion via QR code whenever possible

✔ Be prepared to assist directly using the saved screener link

✔ Keep the interaction brief and respectful

✔ Avoid medical advice beyond your role—focus on screening awareness and access

Tips for Success

  • Normalize the conversation: CRC screening is routine preventive care.

  • Avoid using alarming language.

  • Reassure patients that the screener is:

    • Quick

    • Private

    • Designed to guide next steps, not replace a provider

Summary

Pharmacy staff play a vital role in increasing CRC screening by:

  • Proactively engaging patients aged 45+

  • Reviewing screening status in real time

  • Guiding patients to complete the CRC screener via QR code or assisted device access

These small, consistent actions can make a meaningful impact on patient health outcomes.

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