For professionals
How to support a client with gambling-related issues
Shame and stigma often stop people from seeking help. Below are some tips on how you can approach people who may be impacted by gambling:
- Be open, direct, and non-judgmental when discussing gambling. This can start a conversation about how things are going and whether they would like further support.
- Language matters – avoid words that define a person by their behaviour such as ‘gambler’, ‘addict’, and ‘compulsive gambler’. Help them understand that the way gambling is designed creates the risk of harm, but this harm can be treated.
The PARTNER model provides a practical, person-centred framework that supports pharmacists to engage confidently with people who may be at risk of gambling harm.
PROMOTE non-stigmatising, supportive conversations and environments
- Supportive conversations are easier when you understand what gambling is and how it affects health
- People are likely to open up if they know they’ll be supported rather than blamed or judged
ASK open, non-judgmental questions
For example, “I’ve noticed you’ve been a little down lately” or “What’s been going on for you?
RESPECT confidentiality and privacy
- Any information a patient or family member shares must be kept confidential
- Consider use of consultation rooms or private areas
TRAIN staff in gambling harm awareness
- Arrange a team meeting to ensure all staff are educated and informed on gambling harm
- Ensure training includes cultural competence related to gambling harm
NORMALISE conversations about gambling
- Increase awareness about how common gambling is in Australia
- Work on integrating gambling harm screening into routine patient consultations like medication reviews and expanded scope of practice consultations
ENGAGE with diverse communities and provide culturally relevant support
- Recognise cultural differences in attitudes toward gambling and help-seeking
- Ensure conversations and support material displayed in the pharmacy are culturally appropriate and inclusive
REFER to appropriate support services and resources, and follow up
- Let patients know that you may not be the best person to help but that you have reliable referral partners
- Referral may include escalation. If a conversation involves risk, crisis or clinical concerns, escalation should always come first
- Pharmacists can regularly check in on a patient’s progress, ensuring consistent follow up and continuity of care
Important considerations
- Multidisciplinary care – supporting people experiencing gambling harm is more effective when pharmacists work with the person and their wider care team. This may include the person’s GP or specialists in mental health, addiction, finances and gambling.
- Documentation – record any relevant conversations about gambling harm in a person’s dispensing history to prompt a follow up at future visits. Information that is shared with the person’s wider care team should also be documented, as well as any escalation actions.
