Study Set Content:
Ø A constructive (blank) relationship is essential, the sound healthcare practice and the optimal well-being of the patient.
pharmacist-patient
Ø This relationship involves using both (blank). To provide quality patient care, pharmacist must have the desire and ability to communicate effectively with patients, other healthcare professionals and the public.
verbal and nonverbal communication
Ø Sharing of (blank) helps in achieving and understanding between the participants.
information, ideas, thoughts and feelings
Ø It involves the (blank) and also what is conveyed through inflection, vocal quality, facial expression, body and other behavioral responses.
spoken word
Ø The interaction between a pharmacist and a patient usually can be categorized as either an (blank) communication session.
information gathering or information giving
Increasing the use of technical personnel to relieve pharmacist from dispensing functions and allowing the pharmacist to spend time with patients
Lack of time and economic considerations
Appropriate choice of continuing professional education opportunities to improve knowledge and skills in areas of identified weakness
Poor communication skills or lack of expertise about recent drug advances
Advertising the service provided in personally offering the consultation to each patient with a brief description of the importance of this process in improving patient medication therapy outcomes
Patients’ failure to appreciate the value of consultation with the Pharmacist
Develop a relationship with the patient that allows both parties to view the other in an appropriate way
Incorrect perception of the patient often due to stereotypes
· PHARMACIST BARRIERS TO EFFECTIVE COMMUNICATION
Lack of time and economic considerations
Poor communication skills or lack of expertise about recent drug advances
Patients’ failure to appreciate the value of consultation with the Pharmacist
Incorrect perception of the patient often due to stereotypes
of time and economic considerati
To make sure that all conversations take place face to face at or below the patient’s eye level
Physical Barriers
Converse with patients and discuss patient-specific information with other health care professionals in private counseling or consultation rooms. If physically separate space is not available, converse in a space that is as private as possible.
Lack of Privacy
Telephone calls should be dealt with as unhurriedly as possible.
The Telephone
· BARRIERS TO VERBAL COMMUNICATION
Physical Barriers
Lack of Privacy
The Telephone
· Be as professional and direct as possible.
ANTAGONISTIC PATIENTS
· Assess the needs of each patient and be flexible enough to communicate on an appropriate level.
CHRONICALLY ILL PATIENTS
These patients may be frightened or simply fed up with the entire health care system; therefore, clarification of the purpose of and reasons for the interaction and the ways in which the information obtained from the interaction are used may be helpful.
ANTAGONISTIC PATIENTS
·Discussing sophisticated therapeutic regimens may be a pleasure with pleasant and well-informed patients but extremely difficult with bitter.
CHRONICALLY ILL PATIENTS
· Most patients have great respect for pharmacists and cooperate if the need for the interaction is clearly defined and they perceive that they are treated with respect.
ANTAGONISTIC PATIENTS
Chronically ill patients must learn to live with their disease; this may take years and may never be fully accomplished.
CHRONICALLY ILL PATIENTS
