Transcript Foundation Knowledge and Skills

Chapter 8: Communication and
Professionalism
Learning Outcomes
 Describe purpose of communications in pharmacies
 List elements of verbal/nonverbal communications
 Compare/contrast effective/ineffective communication
 Describe techniques for working with special patients
 Identify health care professionals you will contact
 Describe effective types of behaviors
Key Terms
 Body language
 Closed-ended questions
 Communication
 Empathy
 Health literacy
 Message
Key Terms
 Nonverbal communication
 Open-ended questions
 Patient-centered care
 Receiver
 Response
 Sender
Role of Pharmacy Technician
 Helps pharmacist
 prescription preparation & distribution
 maintaining medication inventories
 managing & administering pharmacy operations
 Interactions with
 pharmacists
 pharmacy technicians
 other health care professionals
 patients/caregivers
Effective Communication Skills
 Strong communication skills needed
 avoid misunderstandings/interpersonal conflicts
 Miscommunications may lead to problems with
 inventory control
 financial & legal liability
 licensure maintenance
 breakdowns in organizational relationships
 potential loss of employment
Communication
 Goal
 recipient hears message deliverer intended
 Strategies
 Listening
 Patient’s Perspective
 do not view as objects but as individuals
 need to feel care/understanding
 may be facing debilitating circumstances
Patient-Centered Care
 Show active interest in patient’s concerns
 attentive to emotional signals
 listen well
 exhibit sensitivity
 anticipate needs
 meet expectations
Pharmacist’s Perspective
 “Pharmaceutical care”
 Pharmacist responsible for
 ensuring patient will not be harmed
 verifying patient understands how to use medication
 Develops relationships
 with patient
 other health care professionals
Technician’s Perspective
 Technician’s response to circumstances
 under his or her control
 Goals of communications clear
 shape responses & outcomes
 Priority is patient’s well-being
is that “once it has been said, it can’t
be taken back.”
Communication Basics
 Processes
 transmitting
 receiving
 processing (or interpreting)
 Areas
 verbal
 nonverbal
 written interpersonal communication
Verbal Communication
 Most common form of interpersonal communication
 Spoken message from sender to recipient
 4 main aspects of verbal communication
1. sender
2. message
3. receiver
4. response
Nonverbal Communication
 May include
 appearance
 behavior
 body language
 physical distance
 physical contact
 Conveys attitudes & emotions
Written Communication
 Common written communications in pharmacies
 notes/memos
 e-mails
 shift reports
 faxes
 reports or documentation forms
 entries on want books (inventory control)
 Inaccuracies, errors, inappropriate content,
unprofessional attitudes or remarks not okay
The Patient Encounter
 Community & ambulatory care pharmacy settings
 new prescription or refill is requested,
 patient profile information is gathered
 medication is being picked up
 technician answers telephone
 Responds to questions
 pricing
 insurance
 product location
Hospital Encounters
 Communications
 more often health care professionals rather than
patients
 Effective communication skills essential
 Scope of technician responsibilities
 new opportunities for direct patient communication
Purpose of Encounter
 Purpose needs to be understood by each individual
 Goal
 Solve problem


urgency of issue must be assessed
proper questions asked
Method of Encounter
 Face-to-Face Encounters
 Telephone Encounters
 Internet
 Other Electronic Communication Methods
Gathering & Delivering Info
 Approach
 Asking the Question
 Closed-ended questions
 Open-ended questions
 Listening
 Responding
 Empathy
 Verification of Understanding
 Honesty and Ethics
 Confidentiality
Med Information & Counseling
 Scope of practice
 Questions that should be directed to pharmacist
 dosages, effects, administration of medication
 “What questions do you have for the pharmacist about
your medication
 over-the-counter (OTC)
 complementary & alternative medication (CAM)
 Guided by state laws, pharmacy practice acts,
organizational policies/procedures
Special Patient Populations
 Angry or Hostile Patients
 Patients with Terminal Health Conditions
 Patients with Mental Illness
 Older Adult Patients
 Patients with Low Health Literacy
Cultural Sensitivity
 Culturally competent
 adapt the care
 consistent with patient’s cultural, traditional, societal
needs & beliefs
 Avoid
 mistaken belief
 labeling
 stereotyping
Strategies
 Open-ended questions
 Professional interpreters
 look at patient while speaking, not at interpreter
 Differences within certain ethnic populations
 Direct eye contact may be
 valued in some cultures
 sign of disrespect in others
Cultures
 Some cultures may show minimal emotion
 Less responsive to touch by health care professional
 Acceptable personal space
 Ask about preferences
 Do NOT make general assumptions about patient
behaviors & beliefs based on a cultural or ethnic
identification
Communicating with Team
 Teamwork
 collaboration
 cooperation
 accomplish a common goal
 Working relationship between team members
 essential elements

trust, understanding, respect, friendship