Professional Documents
Culture Documents
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
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
Patients 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 patients concerns
attentive to emotional signals
listen well
exhibit sensitivity
anticipate needs
meet expectations
Pharmacists 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
Technicians Perspective
Technicians response to circumstances
under his or her control
Goals of communications clear
shape responses & outcomes
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.
2.
3.
4.
sender
message
receiver
response
Nonverbal
May include
Communication
appearance
behavior
body language
physical distance
physical contact
Written Communication
Common written communications in
pharmacies
notes/memos
e-mails
shift reports
faxes
reports or documentation forms
entries on want books (inventory control)
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
communication
Purpose of Encounter
Purpose needs to be understood by each
individual
Goal
Solve problem
Method of Encounter
Face-to-Face Encounters
Telephone Encounters
Internet
Other Electronic Communication Methods
Listening
Responding
Empathy
Verification of Understanding
Honesty and Ethics
Confidentiality
pharmacist
dosages, effects, administration of medication
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 patients cultural, traditional,
societal needs & beliefs
Avoid
mistaken belief
labeling
stereotyping
Strategies
Open-ended questions
Professional interpreters
look at patient while speaking, not at
interpreter
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