efficient patient interview EMTENAN ALHARBI,Mcs

To conduct a more efficient patient interview

Efficient Patient Interview Avoid making recommendations during the information- gathering phases of the interview Do not jump to conclusions or rapid solutions without hearing all of the facts. Do not shift from one subject to another until each subject has been followed through. Guide the interview using a combination of open ended and closed ended questions. keep your goals clearly in mind, but do not let them dominate how you go about the interview.

Efficient Patient Interview Determine the patient’s ability to learn specific information in order to guide you in your presentation of the material. Maintain objectivity by not allowing the patient’s attitudes, beliefs, or prejudices to influence your thinking. Be aware of the patient’s nonverbal messages. Depending on your relationship with patient, move on from less personal to more personal topics. This may remove some of the patient’s initial defensiveness. Note taking should be as brief as possible.

Communication Skills With Health Care Professionals

Interacting with Physicians Often have trouble communicating Both are busy professionals Some RPh intimidated by MD Build Rapport

Interacting with Physicians Before calling the physician Have the necessary facts ready Have a literature citation ready Be succinct and to the point in your communication Identify yourself, the patient involved, the problem and your recommendation Be prepared to use the SOAP approach have an alternative recommendation

Interacting with Physicians Stay within the pharmacist’s expertise : Choose the right time and place for conversation Follow the chain of command Don’t interrupt physician-patient, physician-teaching unless needed

Pharmacist-Nurse Communication Often have trouble communicating : Most communications occur because of errors in dispensing, distribution or administration. Telephone is the primary communicating media Show mutual respect Communicate clearly, timely

Pharmacist-Pharmacist Communication Clear communication of patient information during shift switch. Direct communication between consulting pharmacist and the pharmacist on the patient care team. Community and institutionalized pharmacists rarely communicate Unified health care delivery system

Types of Response Aggressiveness Passiveness Assertiveness

Assertiveness Is a style of response that focuses on resolving conflicts in relationships in an atmosphere of mutual respect. To be assertive, each person must be able to directly and honestly convey their opinions. This type of communication allows people to stand up for their rights without infringing on the rights of others.

Assertiveness Assertion involves respect, but not deference Takes practice and commitment from you to know your rights The hallmark of practicing being assertive is making “I” statements

Your Assertiveness Rights The right to judge your own behavior  The right to offer no reasons or excuses to justify your behavior. The right to judge whether you are responsible for finding solutions to other people’s problems. The right to change your mind The right to make mistakes—and be responsible for them. The right to say, “I don’t know.” The right to be independent of the goodwill of others before coping with them. The right to be illogical in making decisions. The right to say, “I don’t understand.” The right to say no without feeling guilty.

Antagonistic patients Refuse pharmacist-patient interaction of any sort. Be as professional as possible Be direct and assertive Limit the time of the interaction Help the patient to regain trust in the health system by being available when the patient come back asking for information Show respect

Non or Over communicative Patients Non-communicative Patients: Don’t volunteer information or interest Yes/No answer type Ask open ended questions Overly communicative patients: Control over conversation Redirect when they wander off