1. Chapter 8: Communication and Professionalism

2. 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

3. Key Terms Body language Closed-ended questions Communication Empathy Health literacy Message

4. Key Terms Nonverbal communication Open-ended questions Patient-centered care Receiver Response Sender

5. 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

6. 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

7. 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

8. Patient-Centered Care Show active interest in patient’s concerns attentive to emotional signals listen well exhibit sensitivity anticipate needs meet expectations

9. 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

10. 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

11. is that “once it has been said, it can’t be taken back.”

12. Communication Basics Processes transmitting receiving processing (or interpreting) Areas verbal nonverbal written interpersonal communication

13. 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

14. Nonverbal Communication May include appearance behavior body language physical distance physical contact Conveys attitudes & emotions

15. 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

16. 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

17. 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

18. Purpose of Encounter Purpose needs to be understood by each individual Goal Solve problem  urgency of issue must be assessed proper questions asked

19. Method of Encounter Face-to-Face Encounters Telephone Encounters Internet Other Electronic Communication Methods

20. Gathering & Delivering Info Approach Asking the Question Closed-ended questions Open-ended questions Listening Responding Empathy Verification of Understanding Honesty and Ethics Confidentiality

21. 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

22. Special Patient Populations Angry or Hostile Patients Patients with Terminal Health Conditions Patients with Mental Illness Older Adult Patients Patients with Low Health Literacy

23. Cultural Sensitivity Culturally competent adapt the care consistent with patient’s cultural, traditional, societal needs & beliefs Avoid mistaken belief labeling stereotyping

24. 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

25. 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

26. Communicating with Team Teamwork collaboration cooperation accomplish a common goal Working relationship between team members essential elements trust, understanding, respect, friendship