Transcript coummunication skill..

Dr-Emtenan AlHarbi,Mcs
Objectives
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Recognize the importance of communication for
the pharmacists
Identify common barriers to verbal
communication and describe ways to overcome
each barrier
Identify patient situations that affect patientpharmacist communication and suggest ways to
deal with each situation
State how to communicate effectively with
physicians, nurses, and other pharmacists
What is Communication?
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“Communication is not just about talking to people, it
covers a number of skills that need to be recognized and
understood if we are to achieve behavioral and cultural
change that improves patient care.”
Guiding Principles relating to the commissioning and provision of communication skills training in preregistration and undergraduate education for Healthcare Professionals (2003)
What is Communication?
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Communication is the transfer of information
meaningful to those involved.
It is the process in which messages are generated
and sent by one person and received and
translated by another person.
However, the meaning generated by the receiver
can be different from the sender’s intended
message
Component of the Interpersonal
Communication Model
Why Communication Skills is important
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To meet your patient care responsibility
It establishes an ongoing relationship between the
professional and the patient
Pharmacists with good communication skills more
successful even if they have an average pharmacy
knowledge
Values of Communication Skills in Patient Care
Process
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Interview patients
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Counsel patient
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Seek information from different sources
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Advise/consult with other health
Values of Communication Skills in
Patient Care Process
Values of Communication Skills in
Patient Care Process
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The pharmacist should encourage patients to
share experiences with therapy because:
they have unanswered questions
they have misunderstandings
they experience problems to therapy
they can “monitor” their own responses to treatment
they make their own decisions regarding therapy
they may not reveal information to you unless you
initiate a dialogue
Scenario 1
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A patient returning to the pharmacy complaining of
side effect apparently cause by his medication.
The patient record showed that he was give 30
days supply of nitroglycerine patches.
Both pharmacist and physician told him to “apply
one daily”
Scenario 1
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A patient returning to the pharmacy complaining of
side effect apparently caused by his medication.
The patient record showed that he was give 30
days supply of nitroglycerine patches.
Both pharmacist and physician told him to “apply
one daily”
The patient opened his shirt and revealed 27 patches
firmly adhered to his chest!!!
Types of Communication
Nonverbal
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physical distance (proxemics)
the amount of eye contact
use of touch (haptics)
body movement (kinesics)
use and choice of objects in communication,
objectics)
use and quality of the human voice(vocalics).
Body language implications
Select the picture below which
you feel shows the most
approachable clinician
Which image suggests that they
may not understand or do not
accept what you have explained to
them about their medications?
Empathy
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Empathy
 Empathy
is the ability to see the world through another
person’s eyes and perceive his or her emotions.
 It is a neutral process.
 No judgment or evaluation of the person or feelings
involved.
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Sympathy
 Sympathy
is feeling sorry for another.
 Not neutral.
Active listening
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Pay attention to what patient is talking
 Your
non-verbal messages: eye contact, nodding,
leaning forward)
 Don’t start filling forms off the start
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Hear what the patient actually is saying
 Pay
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attention to patient non verbal messages
Appropriate respond to what patient is saying
Active listening and Empathy
Elements of effective communication
with patients
1-Patient titles
 Address patient properly .
 Ask
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patient how he/she wants to be addressed
Confused, disoriented or sedated persons better to be
addressed by first name
2-Respect for the Patient
 Respond to patient as a person not a prescription user
 Maintain professionalism
 Avoid exchange of personal information
 Don’t pass judgment
Elements of effective communication
with patients
3-Questioning Techniques
 Open-ended
 Rapid sequence of question
 Don’t interrupt patient
4-Patient Instruction
 Assess patient need
 Control the amount of the information given
 Assess patient learning
 Determine patient objectives
 Appreciating differences in an individual's perspective
Elements of effective communication
with patients
Patient may be concerned about: Clinician may be focused on:
•The seriousness of their illness
•Talking about an embarrassing
condition
•Undergoing treatment
•How the illness will affect their
quality of life or their family
•Not making themselves
understood
•Not being able to understand
the clinician’s response
•Wasting the clinician’s time
•Time constraints
•Taking a case history
•Starting treatment as soon as
possible
•Their own lack of knowledge
•The symptoms, signs and
underlying pathology
•Assumptions based on
previous visits
Elements of effective communication
with patients
5.Medical Jargons
 Translate commonly used pharmacy and medical
terminology to lay terminology
 Avoid slangs
 Be sensitive to non-Arabic specific patients
 Patient with chronic diseases maybe offended if
spoken to in very simple lay-type instructions
Exercise
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Identify the medical jargons in the following
„MrJones, I am sorry but you have become febrile, I
can hear ralesin your chest and you may be
developing pneumonia. I am going to order a chest
radiograph, organize an intravenous line and start
you on a cephalosporin.'
Rephrase in simple, layman language
Exercise
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„MrJones, I am sorry but you have a feverand when I
listen to you breatheit sounds as though you probably
have a chest infection. I suggest we get a chest x-ray
and then I will put in a dripand start you on some
antibiotics.‟
Effective communication
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Remember the following points when communicating
with others.
1.Always anticipate different perceptions in the communication
process.
2.Try to be aware of stereotypes you hold that may influence
your perception of others and also be aware of
stereotypes others have on you.
3.Ask for feedback from the receiver about how well your
intended message was received.
4.Provide feedback to the sender to check your perception of
the message and make sure you understood correctly.
Barriers to Verbal Communication
Barriers to communication
1-Environmental Barriers
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.Physical barriers
 .Community:
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windows
.Hospital:
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.Large countertops, security bars and protective glass, drive
.Fewer barriers; standing over patient
.Lack of privacy
.The telephone
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.Identity of the caller and the person answering
.Busy atmosphere
through
Barriers to communication
2-Pharmacist-related Personal Barriers
 .Lack of confidence
 .Shyness
 .Dysfunctional Internal monologue
 .Lack of objectivity
 .Cultural differences
 .Discomfort in sensitive situations
 .Negative perception about value of patient
interaction
Barriers to communication
3-Patient-related Personal Barriers
Patient perception of pharmacist
 .Belief that health system is impersonal
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Negative past experience
.Perception that his/her medical problem
.Either as being of minor importance
 .Anxious and not want to discuss
 .Feel their doctor told them everything or wrote it on the
prescription
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4-Administrative barriers
5-Time barrier
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.Timing of the conversation’
Potentially Sensitive Communication Topics
cues of patient embarrassments
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Vocal indications
 hesitating
when responding to your questions such as
„Er... yes... that seems clear....
 .talking in an over-enthusiastic or falsely upbeat voice
 .talking too quietly
 .talking quickly in incomplete sentences
cues of patient embarrassments
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Non-verbal indications
.looking away, not returning eye contact
 .fidgeting, fiddling with a ring, tissue, watch strap, nail etc.
 .getting up to leave before you have finished your
explanation
 .remaining silent throughout the explanation
 .blank or confused facial expression
 .closed or tense body language (tense shoulders and neck,
arms folded across body, twitching foot, shallow breathing)
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Embarrassing Situations
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.Anticipate situations of embarrassment and be
ready
.Talk to the patient in a private environment
.Demonstrate professionalism and talk in a straight
forward manner
.Avoid humor
.Use clear and accurate terminology
.Give the patient a chance to express their feelings
Communication Strategies to Meet
Specific Needs
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