pharmacists' patient care process and basic patient care communication skills

essential elements

communication

collaboration

documentation

process steps

collect

assess

plan

implement

follow up: monitor and evaluate

pharmacist patient interviews

built on trust, respect, and commitment

communication skills are critical (verbal and non-verbal)

remember the interview is a conversation with your patient not a checklist

verbal communication

tone of voice

volume of speech

rate of speech

choice of terminology

transitioning

active listening

silence

professional

close ended questions

can be answered yes or no

may not get all the information

example: did your take your medication today?

open ended question

cannot be answered yes or no

get more information: who what when where why?

example: how do you take your medication?

non verbal communication

body language

eye contact

demeanor

mannerisms

attire

active listening

correct, complete, concise, consistent, clear

the 5 c's of communication

SOAP note

written means of communication

privilege granted by an institution

documentation and communication of patient's progress

can determine retrospectively if a patient was treated appropriately

subjective, objective, assessment, plan

what does SOAP stand for?

SOAP

formal, step wise approach to providing pharmaceutical care for every patient encounter

guidelines for writing medical record notes

label notes with descriptive headings

use complete sentences, proper punctuation, capitalization, and spelling

document the facts and avoid making unsubstantiated judgements (be short and concise)

organize the information using the soap format

sign the note with your name and title (students need to have notes cosigned by their preceptor)

add an addendum to note if need to add anything after signed (check with preceptor)

collect

pharmacist ____ the necessary subjective and objective information necessary to understand the relevant medication and medical history, overall health status, and other pertinent factors

goal is to have the info needed to understand the patient well enough to make person-centered and informed recommendations

assess

___ the patient information in order to identify and prioritize problems

need to do this in order to establish a care plan

entire medication list for indication, effectiveness, safety, interactions, tolerance, cost, convenience, and adherence

assess existing and identifying new medical problems, including diagnosing for potential intervention, resolution, or referral

evaluating social determinants of health, cultural considerations, and health literacy

determining preventative care and wellness needs

formulating person-centered, evidence based care goals

plan

___ to establish a person centered care plan

pharmacists develops a person-centered, evidence based, cost conscious care plan in partnership with the patient and/or caregiver and in coordination with other care team members

optimizing medications by addressing prioritized medication therapy problems and other medication-related needs

incorporating prioritized medical problems, lifestyle modifications, preventative care needs, and social determinants of health

integrating continuity of care, safe and timely transitions of care, referrals, follow up, and appropriate monitoring parameters

confirming patient and/or caregiver understanding and agreement with the goals and plans

implement

___ the care plan

pharmacists ___ the care plan in collaboration with patient and/or caregiver and in coordination with other care team members

changes to medication as authorized or within scope

providing education on medication and self-care management

coordination of care including referrals and/or connection to community services

DOCUMENTATION!

scheduling follow-up

follow up

___ __ to monitor and evaluate the care plan

pharmacists monitors and evaluates the implementation of the care plan and patient's overall health in collaboration with patient, caregiver, and other care team members

evaluating outcomes of care plan and progress toward person centered goals

resolving medication therapy problems and other medication related needs