communication skills in pharm prac

medical model

• patient’s role is passive

• patient is the recipient of treatment

• physician dominates the conversation

• care is disease centered

• physician does most of the talking

• patient may or may not adhere to treatment pla

patient-centered care model

• patient’s role is active

• patient is a partner in the treatment

• physician collaborates with the patient

• care is quality-of-life centered

• physician listens more & talks less

• patient is more likely to adhere to treatment plan

how to provide patient centered care as a pharmacist?

• Understand all aspects of the patient’s illness experiences: the social, psychological, and biomedical factors

• Perceive each patient as a person; understand the patient’s unique experience of illness and the “personal meaning” it entails

• Foster a more egalitarian relationship with patients; allow patients to be actively involved in dialogue and in the decision-making surrounding treatment

• Build a “therapeutic alliance” with patients by incorporating patient perceptions of the acceptability of interventions in treatment plans, defining mutually agreed-upon goals for treatment, and establishing a trusting, caring relationship with the patient

• Develop self-awareness of his or her personal effects on patients and how his or her own responses to patients may affect patient behavior

what is the pharmacist’s patient care process?

• created by the joint commission of pharmacy practitioners to ensure consistent approach in the delivery of patient care across the pharmacy profession

• applicable to all practice settings

what are the key elements of carrying out PPCP?

• communication, documentation, collaboration

what are the 5 parts to PPCP?

1. Collect

2. Assess

3. Plan

4. Implement

5. Follow-up

what are the 5 elements of the interpersonal communication model?

1. Sender

2. Receiver

3. Barriers

4. Message

5. Feedback

what are 3 things to consider before you interview a patient?

1. How do you talk to the patient?

2. How do you “send the messages” to the patient?

3. How do you assess the patient?

what are the 2 different types of interview approaches?

• directed interview approach

• nondirected approach

what is the directed interview approach?

if you need to find out specific pieces of information

what is the nondirected interview approach?

if the outcomes is unknown or somewhat ambiguouos

4 things in starting out the interview

1. Greet the patients by name

2. Introduce yourself

3. State the purpose of the interview (and how the interview may benefit the patient)

4. Outline what will happen during the interview (including the amount of time needed, topics to be covered, desired outcomes, as appropriate)

what are the 5 components of an effective interivew?

1. listening

2. probing

3. asking sensitive question

4. use of silence

5. establishing rapport

what should you do to end an interview?

• conclude with a summary

• use non-verbal cues like getting up from your chair

• give reassurance

• ask if any questions

what are the 5 domains in patient-centered communication tools?

1. invest in the patient

2. integrate the patient’s perspective

3. demonstrate interest and empathy

4. plan and educate

5. communicate with finesse