Communicating with Older Adults

Name four factors that influence the communication process with older adults

Internal Factors (pharmacist and patient)

Communication styles between pharmacist and patient

Sensory and Emotional Factors

Environmental Factors

Name some internal factors pertaining to the pharmacist that can influence communication with older adults

Their personal experience and communication skills, education level, cultural issues, attitudes and values, stress, and time

Name some internal factors pertaining to the patient that can influence communication with older adults

Their cultural heritage, education level, health literacy, religious beliefs, attitudes and values, stress, time, and expectations of the pharmacist

List some communication styles that can influence communication with older adults

The listening habits of each person involved, tone and volume, eye contact, language, and professional vocabulary

Name some sensory and emotional factors that can influence communication with older adults

They may have health issues affecting their communication (pain, altered cognitive function, etc.), hearing loss, vision loss, aphasia, etc.

What is aphasia?

Loss of ability to understand or express speech, caused by brain damage such as CVA, stroke, dementia, trauma, etc.

Receptive aphasia

Inability to understand spoken or written words

Expressive aphasia

The inability to produce language (despite being able to understand language)

Name some physiological changes that occur with aging

Presbyopia and Presbycusis

Presbyopia

Vision changes in lens shape and the ability to focus on objects

Presbycusis

Age related hearing loss that causes reduced perception of high pitched sounds

Name some pathological changes that occur with aging

Noise induced hearing loss, medication induced hearing loss, glaucoma, cataracts, macular degeneration, and damage to visual or nervous tissues

Name some environmental factors in the pharmacy that can influence communication with older adults

Not conducive for communication, which leads to fewer questions

Physical barriers such as lighting, noise level, space, temperatures, counters, telephone systems, distance, and drive-through

Workflow barriers, such as personnel and steps to physically speak to a pharmacist

What are some verbal solutions to environmental factors increase communication with older adults?

Adjusting tone, accommodating language barriers, avoid complicated language, changing phrasing, seeking feedback, and summarizing.

What are some nonverbal solutions to environmental factors increase communication with older adults?

Physical space and distance, sitting at eye level, use of touch and direct eye contact, facial expression, proper dress, and posture.

What are three potential barriers to effective communication during a pharmacy encounter?

Attitudes and beliefs, Interfering behaviors, and Depersonalizing attitudes and actions

Give some attitudes and beliefs that can act as a barrier to effective communication with older adults

False expectations and stereotyping

False expectations interfering with communication with older adults

Dismissing problems as normal and saying there is nothing you can do

Stereotyping interfering with communication with older adults

Negative image of older people

Name some solutions to address attitude and belief issues that will improve communication with older adults

Identify, accommodate, and overcome stereotypes, appreciate heterogeneity of older people, learn and adjust to cultural diversity, and appreciate effects of cultural, attitude, socioeconomic factors, and health behaviors

Name some interfering behaviors that can act as a barrier to effective communication with older adults

Controlling behavior and discouraging active participation

Controlling behaviors interfering with communication with older adults

People will often exhibit paternalism towards them and act as if they know what's best for them. Treating them like a child.

Discouraging participation interfering with communication with older adults

Using closed-ended questions, rushing through the interview, and using an authoritarian communication style

Name some solutions to address interfering behavior issues that will improve communication with older adults

Encourage active participation from the patient and change your own beliefs and behaviors

Name some depersonalizing attitudes and actions that can act as a barrier to effective communication with older adults

Talking to the caregiver over the patient, failure to personalize the interview, using a scripted monologue, etc.

Name some solutions to address depersonalizing attitude and action issues that will improve communication with older adults

Be proactive and encourage patient participation, address patient directly, display empathy, encourage dialogue, be respectful, use first name only after getting permission, etc.

Name three physiological barriers to effective communication in older adults

Vision, hearing, and cognitive impairment

How to improve effective communication in those with vision impairment

Ensure adequate lighting, glasses, print in large letters, avoid glossy paper, and use appropriate colors, offer to read labels form them, use charts and pictures, color code, and use divided pill boxes

How to improve effective communication in those with hearing impairment

Speak slowly, avoid talking in a high pitch voice, face the patient, don't shout, minimize background noise, use written supplements, hearing aids, and remove impacted earwax.

How to improve effective communication in those with cognitive impairment

Assess understanding and ability as needed, have patience, simplify information, and enlist help such as caregivers