Wk 2.1 Professional Communications in Pharmacy Practice Part 1

Lecture Objectives

• Define professional communications and establish its significance within pharmacy practice.

• Identify critical elements of interpersonal communication essential for patient care.

• Discuss strategies to safeguard patient privacy during communications.

• Recognize barriers to effective communication and strategies to minimize these impediments.

• Understand factors impacting communication with culturally diverse patients and those with unique communication needs.

• Define what constitutes appropriate language in interactions with patients and healthcare professionals.

Importance of Communication

• AHPRA Registration Standard: Adherence to standards set by the Australian Health Practitioner Regulation Agency.

• Legal Framework: Importance of effective communication as guided by the Health Practitioner Regulation National Law.

• National Competency Standards: Essential for pharmacists in Australia.

• Charter of Healthcare Rights: Highlighting rights including safety, respect, communication, participation, privacy, and feedback.

• Access to resources like the Communicating for Safety portal to improve communication in healthcare settings.

Common Communication Issues

• Barriers that include:

  • Rude and discourteous attitudes.

  • Providing incorrect or conflicting information.

  • Incomplete or incomprehensible communication (e.g., use of jargon).

  • Neglecting the specific needs of individuals (e.g., requiring interpreters or disability considerations).

  • Failures in interprofessional team communication.

Communication and Patient Safety

• Patient-safe communication is crucial in complex clinical environments with various risks.

• Reference to Critical Conversations for Patient Safety (Levett-Jones, 2014).

Key Attributes of Patient-Safe Communication

1. Mutual Understanding:

   • Based on perceptions and interpretations of the message by sender and receiver.

   • Risks of misunderstandings if assumptions about patient understanding are made.

2. Patient Centeredness:

   • Shift from viewing patients as passive recipients to active participants in their care.

   • Emphasis on informing patients, involving them in decisions, and respecting their cultural values.

3. Strategies for Patient-Centered Communication:

   • Acknowledge and actively listen to patients.

   • Provide clear information and express empathy.

   • Use prompting and clarification effectively.

4. Active Listening:

   • Importance of demonstrating listening through eye contact, head nodding, and supportive verbal affirmations.

   • Use prompting questions to delve deeper into patient narratives without redirecting discussions.

Types of Probing Questions

• Clarification, justification, relevance, exemplification, extension, restatement, echo, consensus.

Non-Verbal Communication

• Elements include:

  • Body Movements: Open and relaxed posture to convey availability and approachability.

  • Eye Contact: Direct eye contact during most parts of communication enhances connection.

  • Facial Expressions: Should align with spoken words to convey sincerity and understanding.

Cultural Competency in Communication

• Recognize the need for sensitivity toward ethnic and religious diversities, which may influence communication dynamics.

Risk Factors for Patient-Safe Communication

In Pharmacy Environment

• External noise, lack of privacy, frequent interruptions, and involvement of third parties can hinder effective communication.

For Pharmacists

• Factors like time constraints, knowledge gaps, poor communication skills, and emotional barriers can affect their ability to communicate effectively.

For Patients

• Emotional barriers, misconceptions about pharmacists' roles, and their own perceptions of illness and medications can impede communication.

Strategies to Overcome Barriers - The 4 A's

1. Attitude: Cultivate a positive approach.

2. Atmosphere: Create a conducive environment for communication.

3. Approach: Utilize appropriate interpersonal strategies during interactions.

4. Availability: Ensure time is allocated for effective dialogue.

Conclusion

• Reinforcement of the significance of professional communication in pharmacy practice to enhance patient safety and care outcomes.

Contact Information

• For questions or comments, contact: Hayley.croft@newcastle.edu.au