Interviewing pharmacists is an important component of medication therapy management as pharmacists obtain information for therapeutic decision-making. Pharmacy techs can also interview patients to obtain information for the pharmacist. The assistant may ask questions from the patient as well. One of the first steps in patient assessment is to determine the medication the patient is taking as well as what the patient already knows about their medications and health-related problems
We must concentrate much harder on the listening component of the communication process
Listening Techniques:
Stop talking- you can't listen while you're talking
Get rid of distractions- these break your concentration
Use good eye contact- this shows the speaker that you are listening
React to ideas not the person- focus on what it said whether you like the person
Read nonverbal messages- make sure they align
Listen to how something is said- tone of voice in radio speech also transports message
Provide feedback- briefly summarize your understanding of what is said
Only asking questions only that elicits the most accurate information
Timing
Help clarify problems or concerns
Open-ended/closed ended questions
Close-ended answers end a yes or no response
Open-ended uncovers more information and generates more discussion
Asking sensitive questions
Adherence, alcohol use, recreational drugs
Let them know the behaviors you are asking about are common
Patients should not fear judgment
Simple clear-cut questions
Tone of voice
Be sure the question is necessary
When neither of you or the patient speaks
There could be an unnecessary pause while you wait for the patient to gather their thoughts and properly answer
Maybe uncomfortable
Gather times to think
If interrupted, it could destroy the opportunity for the patient to think or there is a possibility that they don't understand the question
Avoid the temptation to fill the empty space with unnecessary talking
Rapport builds mutual consideration and respect
This is aided by good eye contact, by using sincere friendly greetings, and not by stereotyping or prejudging
The patients perception of you will influence the relationship with you
Know what you want to accomplish
Find specific information
Maybe a directed interview
Interviewing as a process type of environment
This is critical as one of the fundamental principles and interviewing process that provides privacy
Before you begin make sure interruptions are reduced as much as possible
State your name and introduce yourself if they do not know your name
State the purpose of the interview
Tips
Don't jump to conclusions
Keep goals clear
Be aware of nonverbals
Be specific
Don't end the interview abruptly’
Don't rush
Summary- “I've enjoyed talking with you today. If you think of something you've forgotten to mention, please give me a call.”
Document
Accurately complete medication history interviews
Identify potential medication-related problems
Include over counters, herbals, other complementary and alternate medication
Challenges to collecting medication histories
Problem: communication barriers
Language barriers
Level of conscious or cognitive impairment
Solution use of your family members, interpreters, community pharmacy
Problem: the patient does not understand the need for BPMH
Solution: explain the importance, and empower patient activity participation and his or her care
Drug therapy monitoring
Lab values in monitoring devices
Patient self-reporting
Evaluation of pain, anxiety, insomnia, migraines
Patient or caregiver reports
Pain and depression are conditioning a patient may bring to your attention through interviewing
Means of assuring continuity of care to patients
It becomes the institutional memory that care has been provided
Use the SOAP acronym
Subjective
Information reported ex. symptoms or self-report of adherence
Objective
The reports of testing
Assessment
Description of the medical-related problems
Plan
Next steps
Cue yourself to smile before you pick up the phone. Your friendly attitude will be transmitted through the tone, pitch, volume, and inflection of your voice
Answer the phone with three or four rings if possible
Identify yourself
Give your full attention to a call
If you must place a client on hold, ask first
End the call graciously “thank you for calling”
Allow the caller to hang up first
Making calls
Before you pick up the phone, make sure you are ready to write down the information
Determine whom you are speaking with
Ask yourself if this call is necessary