The key is to identify barriers to communication and then developed strategies to minimize them. In earlier chapters, we looked at the communication process and the five elements it involves. Deficiencies in any of the essential elements may cause a breakdown in communication. The message must be clearly sent and received. Feedback will verify said understanding. Barries often go unnoticed, and many things can get in the way. Minimizing barriers required a two-stage process: to be aware and overcome them in time.

Environmental Barriers

• Distractions within the environment

• Pharmacy during COVID especially had plexiglass installed at the pickup and drop off stations. This does not convey an environment of open communication. While they are nice for privacy they can inhibit communication between the patient and pharmacy staff.

• Ideally, the pharmacy would have an area that encourages face-to-face conversation.

• Crowded pharmacies and noisy areas can also inhibit one on one communication. Most pharmacies have lots of background noise with people talking, phones ringing, and machines running.

• As well there are a lot of people within the hearing range of conversations so that also limits the level of perceived privacy for interaction.

• The first step to removing environmental barriers is determining which of them exist in the pharmacy itself.

• Paying attention to the amount of privacy provided can help create an atmosphere that allows both parties to communicate effectively.

• In hospitals, observe where most interactions take place and what barriers may exist within these settings. Are you interviewing a patient about their medications in a hallway or in a private room?

Personal Barriers

• Lead to distractions in communication

• A lack of confidence may influence how you communicate

• Communication skills can be learned, and barriers can be overcome.

• Pharmacist-Related Personal Barriers and Pharmacy Technicians/Assistants too

  • Personal shyness

  • Internal conversation

  • Emotional Objectivity

  • Culturally based factor

• Patient-Related Personal Barriers

  • Patients can perceive you as not being knowledgeable and/or trustworthy

  • Patients can perceive that you are not interested in talking

  • A patient’s medical condition can inhibit communication.

  • Patients could feel that the dr. told them all they need to know so they don’t need to speak with a pharmacist.

Administrative Barriers

• In Canada, a pharmacist counselling a patient is considered the legal and ethical thing to do.

• In NB, it is the law to counsel patients on all new medications.

  • It may be a law to counsel however, it is not always paid for

  • Unfortunately, certain pharmacies do not put in a lot of effort for what seems like an expensive service

• Sometimes pharmacists feel overwhelmed by their workload and may not feel that they have time to speak to patients.

• Pharmacy Technicians/Pharmacy Assistants’ role is to alleviate some of the workloads to allow for more counselling from pharmacists.

• The configuration may not have been designed for counselling

  • The area has too much background noise

  • The pharmacist is way in the back

Time Barriers

• Choosing the appropriate time to speak

  • Sometimes later is better when the patient has more time or energy to focus

  • Or visa versa you will be in a better frame of mind after lunch