Interviewing and Assessment

Interviewing is important in medication therapy management since it is the deciding factor for the pharmacist what to prescribe. It will help to start off asking about the meds they already take

Components of an Effective Interview

• focus on listening

techniques

• Stop talking- you can’t listen while 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 is said and not whether or not you like the person

• Read nonverbal messages – make sure they match

• Listen to how something is said – tone of voice and rate of speech also transport the message

• Provide feedback – briefly summarize you understanding of what was said.

Probing

• Asking questions in a way that elicits the most accurate
  information.

• Help clarify problems or concerns

• Timing

• Open-ended/closed-ended questions

• Close-ended- answered with a yes or no response

• Open-ended will uncover more information and generates more discussion.

Asking Sensitive Questions

• Adherence, alcohol use, recreational drugs

• Let them know 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

Use of Silence

• a necessary pause when no one speaks while you want the other person to gather their thoughts

• may be uncomfortable

• gives a needed time to think

• if interrupted there may be things forgotten or you leave the patient left confused

• do not fill the void with unneeded chatter

Establish a Rapport

• Rapport builds mutual consideration and respect

  • This is aided by good eye contact, by using sincere, friendly greetings, and not by stereotyping or prejudging

  • A patient's perception of you will influence their relationship with you!

Interviewing as a Process

Type of Information

• know what you need to accomplish

• look for specific information

• maybe a directed interview

Type of Environment

• crucial

• create an environment with as little distractions as possible

Start the interviewing Process

• Greet client by name and
  introduce yourself if they do not
  know your name.

• Also state the purpose of the
  interview

• Tips

  • Don’t jump to conclusions

  • Keep goals clear

  • Be aware of nonverbals

  • Be specific

Ending the Interview

• Crucial part because a person’s evaluation of the entire interview and your performance may be based on the final statements.

• Don’t end the interview abruptly

• Don’t rush

• Summary – “I’ve enjoyed talking with you today. If you think of something you forgot to mention, please give me a call”

• Document!

Interviewing in Pharmacy Practice

• Accurately complete medication history interviews

  • Identify potential medication-related problems

  • Include OTC’s, herbals, and OTCs other complementary and alternative medications

Reported Outcomes

• Drug therapy monitoring

  • lab values and monitoring devices

  • self-reporting

    • Evaluation of pain, anxiety, insomnia, migraines

    • Patient or caregiver reports

    • Pain and depression are conditions a patient may bring to your attention through interviewing

Document Interview Information

• means of assuring continuity of care to patients

• becomes the “institutional memory” that care has been provided

Interviewing by Telephone

• 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 within 3-4 rings if possible

• Identify yourself

• Give your full attention to the call

• If you must place the 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 be sure you have somewhere to put the information

• determine who you need to talk to

• make sure it is necessary

• identify yourself and position

• state reason for the call

• if you know the call will be long ask if they have time