Communication Skills in Pharmacy Practice

Communication Skills in Pharmacy Practice

• Communication is the transfer of information meaningful to those involved, a vital skill for personal and professional success.
• Communication involves a sender sending a message to a receiver.
• Effective communication is necessary for pharmacists to effectively work within the healthcare system.
• Pharmacists communicate with various healthcare professionals and patients daily.
• The type of information communicated, and its delivery, will depend on the audience's knowledge level and expectations.
• Regardless of expertise, effective communication is essential for active participation in patient care.
• Communication needs to effectively support good pharmacy practice and professional/personal relations.

Learning Outcomes

• Define communication
• Identify communication of pharmacists with healthcare professionals
• Identify communication of pharmacists with patients
• List types of communication (verbal and nonverbal)
• Discuss strategies to improve communication

Introduction to Communication

• Communication is the transfer of information meaningful to those involved, a process of generating, sending, and translating messages between people.
• Understanding is crucial for successful communication. The message is successful only when the sender and receiver understand it the same way.
• Parts of communication include sender, message, and receiver.

Introduction to Communication (continued)

• Effective communication is critical in all pharmacy career options (institutions, community, managed care, academia, regulatory, and industry).
• Communication skills are paramount to effective practices.
• These skills include: verbally responding to physician questions for patient care, or giving educational programs, publishing medical journal articles.
• Pharmacists function as guardians of appropriate drug therapy.

Introduction (continued)

• To be effective, pharmacists must be aware of the following:
  • The messages they are sending
  • How these messages are perceived
  • The messages others are sending them
  • Ways in which messages are being interpreted (which could be inaccurate)
  • How to adapt their communication styles based on the specific situation and maintain professional/personal relations.

Communication with Healthcare Professionals

• Pharmacists must be comfortable with their roles on the healthcare team while having the confidence in their knowledge and contributions to patient care.
• Pharmacists should be prepared with specific questions, facts, and recommendations when initiating a conversation about patient treatment with physicians, and only address topics within their expertise.
• Avoid interrupting any physician-patient interactions except in a life-threatening situation.
• Select the right time and place for a conversation.
• Avoid addressing senior members of the medical team with questions better suited to a less senior member.
• Avoid interrupting teaching rounds with questions or observations better addressed individually.

Communication with Nurses

• Pharmacists and nurses must show mutual respect knowing they share a common goal of optimal patient care.
• Communication should be clear, concise, and timely.
• Telephone communication can be a barrier to effective communication between pharmacists and nurses.

Pharmacists-Pharmacists Communication

• Pharmacists need to frequently update other pharmacists on patient cases.
• Consulting pharmacists should not give recommendations or advice without consulting with or considering the perspective of the primary team, which may have additional/complete information.
• Continuous communication is needed between pharmacists during shift changes to keep patients' information, and plans for the patient current.
• A common communication system is necessary for the exchange of information when handling patient information, tests, and their results. This is needed for patient-focus and clear communication between pharmacists taking over.

Communication with Patients

• Effective communication between pharmacists and patients, and patients or family members, is extremely important.
• Ineffective communication can lead to confusion, miscommunication, and improper decisions related to drug therapy.
• Pharmacists need to help patients understand their illness, view each patient's experience as unique, build a therapeutic alliance with patients, and develop an awareness of how they affect patients.

Types of Communication

• Communication can be divided into verbal and nonverbal communication.

Verbal Communication

• Verbal communication is the most common type of communication pharmacists use.
• It is used in responding to questions and orders regarding drug treatment.
• Words can be spoken or written.
• Nonverbal aspects of tone and emphasis can alter the perceived meaning.
• Written communication requires precision and clarity.
• Short sentences, simple words and sentence structure are essential.
• Written materials should suit the needs of the audience.
• Stages in verbal communication include: introduction, opening, business discussion, reconnection, and closure.

Strategies to Improve Communication

• Explain things clearly in plain language.
• Focus on key messages and repeat.
• Use a "teach back" technique for better understanding.
• Use patient-friendly educational materials.
• Use effective questions – encourage open-ended questions rather than closed-ended questions.

This quiz explores the essential communication skills required for effective pharmacy practice. Participants will learn about the different types of communication and how pharmacists interact with healthcare professionals and patients. By understanding the nuances of verbal and nonverbal communication, pharmacists can enhance their role in patient care.