Patient-Centered Communications - PHA100

Course Information

• Course Title: Pharmacy & Communication Skills
• Course Code: PHA100
• Communication Level: III
• Topic: Patient-Centered Communications
• Instructor: Dr. Nadir Kheir
• Date: 8/29/2019

Learning Outcomes

• Discuss principles of good communication with patients
• Discuss factors affecting communication (personality, understanding of others, culture, beliefs, desired outcome)
• Explain the meaning of patient-centered communication
• Explain the meaning of special populations in healthcare
• List the most important special populations in healthcare and explain why they fit in this category.
• Explain how to deliver patient-centered care to patients categorized as special populations

Communication Skills

• Listening
• Managing a team
• Discussing a patient's case
• Storytelling
• Making an intervention
• Managing meetings
• Consulting a patient
• Public speaking
• Networking

Principles of Communication in Pharmacy

• Counseling patients regarding their medications is a critical responsibility for pharmacists
• Active listening (focusing on the patient)
• Eye contact (attentive, not staring)
• Awareness of body language (facing patient, undivided attention)
• Recognizing and interpreting nonverbal cues (comparing nonverbal to verbal)

Communication: Empowering Patients

• Effective medication counseling empowers patients as active partners in their care
• Patient engagement leads to enhanced care experiences, better outcomes, and reduced healthcare costs
• Therapeutic relationships promote understanding and self-management
• Patient authority is given to the provider
• Provider gives information and commitment
• Education includes assessing patient understanding, the ability to use medications correctly, and attitudes towards health-related issues and pharmacotherapy.

Factors Affecting Communication

• Many factors influence communication
• Personal attributes
• Understanding others
• Culture and beliefs
• Beliefs about interactions and desired outcome

Knowledge and Communication

• Knowledge crucial in a pharmacist's daily tasks, particularly educating patients
• Knowledge can affect communication
• Scenarios for introducing a new medicine to a physician and educating a patient about a medicine require specific communication strategies

Example Scenario: Aspirin

• Patient asks for aspirin for pain relief.
• Pharmacist asks about any chronic conditions and age.
• Patient mentions no chronic issues, is 47 years old.
• Pharmacist asks about the patient's knowledge of aspirin side effects, the patient replies negatively.
• Pharmacist explains correct usage of the medicine
• Pharmacist explains the potential side effects and possible drug interactions (e.g., anticoagulants, ibuprofen)

Tips for Good Patient Interviews

• Greet and introduce yourself
• Explain the interview process
• Direct the patient appropriately
• Explain data collection process
• Indicate interview duration
• Use professional words and manners
• Pay attention to body language
• Ask open-ended questions, beginning with broad questions, then more specific questions
• Use active listening and empathy
• Ask the patient to restate any unclear information
• Employ paraphrasing to ensure understanding
• Communicate at an appropriate educational level, avoiding medical jargon

Special Populations: Vulnerable Populations

• These patients experience higher risk, worse access to care, increased morbidity, and mortality
• Usually have poor health literacy
• Examples: chronic health conditions, racial/ethnic minorities, economically disadvantaged, the elderly, and children

Chronically Ill and Disabled Patients

• Patients with chronic illness and multiple conditions/medications are at higher risk of poor outcomes.
• Difficulty accessing care due to their health conditions.
• Face challenges in accessing services due to age, frailty, ineffective communication, and discrimination.

Low-Income Individuals

• Likely to have multiple health issues impacting their well-being.
• Frequently from racial and ethnic minority groups.
• May have limited insurance or financial coverage options.
• Reduced interaction with the healthcare system

The Very Young and Very Old

• Children have developing organs and low immunity, spending more time outdoors; require different approaches to medications and interventions.
• Older adults are more vulnerable to health conditions and may not always get recommended care like preventive care.

Patients with Low Literacy/Health Literacy

• Challenges in reading prescription bottles, attending appointments, understanding informed consent and follow discharge instructions, following diagnostic instructions, or understanding health education materials.
• Poor adherence frequently observed.

Aim and Challenges for Pharmacists

• Ensure medications are appropriate, safe, and effective, taken correctly by the patient.
• Address challenges special populations face with communication.
• Key factors affecting patients include fear, lack of confidence, affordability, mental impairments, biological impairment, drug interactions, toxicity, and hearing/comprehension concerns.
• Strategies for ensuring accurate medication use.

What to Do

• Scenarios involving a patient being discharged from the cardiac rehab after a heart attack, a patient who is tired and speaking in a language different from your own.
• Addressing the patient's needs, challenges, and specific vulnerabilities

Always

• Keep communication concise and simple.
• Deliver only necessary information to the patient.
• Use the "teach back" method to ensure understanding.
• Use various learning styles: verbal, written, visual aids, and pictures.
• Offer easy-to-understand information in multiple formats for all patients

Applying Learning

• Develop communication skills such as empathy, body language, active listening and accurate eye contact.
• Practice these strategies through role-playing activities and examples.

This quiz focuses on the principles of patient-centered communication as part of the Pharmacy & Communication Skills course (PHA100). Participants will explore factors that influence communication, special populations in healthcare, and effective techniques for patient counseling. Enhance your understanding of communication that prioritizes patient needs and experiences.