Patient Counseling and Interpersonal Communication in Pharmacy

Patient Counseling

• Communication between healthcare providers and patients establishes an ongoing relationship and facilitates information exchange for assessing health conditions, managing treatment, and evaluating quality of life.

Interpersonal Communication

• Interpersonal communication involves generation, transmission, reception, and interpretation of messages.
• Communication barriers in pharmacy settings include environmental, personal, patient, administrative, and financial barriers, as well as lack of time.

Vulnerable Populations

• Vulnerable populations include elderly people, immigrant populations, low-income individuals, and those with chronic mental or physical health conditions.
• Pharmacists should develop appropriate visual or written materials for patients with low health literacy, using plain language, and the teach-back method to confirm patient understanding.

Key Points for Patient Interviews

• Introduce yourself, state the purpose of the interview, and ask permission to discuss health care in front of others.
• Appear professional, interested, confident, and relaxed to establish a rapport with the patient.
• Control the flow of information by asking one question at a time, and politely redirect the patient if necessary.
• Use open-ended questions to gather patient information, and summarize the plan and answer patient questions at the end of the interview.

Medication History

• A comprehensive medication history should include allergies, current prescription medications, past medication usage, adverse drug effects, use of OTC drugs and supplements, and adherence to medication regimens.

"Three Prime Questions"

• "What did the doctor tell you the medicine is for?" (Medication purpose)
• "How did the doctor tell you to take the medication?" (Dosing schedule and instructions)
• "What did the doctor tell you to expect?" (Expected outcomes, precautions, and side effects)

Active Listening and Empathy

• Tips for effective listening include stopping talking, eliminating distractions, establishing eye contact, reading nonverbal cues, listening to tone, and providing feedback.

Assertiveness

• Assertive behavior involves directly expressing ideas and opinions, showing respect for self and others, and openly communicating feelings and needs without violating others' rights.

Problem-Solving Techniques

• Fogging: Acknowledge possible truth from someone while ignoring implied judgments about oneself.
• Being a broken record: Use calm repetition in case of errors.
• Using negative inquiry: Actively prompt feedback to use the information.
• Disarming anger: Offer an honest contract to someone who is exhibiting anger.

This quiz covers the importance of effective communication between healthcare providers and patients in pharmacy settings, including interpersonal communication and common barriers.