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Effective Communication in Pharmacy to Foster Patient Care

For Pharmacists
Soft skills
Credits CME
Author
Dr Sanah Hasan
Assistant Professor-Department of Clinical Sciences-Ajman University

Developed together with Ajman University 

 

Effective Communication in Pharmacy to Foster Patient Care 

 

Target audience

Healthcare professionals in patient care:

Pharmacists,

Nurses,

Physicians

 

This is a course that will cover communications in pharmacy and pharmacy practice.

It covers general communications concepts of verbal, no verbal and vocal communications, and how they may be different culturally.

How to become a good listener, and how to prepare various questions and responses to patient care needs will be covered in this course.

 

The course will span inter-professional communications with nurses, other healthcare professionals and physicians. Assertive communication skills and replying and behaving assertively will be emphasized and role played in this course. The art of counseling patients on their medications will be detailed including over- the-counter and prescription medications, and new or re-fill prescriptions. The course will also cover health literacy knowledge and skill in handling diverse patients and the strategies used by pharmacists for handling patients with low literacy..

 

 By the end of this course, participants will be able to achieve the outcomes (objectives):

  • Recognize verbal, vocal and non-verbal communications in general and in pharmacy practice in specific
  • Practice listening techniques and interviewing skills and patient questioning
  • Discuss communications between various healthcare professionals in patient care such as pharmacists, nurses and physicians
  • Differentiate assertive vs passive vs aggressive communication and behavior
  • Practice patient counseling skills regarding prescription, refill and OTC medications
  • Define health literacy and what it means in health care
  • Identify patients and behaviors of patients at risk for low health literacy
  • Recognize strategies used by pharmacists for handling patients with low

 


COURSE TOPICS

  1. Verbal, vocal, non-verbal communications 

This first lecture covers general concepts of verbal, noverbal and vocal communications, and how they may be different culturally. Why does communication matter in pharmacy? Main role of pharmacist as drug therapy expert needs good communication skills. Consequences of lack of information or understanding can very dramatic for patients, their families, communities and YOU the pharmacist !!!

  1. Listening and interviewing skills

How to become a good listener, and how to prepare various questions and responses to patient care needs will be covered in this lecture. What defines perception of patients of pharmacist, his/her credibility & persuasion are highlighted. Barriers and constraints to effective communication will be discussed and possible solutions are devised.

  1. Inter-professional communications and assertiveness

The art of counseling patients on their medications will be detailed including over-the-counter and new or re-fill prescriptions. Other important topics are: Using questions wisely when talking to patients; Presenting information clearly, Closing the interaction, Communicating through agents other than patients.

  1. The counseling pharmacist

The differences between passive, assertive and aggressive behaviors is illustrated. Assertive communication skills and replying and behaving assertively will be emphasized in inter-professional communications with nurses, other healthcare professionals, physicians, with employers and the patients themselves.

  1. Health literacy, risk, behaviors and interventions

Health literacy knowledge and skill in handling low health literacy patients will be discussed. Health literacy as a public health issue; the extent of the problem of low health literacy; the consequences of low health literacy; behaviors typically exhibited by patients with low literacy; and risk factors for low health literacy will be illustrated in this lecture.

  1. Strategies used by pharmacists in handling patients with low literacy

Strategies used by pharmacists in handling patients with low literacy; confidence in their ability to identify and communicate with patients with low health literacy; and the ability to write health literacy level appropriate patient education material will be highlighted in this lecture.