Training for improving effective communication skills in pharmacy:Development and evaluation of workshops and e-learning for pharmaceutical carePavla Pikardova, Health Management Consulting,Czech RepublicAll rights reserved. Neither this document nor its individual parts may be reproduced, stored in a search system or transferred in any way (including by mechanical, electronic, photographic or other record) without the written consent of the subjects mentioned. Copyright Health Management Consulting , s.r.o., 2009

Pavla Pikardova, Health Management Consulting,

Effective Communication for Pharmacists2

Health Management Consulting3Center of excellence in healthcare strategy & management Based in Prague, Czech Republic, expanding to CEEHealthcare communication division: - need for quality improvement in healthcare in CZ educational programs for healthcare professionals

Center of excellence in healthcare strategy

Based in Prague, Czech Republic, expanding to CEE

Healthcare communication division:

Training for improving effective communication skills in pharmacy4Objectives of this training have been an increase in special skills of pharmacy professionals and improvement in the mutual relations between pharmacists and their clients.The educational activities of this kind are a part of an implementation of the advanced system of pharmaceutical carein the Czech Republic.

How are we different?5

Didactic principle of effective education:6Changes in behaviorAttitudesTheory, information Taxonomy of educational goals

Completed courses:Effective Communication in Pharmacy 1:11/2008 – 10/2009 - 375 participants1/2010 followed by Effective Commucation in Pharmacy 2 (difficult client)7

Mastering efficient communication in the pharmacy:Development of communicative competence:Methods of communication in pharmacy settingTraining of effective dealing with clientFocus on skills and change in behaviorSharing of experience and inspiration Small groups, interactive concept, intensified by e-learning and on-site supervision, 2 trainers per day…8

Methods of communication in pharmacy setting

Training of effective dealing with client

Focus on skills and change in behavior

Sharing of experience and inspiration

Small groups, interactive concept, intensified by e-learning and on-site supervision, 2 trainers per day…

Participant‘s comments:“I want to use Teach Back and open questions from now.““I realised the importance of structure in my communication with patient.“ “I learned how to deal with conflicts in pharmacy.““I didn‘t like the role plays, but then I was able to try a new way of asking questions.“9

Feedback - Overall impression of the courseOverallimpressionn = 375AverageCould be betterDissapointingFulfilled my expectationsBeyond my expectations10

Activities Evaluation:Very effective introductory activity – “Typical communication problems” – experience sharing, discussion, inspiration Evidence Based – reliability, trustSchematic structure – logical progressionReal video – from the other side of the counterRole play - feedback11

Useful New Skills:n = 375Useful New Skills Definitely notDefinitelyProbably not Not sureProbably12

What else could be done for pharmacists?13

E-learning:14

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Our teaching team:17

Contact:18Pavla Pikardovapavla.pikardova@hmcgroup.eu+420 773 997 017Health Management Consulting Green Park Offices Žerotínova 32 130 00 Praha 3 Czech Republic