TRAINING FOR IMPROVING EFFECTIVE COMMUNICATION SKILLS IN PHARMACY:DEVELOPMENT AND EVALUATION OF WORKSHOPS  AND E-LEARNING FOR PHARMACEUTICAL CARE by Pikardova
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TRAINING FOR IMPROVING EFFECTIVE COMMUNICATION SKILLS IN PHARMACY:DEVELOPMENT AND EVALUATION OF WORKSHOPS AND E-LEARNING FOR PHARMACEUTICAL CARE by Pikardova

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    TRAINING FOR IMPROVING EFFECTIVE COMMUNICATION SKILLS IN PHARMACY:DEVELOPMENT AND EVALUATION OF WORKSHOPS  AND E-LEARNING FOR PHARMACEUTICAL CARE by Pikardova TRAINING FOR IMPROVING EFFECTIVE COMMUNICATION SKILLS IN PHARMACY:DEVELOPMENT AND EVALUATION OF WORKSHOPS AND E-LEARNING FOR PHARMACEUTICAL CARE by Pikardova Presentation Transcript

    • Training for improving effective communication skills in pharmacy:Development and evaluation of workshops and e-learning for pharmaceutical care
      • Pavla Pikardova, Health Management Consulting,
      Czech Republic
      All 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
    • Effective Communication for Pharmacists
      2
    • Health Management Consulting
      3
      • Center of excellence in healthcare strategy
      & management 
      • Based in Prague, Czech Republic, expanding to CEE
      • Healthcare communication division:
      - need for quality improvement in healthcare in CZ
      educational programs for healthcare professionals
    • Training for improving effective communication skills in pharmacy
      4
      Objectives 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:
      6
      Changes in behavior
      Attitudes
      Theory, information
      Taxonomy of educational goals
    • Completed courses:
      Effective Communication in Pharmacy 1:
      11/2008 – 10/2009 - 375 participants
      1/2010 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 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…
      8
    • 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 course
      Overallimpression
      n = 375
      Average
      Could be better
      Dissapointing
      Fulfilled my expectations
      Beyond my expectations
      10
    • Activities Evaluation:
      Very effective introductory activity – “Typical communication problems” – experience sharing, discussion, inspiration
      Evidence Based – reliability, trust
      Schematic structure – logical progression
      Real video – from the other side of the counter
      Role play - feedback
      11
    • Useful New Skills:
      n = 375
      Useful New Skills
      Definitely not
      Definitely
      Probably not
      Not sure
      Probably
      12
    • What else could be done for pharmacists?
      13
    • E-learning:
      14
    • 15
    • 16
    • Our teaching team:
      17
    • Contact:
      18
      Pavla Pikardova
      pavla.pikardova@hmcgroup.eu
      +420 773 997 017
      Health Management Consulting
      Green Park Offices
      Žerotínova 32
      130 00 Praha 3
      Czech Republic