This document discusses effective communication strategies for pharmacists. It emphasizes the importance of being aware of both verbal and non-verbal messages being sent and received, and ensuring communication is tailored appropriately. Non-verbal cues like body language and facial expressions can influence communication. Effective communication also requires active listening skills and checking for understanding of key points.
medication Adherence defined as the act of filling a new prescription for the first time.
The extent to which the patients take medications as prescribed by the prescriber.
Barriers of patient counseling in a community pharmacy and Strategies to over...MerrinJoseph1
Second Pharm -D , Patient Counseling Barriers and Strategies to overcome the barriers-pharmacist specific barriers,patient specific barrires and system based barriers and how to overcome the barriers for effective patient counseling in a community pharmacy.
medication Adherence defined as the act of filling a new prescription for the first time.
The extent to which the patients take medications as prescribed by the prescriber.
Barriers of patient counseling in a community pharmacy and Strategies to over...MerrinJoseph1
Second Pharm -D , Patient Counseling Barriers and Strategies to overcome the barriers-pharmacist specific barriers,patient specific barrires and system based barriers and how to overcome the barriers for effective patient counseling in a community pharmacy.
Patient medication adherence, Medication adherence, Causes of medication non-adherence, Problems linked with Medication Non-adherence, Factors affecting medication adherence, Patient related factors, Social and Economic factor, Disease related factor, Health care provider related factors, Therapy related factors, pharmacist role in the medication adherence, role of pharmacist in the medication adherence, monitoring of patient medication adherence, Direct method, Indirect method
COMMUNITY PHARMACY AND MANAGEMENT – CHAPTER -1................... (1).pptSumit Tiwari
A community pharmacy, often referred to as retail pharmacy or retail drug outlets, is places where medicines are stored and dispensed, supplied or sold
It is a very important topic in healthcare. Pharmacists must be aware of few important counselling points for every medicine. Community Pharmacist must be aware of counselling.
Chapter 8_Over The Counter (OTC) Medications.pptxVinayGaikwad14
Definition, need and role of Pharmacists in OTC medication dispensing
OTC medications in India, counseling for OTC products
Self-medication and role of pharmacists in promoting the safe practices during self medication
Responding to symptoms, minor ailments, and advice for self-care in conditions
Patient counseling is a process wherein pharmacist implements face-to-face interaction with the patient to provide information, orally or in written form, on directions of use & advice on side effects to help them to use their medications appropriately
Patient Counseling is defined as providing medication information Orally or in written form to the patients or their representatives on directions of use, on side effects, precautions, storage, diet, life style modifications.
Patient medication adherence, Medication adherence, Causes of medication non-adherence, Problems linked with Medication Non-adherence, Factors affecting medication adherence, Patient related factors, Social and Economic factor, Disease related factor, Health care provider related factors, Therapy related factors, pharmacist role in the medication adherence, role of pharmacist in the medication adherence, monitoring of patient medication adherence, Direct method, Indirect method
COMMUNITY PHARMACY AND MANAGEMENT – CHAPTER -1................... (1).pptSumit Tiwari
A community pharmacy, often referred to as retail pharmacy or retail drug outlets, is places where medicines are stored and dispensed, supplied or sold
It is a very important topic in healthcare. Pharmacists must be aware of few important counselling points for every medicine. Community Pharmacist must be aware of counselling.
Chapter 8_Over The Counter (OTC) Medications.pptxVinayGaikwad14
Definition, need and role of Pharmacists in OTC medication dispensing
OTC medications in India, counseling for OTC products
Self-medication and role of pharmacists in promoting the safe practices during self medication
Responding to symptoms, minor ailments, and advice for self-care in conditions
Patient counseling is a process wherein pharmacist implements face-to-face interaction with the patient to provide information, orally or in written form, on directions of use & advice on side effects to help them to use their medications appropriately
Patient Counseling is defined as providing medication information Orally or in written form to the patients or their representatives on directions of use, on side effects, precautions, storage, diet, life style modifications.
Communication skills " the importance can not be just told"vckg1987
this presentation mainly deals with communication skills including type of communication skills and way to present yourself. its importance in medical life means how to deal with patients in different situations.
Public relations (PR) is about managing reputation. A career in PR involves gaining understanding and support for clients, as well as trying to influence opinion and behavior.
The process of curing a patient requires an approach which involves considerations beyond treating a disease. It requires several skills in a doctor along with technical expertise. Studies have shown that good communication skills in a doctor improve patient’s overall satisfaction.
Communication is the transfer of information meaningful to those involved. Interactive communication is a process that facilitates a dialogue to provide multiple opportunities to accurately interpret meaning and respond appropriately. An interactive model is similar to a discussion rather than a lecture.
For example, using an interactive model, a patient may be asked what they know about their medications. As the patient describes aspects of his or her medication therapy, the pharmacist can then respond to fill in knowledge gaps, correct misinformation and verify patient understanding, thus eliminating or minimizing misunderstandings.
Interactive communications are effective for many interpersonal situations, but are especially useful when working with patients to assure appropriate use of medications.
The availability of and rational use of medicines are critical for a successful therapeutic outcome. Though rapid developments in science and technology have led to easy understanding of etiology and pathophysiological basis of various diseases and development of new molecules, many times clinicians fail to achieve the desired therapeutic goals. One of the major reasons for this can be the patient non-compliance or partial compliance towards the prescribed treatment (World Health Organization, 2003). Patient compliance is defined as the adherence of a patient towards the prescriber‘s instructions.
It implies an understanding of how the medicine is to be used, as well as a positive behavior in which the patient is motivated sufficiently to use the prescribed treatment in the manner intended because of a perceived self-benefit and a positive outcome (e.g. enhanced quality of life and well being).
Dispensing Lab Developing Therapeutic Communication Skillsdunerafael
My answers to Developing Therapeutic Communication Skills
Dispensing Lab Manual prepared by Ms. Donnah Nahial, RPh
University of the Immaculate Conception
Father Selga Street, Davao City
How can you be sure your patients understand the health information you pass on to them? By focusing on health literacy, doctors, nurses and other clinicians can better help patients comprehend complex health information-something of critical importance given today’s transformative healthcare environment.
Effective Communication in Nursing is very essential to meet not only the expectation of patients toward Healthcare services but also to help achieve departmental or organizational goals and objectives.
Miscommunication is one of the leading causes of medical errors that may bring harm or permanent damage to patients. Emphasizing the use of effective communication in the healthcare setting lessen the occurrence of such errors.
Diss 1There are four basic types of communication that we are .docxmadlynplamondon
Diss 1
There are four basic types of communication that we are generally familiar with: aggressive, assertive-which is ideal, passive, and passive-aggressive--which can be more harmful than helpful. These are highly influenced by gender, generation, and personality. Unless we have a more serious agenda that we consider the receptivity of the listener or audience, we just communicate in our own comfortable way. This will be well received if the other conversation participant shares our views and understands the vocabulary (if we are using medical terms or regional slang). There are situations that call for a more conscientious approach to ensure a positive communication. There are times of emergency when an aggressive communication style needs to be used when anything less than an assertive message will be overlooked by a group of peers or an individual with a defiant personality. For example, “Hey you, get your damn hands off her!!” In other situations a passive approach is better when a request that is optional and can wait for the right time. “You can return that book anytime.” When advocating for patient’s rights or questioning an order that is unsafe and can be proven by evidence, persistent assertive communication is necessary. When communicating with patients and peers we should use assertiveness that shows respect and confidence for each other and in the activity. Courtesy is best by observing unique personalities that prefer either more formal, more simple and direct, or just relaxed conversational communication.
Cherry, B., & Jacob, S. R. (2019). Contemporary nursing: issues, trends, & management (8th ed.). St. Louis: Mosby.
Diss 2
As nurses it is important to develop appropriate communication techniques. Effective communication between patients and nurses is a key aspect of health care because it can prevent errors, mistakes, and misunderstandings. Nurses will find themselves in different situations where effective communication is important for example: When answering the phone call from a health care provider, and taking orders that are difficult to understand, a nurse will need to ask for clarification before hanging up the phone. Clarifying information involves both communicants to have the responsibility to clarify anything not understood. The sender or the person calling should ask for feedback to be certain the receiver is correctly interpreting what is being said. The receiver should stop the sender anytime the message becomes unclear and should provide feedback regularly so that misinterpretation can be identified quickly. This also part of the SBAR technique that is used by many health care professionals, this technique can be used to facilitate prompt and appropriate communication. This communication model has gained popularity in healthcare settings, especially amongst professions such as physicians and nursing.
References:
CHERRY, B. A. R. B. A. R. A., & Jacob, S. R. (2019). Contemporary nursing: issues, trends an ...
Effective communication in healthcare is crucial for ensuring patient safety, providing quality care, and fostering positive patient-provider relationships. Here are some key aspects of effective communication in healthcare
The prostate is an exocrine gland of the male mammalian reproductive system
It is a walnut-sized gland that forms part of the male reproductive system and is located in front of the rectum and just below the urinary bladder
Function is to store and secrete a clear, slightly alkaline fluid that constitutes 10-30% of the volume of the seminal fluid that along with the spermatozoa, constitutes semen
A healthy human prostate measures (4cm-vertical, by 3cm-horizontal, 2cm ant-post ).
It surrounds the urethra just below the urinary bladder. It has anterior, median, posterior and two lateral lobes
It’s work is regulated by androgens which are responsible for male sex characteristics
Generalised disease of the prostate due to hormonal derangement which leads to non malignant enlargement of the gland (increase in the number of epithelial cells and stromal tissue)to cause compression of the urethra leading to symptoms (LUTS
Tom Selleck Health: A Comprehensive Look at the Iconic Actor’s Wellness Journeygreendigital
Tom Selleck, an enduring figure in Hollywood. has captivated audiences for decades with his rugged charm, iconic moustache. and memorable roles in television and film. From his breakout role as Thomas Magnum in Magnum P.I. to his current portrayal of Frank Reagan in Blue Bloods. Selleck's career has spanned over 50 years. But beyond his professional achievements. fans have often been curious about Tom Selleck Health. especially as he has aged in the public eye.
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Introduction
Many have been interested in Tom Selleck health. not only because of his enduring presence on screen but also because of the challenges. and lifestyle choices he has faced and made over the years. This article delves into the various aspects of Tom Selleck health. exploring his fitness regimen, diet, mental health. and the challenges he has encountered as he ages. We'll look at how he maintains his well-being. the health issues he has faced, and his approach to ageing .
Early Life and Career
Childhood and Athletic Beginnings
Tom Selleck was born on January 29, 1945, in Detroit, Michigan, and grew up in Sherman Oaks, California. From an early age, he was involved in sports, particularly basketball. which played a significant role in his physical development. His athletic pursuits continued into college. where he attended the University of Southern California (USC) on a basketball scholarship. This early involvement in sports laid a strong foundation for his physical health and disciplined lifestyle.
Transition to Acting
Selleck's transition from an athlete to an actor came with its physical demands. His first significant role in "Magnum P.I." required him to perform various stunts and maintain a fit appearance. This role, which he played from 1980 to 1988. necessitated a rigorous fitness routine to meet the show's demands. setting the stage for his long-term commitment to health and wellness.
Fitness Regimen
Workout Routine
Tom Selleck health and fitness regimen has evolved. adapting to his changing roles and age. During his "Magnum, P.I." days. Selleck's workouts were intense and focused on building and maintaining muscle mass. His routine included weightlifting, cardiovascular exercises. and specific training for the stunts he performed on the show.
Selleck adjusted his fitness routine as he aged to suit his body's needs. Today, his workouts focus on maintaining flexibility, strength, and cardiovascular health. He incorporates low-impact exercises such as swimming, walking, and light weightlifting. This balanced approach helps him stay fit without putting undue strain on his joints and muscles.
Importance of Flexibility and Mobility
In recent years, Selleck has emphasized the importance of flexibility and mobility in his fitness regimen. Understanding the natural decline in muscle mass and joint flexibility with age. he includes stretching and yoga in his routine. These practices help prevent injuries, improve posture, and maintain mobilit
These lecture slides, by Dr Sidra Arshad, offer a quick overview of physiological basis of a normal electrocardiogram.
Learning objectives:
1. Define an electrocardiogram (ECG) and electrocardiography
2. Describe how dipoles generated by the heart produce the waveforms of the ECG
3. Describe the components of a normal electrocardiogram of a typical bipolar leads (limb II)
4. Differentiate between intervals and segments
5. Enlist some common indications for obtaining an ECG
Study Resources:
1. Chapter 11, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 9, Human Physiology - From Cells to Systems, Lauralee Sherwood, 9th edition
3. Chapter 29, Ganong’s Review of Medical Physiology, 26th edition
4. Electrocardiogram, StatPearls - https://www.ncbi.nlm.nih.gov/books/NBK549803/
5. ECG in Medical Practice by ABM Abdullah, 4th edition
6. ECG Basics, http://www.nataliescasebook.com/tag/e-c-g-basics
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdfAnujkumaranit
Artificial intelligence (AI) refers to the simulation of human intelligence processes by machines, especially computer systems. It encompasses tasks such as learning, reasoning, problem-solving, perception, and language understanding. AI technologies are revolutionizing various fields, from healthcare to finance, by enabling machines to perform tasks that typically require human intelligence.
Prix Galien International 2024 Forum ProgramLevi Shapiro
June 20, 2024, Prix Galien International and Jerusalem Ethics Forum in ROME. Detailed agenda including panels:
- ADVANCES IN CARDIOLOGY: A NEW PARADIGM IS COMING
- WOMEN’S HEALTH: FERTILITY PRESERVATION
- WHAT’S NEW IN THE TREATMENT OF INFECTIOUS,
ONCOLOGICAL AND INFLAMMATORY SKIN DISEASES?
- ARTIFICIAL INTELLIGENCE AND ETHICS
- GENE THERAPY
- BEYOND BORDERS: GLOBAL INITIATIVES FOR DEMOCRATIZING LIFE SCIENCE TECHNOLOGIES AND PROMOTING ACCESS TO HEALTHCARE
- ETHICAL CHALLENGES IN LIFE SCIENCES
- Prix Galien International Awards Ceremony
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists Saeid Safari
Preoperative Management of Patients on GLP-1 Receptor Agonists like Ozempic and Semiglutide
ASA GUIDELINE
NYSORA Guideline
2 Case Reports of Gastric Ultrasound
- Video recording of this lecture in English language: https://youtu.be/lK81BzxMqdo
- Video recording of this lecture in Arabic language: https://youtu.be/Ve4P0COk9OI
- Link to download the book free: https://nephrotube.blogspot.com/p/nephrotube-nephrology-books.html
- Link to NephroTube website: www.NephroTube.com
- Link to NephroTube social media accounts: https://nephrotube.blogspot.com/p/join-nephrotube-on-social-media.html
Ethanol (CH3CH2OH), or beverage alcohol, is a two-carbon alcohol
that is rapidly distributed in the body and brain. Ethanol alters many
neurochemical systems and has rewarding and addictive properties. It
is the oldest recreational drug and likely contributes to more morbidity,
mortality, and public health costs than all illicit drugs combined. The
5th edition of the Diagnostic and Statistical Manual of Mental Disorders
(DSM-5) integrates alcohol abuse and alcohol dependence into a single
disorder called alcohol use disorder (AUD), with mild, moderate,
and severe subclassifications (American Psychiatric Association, 2013).
In the DSM-5, all types of substance abuse and dependence have been
combined into a single substance use disorder (SUD) on a continuum
from mild to severe. A diagnosis of AUD requires that at least two of
the 11 DSM-5 behaviors be present within a 12-month period (mild
AUD: 2–3 criteria; moderate AUD: 4–5 criteria; severe AUD: 6–11 criteria).
The four main behavioral effects of AUD are impaired control over
drinking, negative social consequences, risky use, and altered physiological
effects (tolerance, withdrawal). This chapter presents an overview
of the prevalence and harmful consequences of AUD in the U.S.,
the systemic nature of the disease, neurocircuitry and stages of AUD,
comorbidities, fetal alcohol spectrum disorders, genetic risk factors, and
pharmacotherapies for AUD.
Explore natural remedies for syphilis treatment in Singapore. Discover alternative therapies, herbal remedies, and lifestyle changes that may complement conventional treatments. Learn about holistic approaches to managing syphilis symptoms and supporting overall health.
Lung Cancer: Artificial Intelligence, Synergetics, Complex System Analysis, S...Oleg Kshivets
RESULTS: Overall life span (LS) was 2252.1±1742.5 days and cumulative 5-year survival (5YS) reached 73.2%, 10 years – 64.8%, 20 years – 42.5%. 513 LCP lived more than 5 years (LS=3124.6±1525.6 days), 148 LCP – more than 10 years (LS=5054.4±1504.1 days).199 LCP died because of LC (LS=562.7±374.5 days). 5YS of LCP after bi/lobectomies was significantly superior in comparison with LCP after pneumonectomies (78.1% vs.63.7%, P=0.00001 by log-rank test). AT significantly improved 5YS (66.3% vs. 34.8%) (P=0.00000 by log-rank test) only for LCP with N1-2. Cox modeling displayed that 5YS of LCP significantly depended on: phase transition (PT) early-invasive LC in terms of synergetics, PT N0—N12, cell ratio factors (ratio between cancer cells- CC and blood cells subpopulations), G1-3, histology, glucose, AT, blood cell circuit, prothrombin index, heparin tolerance, recalcification time (P=0.000-0.038). Neural networks, genetic algorithm selection and bootstrap simulation revealed relationships between 5YS and PT early-invasive LC (rank=1), PT N0—N12 (rank=2), thrombocytes/CC (3), erythrocytes/CC (4), eosinophils/CC (5), healthy cells/CC (6), lymphocytes/CC (7), segmented neutrophils/CC (8), stick neutrophils/CC (9), monocytes/CC (10); leucocytes/CC (11). Correct prediction of 5YS was 100% by neural networks computing (area under ROC curve=1.0; error=0.0).
CONCLUSIONS: 5YS of LCP after radical procedures significantly depended on: 1) PT early-invasive cancer; 2) PT N0--N12; 3) cell ratio factors; 4) blood cell circuit; 5) biochemical factors; 6) hemostasis system; 7) AT; 8) LC characteristics; 9) LC cell dynamics; 10) surgery type: lobectomy/pneumonectomy; 11) anthropometric data. Optimal diagnosis and treatment strategies for LC are: 1) screening and early detection of LC; 2) availability of experienced thoracic surgeons because of complexity of radical procedures; 3) aggressive en block surgery and adequate lymph node dissection for completeness; 4) precise prediction; 5) adjuvant chemoimmunoradiotherapy for LCP with unfavorable prognosis.
2. To be professionally effective ,pharmacists
need to be aware of:
a) The different messages they are sending.
b) How these could be perceived
c) The messages others are sending to us
d) The ways in which we are interpreting these
messages,which may be inaccurate.
e) How to ensure that communication is
tailored to the situation and supports good
pharmacy practice and human relations.
2
4. Non-verbal communication includes
messages conveyed through body postures.
Eg:a person who is sitting with their arms and
legs crossed signals a ‘closed’ body posture
or hinders the free flow of communication.
Other non-verbal signals like looking away
,doing something else at the same time or
allowing people to interrupt you can also
signal inattention and inhibit communication.
4
5. Sometimes the non-verbal signals from
others we notice can be used to modify
communication.
Eg:a person who is appearing restless can
signal that they are uneasy and want to
change the topic or end the
communication.
In such a case action needs to be taken
,like changing the topic temporarily or
asking if they are uncomfortable.
Facial expression is an important indicator
of emotional state.
Eye-contact can indicate the level of
attention or honesty or confidence.
5
6. An effective communicator will be aware of
the exchange of non-verbal messages and
not only of other’s reactions ,but of his or
her own behaivour and impact.
Another form of non-verbal message is to
convey information through the use of
diagrams.
These could be used in place of medicines
labels for the illiterate or may demonstrate
how to administer a dosage form such as
eye drops.
6
7. It takes place using the meaning of words.
Can be spoken or written.
The meaning of words can however be altered by
the non-verbal aspects of voice tone or
emphasis.
Writing is less sensitive than spoken
language,but there are different writing styles
that can be used for different purposes and to
convey different meaning and tone.
As in spoken communication ,written materials
should be carefully composed to suit the needs
of the particular audience.
7
8. For reliable communication ,it is important to
use a language in which both parties are
fluent and comfortable.
Developing and using a professional
vocabulary as well as being familiar with
everyday terms are important facets of
clinical pharmacy education and practice.
The abbreviations and terms used for
prescribing medicines represent a specialised
type of communication,usually to the
exclusion of patients.
8
9. Two activities are principally involved in
communication: the sending and receiving of
messages.
The passive, one-way verbal process of
traditional lecturing is a relatively inefficient
communication .
Effective communication and learning are
essentially two-way,interactive processes:
both parties are actively participating in
speaking and listening and in interpreting
the meaning of communication
9
10. Developing good listening skills is important to
promote a good interactive communication and
to obtain information.
It is important that the listener maintains
undivided attention and is not distracted by
external or internal matters.
Non-verbal cues such as keeping eye contact can
indicate attention, as can nodding,or asking
questions.
If the speaker moves off the topic then it is
appropriate to politely interrupt and reintroduce
the topic from the point of deviation.
10
11. When all the messages have been received
by the patient ,it is important to
emphasise and check for correct
understanding of the main points by
summarising or stating the main points.
11
12. In pharmacy practice ,communication
frequently lasts only a few minutes.
This makes it more imporatant that the time
is used properly.
1) Introduction: establishes a connection
between those communicating.It can
promote rapport,build up trust,engage
interest and encourage open interaction.It
involves the exchange of ordinary courtesies
and general enquiries.
12
13. 2) Opening:the topic to be covered is
introduced and briefly explained.
3) Business: the main messages are delivered or
informations are obtained .
4) Reconnection: it is important that a personal
reconnection is made as a preparation for
ending the interaction.It is often helpful at
this point to make sure the patient
understands the detail and relevance of the
material and can obtain clarification.
5) Closure:during this stage non-verbal
language can play an important role in
signalling the end of a session.Concluding
courtesies will round off the encounter
positively.
13
14. All forms of professional writing require
clarity and precision.
Short sentences and paragraphs ,simple
words and sentence structure ,are among the
most important qualities of the best writing.
Words need to be chosen carefully,with
correct grammar ,easily legible handwriting
or font ,and format and structure that are
clear,accessible and effective.
14
15. Written messages require a logical
structure which may be similar to the one
suggested for verbal messages earlier.
There should be a brief and thorough
introductory summary ,outlining the
purpose of communication .
The ideas should be presented in a clear
,logical structure with sub-headings .
Lastly,a concluding summary ,repeating
the main messages should be written.
15
17. People interact best when they feel
comfortable with their surroundings ,are at
ease with and feel respected by those they
are communicating with.
Hospital wards or busy dispensary counters
are very difficult environments for effective
communication.
Clothing and presentation are also important.
A clean ,pressed ,white coat conveys the
appearance of professionalism and a link with
the medical profession.
17
18. Pharmacist-Physician Communication:
To communicate effectively, pharmacists must be
comfortable with their role on the health care
team and confident in their unique knowledge
and contributions to patient care.
Be prepared with specific questions or facts and
recommendations when initiating a patient care–
related conversation with physicians.
Stay within the pharmacist’s area of expertise.
Choose the right time and place for the
conversation.
Never interrupt a physician-patient interaction,
except in a life-threatening situation.
18
19. Do not go to an attending physician when the
question or recommendation is more
appropriate for a less senior member of the
medical team.
Do not interrupt teaching rounds with trivial
questions and observations better
communicated one to one with individual
physicians.
19
20. Pharmacists and nurses must treat one another
with respect; both professionals must realize that
they share the same goal (e.g., optimal patient
care) and are on the same patient care team.
Communication should be clear, to the point, and
timely.
An added barrier to effective pharmacist-nurse
communication is the use of the telephone as the
primary means of communication.
It is easy to be rude, either intentionally or
unintentionally, during telephone conversations.
20
21. Pharmacists on the patient care team need to update consulting
pharmacists frequently.
Consulting pharmacists should be aware that the primary team
may have more information than that documented in the patient
record; they should not make recommendations in isolation.
Inpatient patient-focused care takes place 24 hours a day, 7
days a week.
Continuity between shifts requires clear communication of
patient information, plans for the patient, and other patient
issues.
A common communication system is the exchange of patient
information during sign-out rounds or the discussion of patient
specific issues and the passing on of patient monitoring forms
and other types of written documentation between the
pharmacist leaving the service and the pharmacist assuming
responsibility for the patient.
21
22. Effective communication between
pharmacists and patients or family members
is extremely important to pharmaceutical
care.
Ineffective communication leads to confusion
and misunderstanding and may contribute to
inappropriate decisions regarding drug
therapy.
22
23. Common courtesy dictates that patients be
addressed by appropriate title (e.g., Mr., Mrs.,
Ms., Rev., Dr.).
Use the correct title by asking each patient
how he or she wants to be addressed.
The one exception to this approach is in
addressing disoriented, confused, or sedated
patients; these patients usually respond
better to their first names than to their titles.
23
24. Display a genuine respect for the patient.
Respond to the patient as a person, not a
prescription or case.
Maintain a professional relationship and avoid
exchanging personal information and
confidences with the patient.
24
25. Respect for the patient is conveyed by
acknowledging, without judgment, patient-
specific attributes that may be different from the
pharmacist’s value system or even offensive to the
pharmacist.
Attributes such as smoking, excessive drinking,
use of illicit drugs, self-destructive behaviors,
nonadherence to prescribed regimens, deficient
hygiene, and gross obesity may be offensive but
must be dealt with nonjudgmentally.
Other patientspecific traits such as beliefs in folk
physiology or use of alternative medications or
unorthodox medical treatments also must be
acknowledged without judgment.
Pharmacists also must be able to acknowledge
differences in socioeconomic backgrounds and
ethnic origins without passing judgment.
25
26. Arrange adequate time for patient interaction
and minimize interruptions from phone calls,
beepers, and other patients or health care
professionals.
Introduce yourself, obtain permission to
interact with the patient, and explain the
purpose of the interaction.
Explain who will see the information obtained
by the pharmacist and how the information
will be used.
Pharmacy students need to clearly identify
themselves as students and explain who will
see information obtained during the student-
patient interaction and the way inwhich the
information will be used (e.g., for teaching
purposes, for patient care, for research).
26
27. A. Medication History Interviews:
When health professionals are making
decisions about treatment it is important
that a complete medication history is
available.
A well-prepared ,structured approach helps
to avoid ommissions.
27
28. Following information is commonly
recorded:
Currently or recently prescribed medicines
OTC medicines
Vaccinations
Alternative or traditional remedies
Description of allergies or reactions to
medicines
Medicines found to be ineffective
28
29. B. Labelling Medicines:
All containers of medicines should be clearly
labelled to identify:
The medicine
Dosage form,number of dosage units supplied
,strength
Number of dose units to be taken at one time.
Frequency and specific precautions
The patient’s name
Date of dispensing
Batch numbers and expiry dates for non-
prescription medicines and medicines not
likely to be used immediately.
29
30. C. Patient information leaflets(PILs):
PILs are used to outline key information to
assist patients and their caregivers in the
effective and safe use of a medicine.
Where computer technology is available PILs
can be customised for individual patients or to
be prepared for groups of patients.
Following information is commonly included
1. Trade and generic names
2. Indication for which the medicine is being
taken
3. Administration advice
4. Information on the action required if a dose
is missed.
5. The common or serious side effects.
30
31. 6.Action to be taken if a side effect is
experienced.
7.Storage information
8.Name and contact details of the institution
providing the information
9.Author and date of publication
All sheets should be regularly reviewed and
updated.
When writing PILs it is important to include
all essential information without making a
document too lengthy or small.
31
32. D.Patient Medication Sheets:
When patient are taking several medicines
,handwritten or computer – generated
medication records can improve
compliance and understanding.
A tabular form will present the
information clearly.
Dose –timing can be identified as a specific
time ,meal times,or a phase of the day.
Other information such as when a
medicine should be stopped ,history of
adverse reactions experienced and
purpose of the medicine can be recorded.
32
33. E.Medication counselling for patients:
Effective patient counselling can assist
patients in using their medicines safely and
reliably.
All the principles of effective verbal
communication are important to the success
of an encounter.
The medication record can be used to focus
an interview,supported by patient information
leaflets or product demonstrations.
Before giving information,it is important to
check the patient’s level of understanding and
what they remember of their doctor’s
instruction so that the information to be
provided can be acoordingly tailored.
33
35. Physical barriers commonlyencountered in
community pharmacies include the large
countertops and display areas behind which
many pharmacists work, windows with
security bars and protective glass, drive-
through windows that isolate the pharmacist
from the patient, and the elevated pharmacy
work area that accentuates the pharmacist’s
position of authority and places the patient in
an inferior position.
35
37. Hospital and other institutional pharmacists have
fewer physical barriers to contend with but have
the additional problem of communicating with
patients who are in bed.
Patients in bed are easily intimidated by people
standing over them; interviews may be strained
or limited depending on the patient’s level of
discomfort.
One way to minimize patient discomfort is to
make sure that all conversations take place face
to face at or below the patient’s eye level.
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39. Lack of privacy is a common communication
barrier.
Although lack of privacy often is identified as a
barrier to effective communication with patients,
it also is an important barrier when
communicating with other health care
professionals.
Do not discuss or debate specific or nonspecific
patient information or health care issues in
public areas such as hallways, walkways,
elevators, cafeterias, libraries, and parking lots.
Do not discuss patient-specific information with
family or friends without the permission of the
patient.
39
40. The lack of privacy makes the voicing of
personal concerns and the exchange of
accurate and complete information difficult
for many patients.
patients may withhold potentially
embarrassing personal information or
avoid asking potentially embarrassing
questions if they think the conversation
may be overheard.
40
41. Provide as much privacy as possible. Ideally,
converse with patients and discuss patient-
specific information with other health care
professionals in private counseling or
consultation rooms.
If physically separate space is not available,
converse in a space that is as private as
possible.
In community pharmacies, converse with
patients in a corner of the pharmacy away
from the cash register, drop-off windows, and
pickup windows.
In hospitals and other institutions, create a
sense of privacy by closing the door to the
room and pulling the curtain around the bed.
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42. The telephone is an important
communication tool used to communicate
with patients, patient family members,
physicians, nurses, other pharmacists, and
other health care professionals.
Speak clearly, listen carefully, be organized,
and state facts clearly and calmly.
Those initiating the telephone conversation
should identify themselves by name and state
the purpose of the call.
42
43. Be prepared to repeat the request several
times before being connected to the right
person.
When answering telephone calls, identify
yourself and ask for the caller’s identity.
Make every effort to deal with the call
immediately; avoid putting the other
person on hold.
If you are too busy to speak with the caller
at that moment, explain the situation to
the caller immediately and arrange to call
back at a mutually convenient time rather
than placing the person on hold.
43
44. Most telephone calls are directly related to
patient care and need to be dealt with as soon
as possible.
Interruptive telephone calls should be dealt
with as unhurriedly and professionally as
possible.
Pharmacists sometimes receive telephone calls
from angry and upset patients, patient’s
family members, nurses, physicians, and other
health care professionals.
The best way to deal with these types of calls
is to stay calm, listen to what the person has
to say, clarify the issue, and then handle the
problem as professionally as possible.
44
45. A. Antagonistic Patients:
Antagonistic patients do not want to be bothered
with medication histories, interviews, or other
pharmacist-patient interactions.
The natural response to these patients is to leave
them alone and avoid them if possible or to become
angry or patronizing.
The best way to deal with such patients is to be as
professional and direct as possible.
These patients may be frightened or simply fed
upwith the entire health care system; therefore
clarification of the purpose of and reasons for the
interaction and the ways in which the information
obtained from the interaction are used may be
helpful.
45
46. Chronically ill patients present unique
communication challenges.
Chronically ill patients may be sophisticated
and/or demanding health care consumers.
Some chronically ill patients know more about
the management of their disease than many
health care professionals; this situation may be
threatening for the pharmacist.
Some chronically ill patients may be completely
disillusioned by repeated unsatisfactory
interactions with the health care system and may
be bitter, cynical, and difficult to engage in
conversation.
46
47. The intensive care unit is a highly
depersonalizing environment.
Patients have little privacy or sense of control.
Patients are surrounded by high-tech equipment
and may be sleep deprived, drowsy from pain
medication, or uncomfortable from procedures,
tests, or surgery.
This environment makes it difficult to relate to
the patient as a person.
Nevertheless, it is important to communicate
directly with the patient.
47
48. Never assume that the patient cannot hear or
comprehend what is said in her or his presence.
Make eye contact with the patient.
Endotracheal intubation renders patients mute,
but do not assume that intubated patients cannot
communicate.
Intubated patients can respond to yes/no
questions by blinking their eyes or raising an
arm.
Acknowledge and communicate directly with the
patient’s family and friends, who may be very
anxious or frustrated.
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49. Talk with the patient about his or her beliefs
and work to integrate the patient’s beliefs
into the prescribed regimen.
49
50. Elderly patients may have impaired hearing
and vision.
The hearing loss associated with aging is
characterized by loss of ability to distinguish
between high-frequency sounds, which
makes it difficult for patients to differentiate
conversational tones from background
noises.
Take the time to engage elderly patients in
unhurried conversation.
Speak slowly and distinctly.
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51. Treat elderly patients with respect.
Do not assume that every elderly person
has impaired hearing.
Speak directly to the patient and do not
assume that the patient is incompetent or
that the person accompanying the patient
is a caregiver or guardian.
Use large-print labels and printed
materials and reinforce written information
with verbal communication.
Touching the patient lightly on the arm or
shoulder may reassure the patient and
reinforce the context of the conversation.
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52. Hard-to-reach patients include those of low
socioeconomic status, minorities, and
illiterate persons.
They may have little knowledge about health
care in general and their own health in
particular and may have different coping
mechanisms and expectations.
Help illiterate patients organize complex
medication regimens by using different-sized
bottles for each medication or color-coding
the labels.
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53. Be sensitive to the cost of medications and
the ability of the patient to pay for the
medication.
Low-income elderly patients in particular
may be too embarrassed to ask about the
cost of medications and may accept
expensive medications they cannot afford.
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54. Communicate as clearly as possible with
hearing impaired patients.
Verbalize slowly and distinctly; minimize
background noise.
Face patients who can read lips and avoid
turning away from the patients during the
conversation.
Written communication may be necessary for
two-way communication.
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55. communicate clearly and directly with the
patient’s caregiver.
Many degrees of mental retardation are
possible; be flexible enough to assess the
level to which each patient can participate
and communicate appropriately for each
situation.
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56. Noncommunicative patients never volunteer
information or express much interest in
anything anyone has to say.
These patients answer all questions with
unenthusiastic yes/no responses.
To facilitate communication, get the patient
talking about any topic and then ask simple,
open-ended questions that will provide at
least some of the information being sought
during the interaction.
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57. Overly communicative patients digress
when asked even simple direct questions.
Pharmacists eventually obtain the
information being sought, but only after
investing a lot of time in the interview.
The best way to deal with this type of
patient is to take firm control of the
conversation from the start and redirect
the patient when he or she wanders off the
subject.
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58. Communicate directly with the pediatric
patient as well as with the parent or guardian.
information must be age appropriate.
In-depth information exchange is appropriate
for many preteens and teenagers.
Direct communication with preteens and
teenagers who have chronic disease for which
they follow long-term medication regimens is
especially important.
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59. The best way to develop professional
communication skills is through intelligent
observation and regular practice and
discussion with colleagues.
As competence develops ,a pharmacist can
move from taking medication histories to
providing medication counselling under
supervision for a limited and then an
increasing range of medicines.
This approach helps develops skills and
confidence and also protects patients
59