A2 Communication skills Flashcards
1
Q
who do pharmacists communicate with?
A
- colleagues
- patients
- other healthcare professionals
- family members of patient
2
Q
why do we need to communicate well in pharmacy?
A
- make patients feel comfortable
- ensure patients are well informed on how and when to take medicines
- cooperate with other healthcare professionals
- may need to persuade that treatment is beneficial
- may need to persuade people to change lifestyle
- listen to worries and problems
3
Q
what are the 4 zones of personal space?
A
- intimate
- personal
- social
- public
4
Q
describe the benefits of eye contact in communication and how it should be used
A
- indicates mutual attention
- involvement in the interaction
- looking away indicates boredom or embarrassment
- greater in listening rather than speaking
- adjust gaze levels (increase to persuade)
5
Q
state some barriers to active listening
A
- time pressures
- slow speaking patient
- making notes
- language spoken / understood
- patient with communication difficulties
- telephone conversations
6
Q
state advantages of telephone communication
A
- easier to reach patient without physically going
- patient convenience
- shorter conversations
- may be easier to take control of conversation
7
Q
state disadvantages of telephone communication
A
- are you talking to the correct person?
- can be more difficult to establish rapport
- no facial / physical communication
- may not have person’s full attention
8
Q
how to open the conversation with patient over telephone
A
- identify yourself clearly
- identify who you’re speaking to
- state the purpose of the phone call
9
Q
how to demonstrate patient-centred communication
A
- respect patient perspectives
- effective communication
- inform and involve
- engage, educate, empower
- support in a dignified manner
- coordinated integrated care
