Communication 1

Question 1

What are the different ways we can communicate with another person?

Answer 1

Body language
Writing
Internet
Sign language
Facial expressions
Text messages

Question 2

Why do we need to communicate with different types of people as a pharmacist

Answer 2

a patient knows how to take their medication properly
Simplify medical jargon
To be able to give the correct instructions to a carer if there is a child taking medication
So the patient understands how to take their medication
Pharmacy can be seen as a safe place
Pharmacists often work with vulnerable
To avoid miscommunication (hospital pharmacists)
Pharmacist may need to speak to doctors to discuss medication
Dentists – issues with dental prescriptions

Question 3

Why do we need to be good at communication?

Answer 3

GPhC Standards for pharmacy professionals – Standard 3 – Pharmacy professionals must communicate effectively:
Essential to the delivery of patient-centred care and working in partnership with others
Ask questions and listen carefully to the responses, to understand the person’s needs and come to a shared decision about the care they provide
Check the person has understood the information they have been given

Question 4

What is patient-centred care?

Answer 4

Means putting the patient at the centre of all decisions about their healthcare
Patient and HCP working together with less telling and more listening to make a shared decision about the patient’s care

Question 5

Why is it important to the patient ? Why do we need to be good at this?

Answer 5

Make patients feel comfortable
Provides information to the patient
Helps them to take their medicines correctly.

Question 6

Body language

Answer 6

Is the unconscious and conscious transmission and interpretation of feelings, attitudes and moods through:
Body posture, movement, physical state, position and relationship to other bodies, objects and surroundings
Facial expression and eye movement
Closed body language – feeling uncomfortable
Open body language – relaxed, patient is at ease and rapport is built

Question 7

Calgary Cambridge Model

Answer 7

Initiating the session
Gathering information
Physical examination
explanation and planning
Closing the session

Question 8

what is sign posting

Answer 8

send people to other services (services you offer)

Question 9

what is safety netting

Answer 9

telling your patient what to expect

Question 10

The BARD model

Answer 10

Behaviour
key is for the pharmacist to choose the most appropriate behaviour with each patient in front of them. Humour not always appropriate!
Aims
it is important for the aims of a consultation to be clear in order to help the pharmacist and the patient to head in the right direction.
Room
he consultation will be affected by the environment in which the pharmacist works – a consultation room is more private than out in the pharmacy
Dialogue
one of voice, what you say, language, the ability to confront or challenge needs thought.

Question 11

Pendletons framework

Answer 11

1. Discover the reason for attendance
2. Consider other problems
3. Choose an appropriate action
4. Achieve a shared understanding
5. Involve the patient in management
6. Use time and resources appropriately
7. Establish or maintain a relationship