Health Communication and Health Literacy Flashcards
What are the 5 steps to patient centered care?
Collect, Assess, Plan, Implement, Follow-up/Monitor and Evaluate
Describe the Kübler-Ross
Stages of Grief and how it applies to chronic illness.
- Diagnosis: Grieving begins
- Initial Coping
- Long-term coping
- Grieving revisted
Common emotions associated with the Kübler-Ross
Stages of Grief.
Shock, Fear, Anxiety, Denial, Anger, Guilt, Bargaining, Depression, Acceptance
What are factors that influence the experience of illness?
- Stages of life
- Culture
- Onset, Course, Outcome and Interruption, Intrusiveness, Immersion
- Provider Interaction
- Previous Experience and coping practices
- Social support
Why is the caregiver sometimes considered the second patient?
- Activities of daily living (ADLs)
- Instrumental activities of daily living (IADLs)
- Monitoring health
- Communicating with providers
- Advocating for the loved one
What is literacy?
Verbal, Print, Numeracy
What does a good understanding of health literacy allow you to do?
Make decisions based on obtained information that is interpreted and understood.
What are the health literacy rates in the United States?
- Below basic 14%
- Basic 22%
- Proficient 12%
- Intermediate 52%
What are the signs of limited literacy?
- Excuses
- Length of time to complete forms
- Inappropriate answers or blanks on forms
- Does not turn paper right side up
- Frequent errors
- Missed appointments
- Nonverbal behaviors
What is best practice when interacting with patients?
- Identify 1-3 key points
- Limit amount of information at each interaction
- Identify the most important or relevant points the patient needs to know or activities to be performed
- Reinforce or repeat key points throughout patient interactions
Good Questions:
1. What is the main problem?
2. What does the patient need to do?
3. Why is it important for the patient to do this?
What is a good metric to use to assess readability?
Flesch-Kincaid: Readability
We want to be at a 5th-8th grade reading level
What words should we stay away from as a pharmacist?
- A diabetic vs “A person with diabetes”
- “That’s crazy” or using similar types of terms
How do you build rapport with a patient?
- Focus on the patient and listen
- Avoid quickly fixing the problem
- Use reflective listening and supportive communication strategies
- Avoid non-supportive communication
- Aware of non-verbal communication
- Use more open ended questions
What is empathy?
- Identifying with the patient’s experience
- Do not need to have had the same experiences as the patient to show or feel empathy.
What are some examples of non-supportive responses?
Judging or Disagreeing
* You shouldn’t feel that way
* You need to take the medication as prescribed
* Yes, but…
Reassuring or Placating
* It’s going to be okay
* I understand…
Generalizing
* Everyone experiences this….
Advice
* Offer an immediate suggeestion
* Give education without addressing patient concerns
Distracting
* Changing subject
* Asking questions rather than addressing patient concerns
