Interpersonal Communication Flashcards
5 Mode Components
Sender Receiver Message Feedback Barriers
5 Communication Barriers
Time Administrative/Financial Personal Patient Environment
Examples of Environmental Barriers. How to overcome them?
Counter height, noisy-talking & music, crowded, drive-thru windows
Discover which barriers exist and view it from patient’s perspective of pharmacy services.
Example of Personal Barriers. How to overcome them?
- Lack of confidence – practice & obtain constructive criticism and positive reinforcement
- Shyness – systematic desensitization
- Dysfunctional internal monologue – recognize & block
- Lack of objectivity – refer to other professionals
- Cultural competence – don’t stereotype
- Discomfort in sensitive situations – relax & be yourself
- Negative perceptions about value of patient interactions
Example of Patient Barriers
Perception of pharmacist, health care providers, patient’s condition
Example of Administrative/Financial Barriers
Patient counseling is often not a reimbursable service. Pharmacies only paid for dispensing.
Example of Time Barriers. How to overcome?
Patient is busy, tired, not in the right frame of mind. Pharmacist is busy.
Highlight drug information sheets and offer phone call when they’re more settled.
Importance of Patient-Centered Care?
Establishes ongoing relationship, provides exchange of information, encourages patient sharing of therapy experience
Purpose of PPC?
1) Achieve mutual agreed upon goals for therapy that improves your patient’s quality of life.
2) Ensures patient understanding of their treatment for safe and appropriate use.
5 Dimensions of PCC
1) Psychological & social
2) “Patient as a person”
3) share Power and responsibility
4) “Patient alliance”
5) awareness of Patient unintended effects
PCC for Pharmacists
1) care plans that are patient-specific & evidence-based
2) collaboration with other health professions for a team approach to patient care
3) provide drug information
4) carry out duties in accordance with legal, ethical, social, economic, and professional guidelines
5) maintain professional competence – keep up-to-date with products, issues, etc.
How do you give the appropriate responses?
Listening, feedback, empathetic responses
What is Empathy?
putting yourself in another’s shoes
What are the non-verbal aspects of empathy?
establish eye contact, leaning forward, removing physical barriers, relaxed posture, head nods, encouragement to talk, establish sense of privacy-move over
Describe Perception in professional communication.
People assign meanings to verbal & non-verbal messages based on their perceptions of:
1) what they believe the intended meaning of the message is
2) individual sending the message
