Lec 9- Handling challenging interactions Flashcards
1
Q
What is a challenging interaction?
A
- Client is not willing or able to be cooperative
- Situation elicits strong emotions from the client or pharmacist
- Tests professionalism of the pharmacist
- Pharmacists must be emotionally competent and socially skilled
2
Q
How do challenging interactions arise?
A
- Environment is unsuitable- physical and sociopolitical
- Time constraints
- Issues related to developmental stages in the lifecycle
- clients may have strong emotions- distressed, angry, demanding
- clients may have medical problems (confusion, psychiatric condition)
- Cultural considerations
3
Q
How to deal with clients with strong emotions?
A
- Acknowledge it
- Negotiate to explore it if appropriate- is this the time and place? will it help?
- Only explore enough to do your job and ensure safety
- Take it seriously but not personally
- Safety is always the bottom line
4
Q
What to do when client is angry?
A
- Acknowledge the anger
- Check how intense it is
- Explore the reasons why- without defensiveness
- Screen for underlying reasons
- Client calmer-> more forwards in interaction
- If not, perhaps its past or present experiences provoking anger
- If intense, consider psychiatric reasons
- if anger escalates-> set limits and get help
5
Q
What to do when client is in tears?
A
- Acknowledge the tears
- Check how intense the emotion is
- Explore the reasons why- without prying
- Screen for underlying reasons
- Client calmer-> move forward in the interaction
- If not. then might be other past or present experiences provoking the emotion
- If intense, consider psychiatry reasons
- If emotion escalates then get help/support- is there someone I can call? Ensure safety at all times
6
Q
What to do with drug seekers?
A
- Set clear limits
- Give rationale- safety reasons, legal and ethical obligations
- Take action if they don’t leave
- Report problems
- Seek advice and support for yourself
- Debrief with a senior colleague
7
Q
What to do with clients with confusion or psychiatric disorders?
A
- Recognise your own anxiety
- Check who are the care-givers- often need to work with family members or caregivers around medication compliance with patient consent
- Set limits- ask for help if you are concerned about safety
8
Q
How to deal with clients from a different culture?
A
- Greetings
- Check mutual understanding
- ESOL- slow down, use pictures, ask questions in many ways, rephrase, repeat instructions, verify understanding, don’t guess meanings of words
- Use of interpreters- staff, family and trained interpreters
- Don’t make assumptions- mealtimes can vary widely affection medication