Lecture 11: Communication In Cultural Competenece Flashcards
What are some examples of cultures recognised by the pharmacy council?
Religion Age Physical or mental impairments Socioeconomicalposition Sexual orientation Gender Race Ethnicity Organisational culture
What is culture?
This is the sum total of ways of living built up by a group of human beings and transmitted from one generation to another.
Culture is learned and acts as a template which shapes our behaviour and beliefs from generation to generation
How is culture relevant to pharmacy?
Competence standard 1 states the registered pharmacists and interns must practice pharmacy in a culturally competent manner
Applies to all pharmacists regardless of their area of practice
Goes beyond an awareness of our sensitivity to another culture to include the ability to use that knowledge in cross-cultural situations
What is cultural competence?
The ability to interact respectfully and effectively with persons from a background which is different from your own
What are the benefits of practicing pharmacy in a culturally competent manner?
Enhances pharmacist patient relationship
Encourages collaborative management of patients illness
Has the potential to improve patient health outcomes
Potential to save health system money
Potential to reduce disparities in health as what patient thinks and believes is very important
What is the journey towards cultural competence?
This is the building of cultural knowledge without reverting to stereotyping. It includes the following steps:
Valuing differences Engaging in self evaluation Understanding dynamics of relationships and communication Building cultural knowledge Adapting practices,
(The last two steps repeat)
What is a culturally competent pharmacist like?
Skilled in selecting and using culturally sensitive intervention strategies to get the message across and be heard
They have the ability to use, send and interpret a variety of communication skills including verbal and non verbal.
What is the purpose of a culturally competent pharmacist?
To facilitate the pharmacist client interaction
What is phatic conversation?
Ice break conversation
It is a non threatening way to start off theraction.
It is speech which promotes human warmth
How does technology affect the way we communicate?
Technology has facilitated communication, but has also provided areas in which can provide barriers. E.g. Sometimes speaking over the telephone instructions can be heard wrong, you dont have the option of showing them what you mean because they are not physically in the store
You cannot assess their nonverbal communication
What are some general communication strategies to cultural competence?
Listen to what is actually being said
Use reflective techniques
Ask questions to check that you have understood correctly.
Be aware of different ways of communicating and any barriers to communication that exist
Recognise cultural differences in spoken and non spoken communication styles and concepts with cultural differences e,g, family, time and social organisation
Be flexible enough to alter your method or manner of communication if necessary
Avoid culturally insensitive language and beahvrious. Reflect back on conversations to monitor these
Be open minded to understand and consider different beliefs and views on the same situation
Avoid stereotyping but do use generalisations as a starting point to inform questions
Why do pharmacists need to use these general communication strategies?
It is the pharmacists job to adapt to the patient, not the other way round
What is the difference between generalising and stereotyping?
We can use generalisations as a starting point to inform questions when dealing with patients in a culturally competent manner, however if we do not ask the patient first, and simply assuming, then we are stereotyping and we shouldnt be doing this.
How do you deal with pronounciation? E,g, of names,
If you are unsure of the correct way to pronounce names and other words ask
How can pharmacists manage language barriers?
It is a legal requirement and a professional obligation that pharmacists are able to communicate verbal and written info fit for the receiver in order to facilitate optimal health outcomes for all pharmacy service users,
We can use language line,
Primary health care interpreting services
