Written and verbal communication Flashcards
1
Q
What are the different patient groups (8)
A
- Children
- Elderly
- Patients who are not ill e.g. pregnant −‘client’ or ‘service-user’
- Learning disabilities
- Hearing difficulties
- Sight difficulties
- First language is not English
- Expert patients
2
Q
What might pharmacists have to communicate about (4)
A
- Medicines ‒ prescribed and over-the-counter; prescribing
- Minor ailments e.g. head lice
- Health promotion e.g. smoking cessation
- Health protection e.g. antibiotic resistance
3
Q
Who is a part of the pharmacy team (4)
A
- Pharmacy technician
- Accredited checking technician
- Dispensing assistants
- Medicines counter assistants
4
Q
How might a pharmacist communicate to the pharmacy team (4)
A
- Training
- Appraising
- Managing
- Supervising
5
Q
How are messages communicated (3)
A
- Body language - 55%
- Tone of voice - 38%
- Words - 7%
6
Q
What are the physical barriers to communication (7)
A
- Environment e.g. distancing
- Appearance e.g. professional dress
- Speech difficulties
- Deafness
- Poor sight
- Poor cognitive skills
- Language barrier
7
Q
What are emotional barriers to communication (5)
A
- Perceptions e.g. making assumptions
- Prejudice (unconscious)
- Fear
- Aggression
- Threat e.g. other health care professionals
8
Q
What are the basic skills for effective communication (6)
A
- Opening − builds rapport
- Questioning
- Listening
- Reflecting
- Explaining
- Closing − check patient understanding, any questions
9
Q
What are open questions (3)
A
- Allows for a full response
- Used to find out more information
- e.g. ‘What are the main reasons you smoke?’
10
Q
What are closed questions (3)
A
- Answered with a ‘yes/no’
- Can sometimes be limiting
- useful for specific information
11
Q
What are leading questions (2)
A
- Lead to an expected response
- ‘What will you miss most about smoking’
12
Q
What is active listening (4)
A
- Active listening involves verbal and non-verbal aspects
- Understand the words and associated emotions and feelings
- Listen to what is said – Give your full attention
- Look at how it is said – Body language, Facial expression, Tone of voice
13
Q
What is reflecting (2)
A
- Paraphrasing what the client has said
- e.g. ‘Let’s just make sure I’ve understood what’s going on here…’
14
Q
What is explaining (3)
A
- Explaining why the medication will help
- Explain the type of medication
- Explain how to use the medication
15
Q
What is effective non-verbal communication (5)
A
- Facial expression – open, friendly, smiling, relaxes patients
- Eyes – good eye contact shows attentiveness and interest
- Arms – uncrossed shows not defensive
- Body position – leaning forward slightly shows interest and listening
- Head – occasional nodding provides reassurance and encouragement
16
Q
Why use written information (4)
A
- Most people will forget some information
- Many people do not understand what they have been told
- Take away and read at own pace
- Supplements spoken information and instructions – it does not replace it
17
Q
What are general point to remember about communication (6)
A
- Patients range in their ability to understand
- Levels of adult literacy in UK are poor – 15% cannot read / write English to GCSE standard, English may be a second / third language
- Complex words more likely to confuse than impress
- Long words can be challenging and lead to fear
- Hard to understand poor spelling or grammar
- Patients may be embarrassed to admit literacy issues
18
Q
What types of written communication do pharmacists deal with (9)
A
- Written information about a medicine
- Written information about medicinal products to patients and other health care professionals
- letters
- newsletters
- websites
- apps
- training material
- reports, etc…
- Written information about health and wellbeing
19
Q
What are PILs (2)
A
- Patient information leaflets
- a legal requirement for ALL medicines, supplied in Retail outlet, Pharmacy, Prescription
20
Q
What is the purpose of PILs (5)
A
- Informed about medicine and medical condition
- Participate fully in decisions around medicines-taking
- Reassure them about their concerns
- Help identify problems
- Only written information many patients have about their medicines
21
Q
What medicinal information is included on PILs (8)
A
- Name, active substance(s), form, strength
- Licensed indications
- Necessary information before taking the medicine
- How to take or use medicine
- Side effect
- Contraindications
- Interactions
- Storage information
22
Q
What disease information is included on PILs (5)
A
- Explain the condition and its cause
- Types of people affected
- Overview of treatment
- Lifestyle changes
- Long-term view
23
Q
What are important feature of a good PIL (4)
A
- Attractive presentation
- Clear and concise language ‒ no jargon
- Descriptions of side effects – Short bullet points, Group by seriousness, Clear information on when to take urgent action
- Involve the patient in PIL development!
