Communication Skills in Pharmacy Practice: A Practical Guide for Students and Practitioners Book

Preface     xi
Patient-Centered Communication in Pharmacy Practice     1
Overview     1
Introduction     1
Pharmacists' Responsibility in Patient Care     2
Importance of Communication in Meeting Your Patient Care Responsibilities     3
What is Patient-Centered Care?     4
Understanding Medication Use from the Patient Perspective     4
Encouraging a More Active Patient Role in Therapeutic Monitoring     5
A Patient-Centered View of the Medication Use Process     6
Summary     9
Review Questions     9
References     9
Principles and Elements of Interpersonal Communication     12
Overview     12
Setting the Stage     12
Components of the Interpersonal Communication Model     13
Personal Responsibilities in the Communication Model     16
In Search of the Meaning of the Message     17
Importance of Perception in Communication     22
Summary     25
Review Questions     26
Review Cases     26
References     27
Suggested Readings     27
Nonverbal Communication     28
Overview     28
Nonverbal versus Verbal Communication     28
Elements of Nonverbal Communication     29
Distracting Nonverbal Communication     32
Detecting Nonverbal Cues in Others     34
Dealing with Sensitive Issues     34
Overcoming Distracting Nonverbal Factors     35
Summary     36
Review Questions     37
References     37
Barriers to Communication     38
Overview     38
Introduction     38
Environmental Barriers     39
Personal Barriers     43
Administrative Barriers     47
Time Barriers     48
Summary     49
Review Questions     49
References     49
Listening and Empathic Responding     50
Overview     50
Listening Well     50
Empathic Responding     52
Attitudes Underlying Empathy     60
Nonverbal Aspects of Empathy     62
Problems in Establishing Helping Relationships     63
Summary     65
Review Questions     65
References     65
Suggested Readings      66
Assertiveness     87
Overview     67
Beginning Exercise     67
Defining Assertiveness     68
Theoretical Foundations     70
Assertiveness Techniques     71
Assertiveness and Patients     74
Assertiveness and Other Health Care Professionals     75
Assertiveness and Employees     77
Assertiveness and Employers     79
Assertiveness and Colleagues     82
Summary     83
Review Questions     84
Review Cases     84
References     84
Interviewing and Assessment     86
Overview     86
Introduction     86
Components of an Effective Interview     87
Interviewing as a Process     92
Interviewing in Pharmacy Practice     96
Interviewing and Patient-Reported Outcomes     100
Documenting Interview Information     102
Interviewing Using the Telephone     103
Summary     104
Review Questions     105
References     105
Suggested Readings     105
Helping Patients Manage Therapeutic Regimens     106
Overview      106
Introduction     106
False Assumptions About Patient Understanding and Medication Adherence     108
Techniques to Improve Patient Understanding     110
Techniques to Establish New Behaviors     111
Techniques to Facilitate Behavior Change     113
Theoretical Foundations Supporting Behavior Change     114
Applying Motivational Interviewing Principles and Strategies     119
Summary     124
Review Questions     130
References     131
Medication Safety and Communication Skills     133
Overview     133
Introduction to Medication Safety Issues     134
Types of Errors: Possible Causes and Potential Solutions     135
General Strategies to Enhance Patient Safety     140
When Errors Occur     143
Summary     146
Review Questions     146
References     146
Suggested Readings     146
Strategies to Meet Specific Needs     148
Overview     148
Introduction     148
Older Adults     149
Communication Impairments     150
Patients with Disabilities     153
Terminally Ill Patients     155
Patients with HIV or AIDS     157
Patients with Mental Health Problems     157
Suicidal Patients     159
Patients with Low Health Literacy     161
Cultural Competence     162
Caregivers     163
Summary     164
Review Questions     164
Review Cases     165
References     168
Suggested Readings     168
Relevant Websites     168
Communicating with Children About Medicines     169
Overview     169
Need for Educating Children and Their Parents About Medicines     169
Importance of Using a Patient-Centered Interaction Style     171
Understanding the Cognitive Developmental Level of a Child     172
General Principles for Communicating with and Empowering Children     174
Toddlers and Preschool Children     174
School-Age Children     176
Adolescents     176
Summary     177
Review Questions     178
Review Exercise     178
References     178
Communication Skills and Interprofessional Collaboration     180
Overview      180
Pharmacist Roles in Collaborative Medication Therapy Management     182
Barriers and Facilitators to Collaborative Partnerships     184
Initial Steps to Developing Collaborative Arrangements     187
Building Trust: The Cornerstone to Successful Collaborative Arrangements     188
Using Communication Skills to Enhance Collaborative Relationships     190
Six Critical Behaviors Within Collaborative Partnerships     191
Summary     193
Review Questions     194
References     194
Suggested Readings     195
Electronic Communication in Health Care     196
Overview     196
Introduction     197
Use of the Internet     198
Use of E-mail in Society     198
Patient-Provider Use of Electronic Communication     199
Interprofessional Use of Electronic Communication     202
Patient Privacy and System Security Issues     203
Liability and the Therapeutic Relationship     205
Establishing Pharmaceutical Care Services Using Electronic Communication     206
Composing and Managing E-mail Messages     207
Summary     208
Review Questions     209
References      209
Ethical Behavior when Communicating Patients     212
Overview     212
Ethical Patient Care     212
A Pharmacy Code of Conduct for a Modern World     214
Seven Key Principles Guiding Ethical Conduct     215
How Pharmacists Can Resolve Ethical Dilemmas     224
Analyzing Patient Cases     225
Contemporary Topics in Pharmacy Care     228
Summary     232
Review Questions     232
References     232
Index     235