Communication Skills in Pharmacy Practice

Description:

Newly focused on the practical communications skills student pharmacists need for effective practice, this updated Seventh Edition—now in full color— reflects new ACPE standards, including up-to-date coverage of the PPCP model, co-curricular experiences, interprofessional interaction and collaboration, and professional development. Practical, easy-to-use, and packed with relevant case studies and coverage of the latest advances in the field, this edition is ideal for the foundational course and pre-experiential training.

Table of Contents:

1 Patient-Centered Communication in Pharmacy Practice

Overview

Introduction

What Is Patient-Centered Care?

Pharmacists’ Responsibility in Patient Care and the Pharmacists’ Patient Care Process

Importance of Communication in Meeting Your Patient Care Responsibilities

Encouraging a More Active Patient Role in Therapeutic Monitoring

A Patient-Centered View of the Medication Use Process

Summary

Review Questions

Review Cases

References

2 Principles and Elements of Interpersonal Communication

Overview

Setting the Stage

Components of the Interpersonal Communication Model

Personal Responsibilities in the Communication Model

In Search of the Meaning of the Message

Importance of Perception in Communication

Summary

Review Questions

Review Cases

References

3 Nonverbal Communication

Overview

Nonverbal Versus Verbal Communication

Elements of Nonverbal Communication

Distracting Nonverbal Communication

Detecting Nonverbal Cues in Others

The Importance of Nonverbal Communication in Health Care Encounters

Overcoming Distracting Nonverbal Factors

Summary

Review Questions

Review Cases

References

4 Barriers to Communication

Overview

Introduction

Environmental Barriers

Personal Barriers

Administrative Barriers

Time Barriers

Summary

Review Questions

Review Cases

References

5 Listening and Empathic Responding

Overview

Listening Well

Empathic Responding

Empathy and Effective Communication

Attitudes Underlying Empathy

Nonverbal Aspects of Empathy

Problems in Establishing Helping Relationships

Knowing When to Refer

Summary

Review Questions

References

6 Assertiveness

Overview

Beginning Exercise

Defining Assertiveness

Theoretical Foundations

Assertiveness Techniques

Assertiveness and Patients

Assertiveness and Other Health Care Professionals

Assertiveness and Employees

Assertiveness and Employers

Assertiveness and Colleagues

Summary

Review Questions

Review Cases

References

7 Interviewing and Assessment

Overview

Introduction

Components of an Effective Interview

Interviewing as a Process

Interviewing in Pharmacy Practice

Interviewing and Patient-Reported Outcomes

Documenting Interview Information

Interviewing Using the Telephone

Summary

Review Questions

References

8 Helping Patients Manage Therapeutic Regimens

Overview

Introduction

False Assumptions about Patient Understanding and Medication Adherence

Techniques to Improve Patient Understanding

Techniques to Establish New Behaviors

Techniques to Facilitate Behavior Change

Theoretical Foundations Supporting Behavior Change

Applying Motivational Interviewing Principles and Strategies

Summary

Review Questions

References

9 Medication Safety and Communication Skills

Overview

Introduction to Medication Safety Issues

Types of Errors: Possible Causes and Potential Solutions

General Strategies to Enhance Patient Safety

When Errors Occur

Summary

Review Questions

References

10 Strategies to Meet Specific Needs

Overview

Introduction

Older Adults

Patients with Disabilities

Patients with Terminal Illnesses

Patients with Sexually Transmitted Infections

Patients with Mental Health Problems

Patients Who Are Suicidal

Patients with Low Health Literacy

Cultural Competence

Caregivers

Summary

Review Questions

Review Cases

References

11 Communicating with Children about Medicines

Overview

Importance of Using a Patient-Centered Interaction Style

Understanding the Cognitive Developmental Level of a Child

General Principles for Communicating with and Empowering Children

What Children Want to Know about Their Medicines

Barriers and Facilitators to Counseling Children and Parents in a Pharmacy Setting

Summary

Review Questions

Review Exercise

References

12 Interprofessional Collaboration and Effective Communication Skills

Overview

Pharmacists’ Roles in Collaborative Patient Care

Barriers and Facilitators to Collaboration

Interprofessional Collaborative Competencies

How to Develop Collaborative Arrangements

Building Trust: The Cornerstone to Successful Collaborative Arrangements

Using Communication Skills to Enhance Collaborative Relationships

Five Critical Behaviors Within Collaborative Partnerships

Collaboration and the Patient-Centered Medical Home

Summary

Review Questions

Review Cases

References

13 Digital Communication in Health Care

Overview

Introduction

Foundations of Internet-Based Communication

Pharmacist Use of Social Media

Patient–Provider Communication

Interprofessional Use of Digital Communication

Trending and Future Digital Communication Issues

Guidelines for Digital Communications

Summary

Review Questions

References

14 Ethical Behavior When Communicating with Patients

Overview

Ethical Patient Care

A Pharmacy Code of Conduct for a Modern World

The Pharmacists’ Code of Ethics

Key Principles Guiding Ethical Conduct

How Can Pharmacists Resolve Ethical Dilemmas?

Analyzing Patient Cases

Exploring a Contemporary Ethical Issue

Discussion

Summary

Review Questions

References

Index