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



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


In pharmacy practice, you are responsible not only for preparing medications but also for counseling patients and advocating on their behalf. With the Fifth Edition of Communication Skills in Pharmacy Practice you can learn the principles, skills and practices that are essential in developing a foundation of clear communication and trust between you, your patients, and other health care providers. This text's logical organization takes you from theory and basic principles to practical skills development to the application of these skills in everyday encounters. Sample dialogues show you how effective communication works, and practical exercises fine-tune your communication skills in dealing with a variety of common scenarios as well as sensitive situations that arise in pharmacy practice.

Table of Contents

Prefacep. xi
Patient-Centered Communication in Pharmacy Practicep. 1
Overviewp. 1
Introductionp. 1
Pharmacists' Responsibility in Patient Carep. 2
Importance of Communication in Meeting Your Patient Care Responsibilitiesp. 3
What is Patient-Centered Care?p. 4
Understanding Medication Use from the Patient Perspectivep. 4
Encouraging a More Active Patient Role in Therapeutic Monitoringp. 5
A Patient-Centered View of the Medication Use Processp. 6
Summaryp. 9
Review Questionsp. 9
Referencesp. 9
Principles and Elements of Interpersonal Communicationp. 12
Overviewp. 12
Setting the Stagep. 12
Components of the Interpersonal Communication Modelp. 13
Personal Responsibilities in the Communication Modelp. 16
In Search of the Meaning of the Messagep. 17
Importance of Perception in Communicationp. 22
Summaryp. 25
Review Questionsp. 26
Review Casesp. 26
Referencesp. 27
Suggested Readingsp. 27
Nonverbal Communicationp. 28
Overviewp. 28
Nonverbal versus Verbal Communicationp. 28
Elements of Nonverbal Communicationp. 29
Distracting Nonverbal Communicationp. 32
Detecting Nonverbal Cues in Othersp. 34
Dealing with Sensitive Issuesp. 34
Overcoming Distracting Nonverbal Factorsp. 35
Summaryp. 36
Review Questionsp. 37
Referencesp. 37
Barriers to Communicationp. 38
Overviewp. 38
Introductionp. 38
Environmental Barriersp. 39
Personal Barriersp. 43
Administrative Barriersp. 47
Time Barriersp. 48
Summaryp. 49
Review Questionsp. 49
Referencesp. 49
Listening and Empathic Respondingp. 50
Overviewp. 50
Listening Wellp. 50
Empathic Respondingp. 52
Attitudes Underlying Empathyp. 60
Nonverbal Aspects of Empathyp. 62
Problems in Establishing Helping Relationshipsp. 63
Summaryp. 65
Review Questionsp. 65
Referencesp. 65
Suggested Readingsp. 66
Assertivenessp. 87
Overviewp. 67
Beginning Exercisep. 67
Defining Assertivenessp. 68
Theoretical Foundationsp. 70
Assertiveness Techniquesp. 71
Assertiveness and Patientsp. 74
Assertiveness and Other Health Care Professionalsp. 75
Assertiveness and Employeesp. 77
Assertiveness and Employersp. 79
Assertiveness and Colleaguesp. 82
Summaryp. 83
Review Questionsp. 84
Review Casesp. 84
Referencesp. 84
Interviewing and Assessmentp. 86
Overviewp. 86
Introductionp. 86
Components of an Effective Interviewp. 87
Interviewing as a Processp. 92
Interviewing in Pharmacy Practicep. 96
Interviewing and Patient-Reported Outcomesp. 100
Documenting Interview Informationp. 102
Interviewing Using the Telephonep. 103
Summaryp. 104
Review Questionsp. 105
Referencesp. 105
Suggested Readingsp. 105
Helping Patients Manage Therapeutic Regimensp. 106
Overviewp. 106
Introductionp. 106
False Assumptions About Patient Understanding and Medication Adherencep. 108
Techniques to Improve Patient Understandingp. 110
Techniques to Establish New Behaviorsp. 111
Techniques to Facilitate Behavior Changep. 113
Theoretical Foundations Supporting Behavior Changep. 114
Applying Motivational Interviewing Principles and Strategiesp. 119
Summaryp. 124
Review Questionsp. 130
Referencesp. 131
Medication Safety and Communication Skillsp. 133
Overviewp. 133
Introduction to Medication Safety Issuesp. 134
Types of Errors: Possible Causes and Potential Solutionsp. 135
General Strategies to Enhance Patient Safetyp. 140
When Errors Occurp. 143
Summaryp. 146
Review Questionsp. 146
Referencesp. 146
Suggested Readingsp. 146
Strategies to Meet Specific Needsp. 148
Overviewp. 148
Introductionp. 148
Older Adultsp. 149
Communication Impairmentsp. 150
Patients with Disabilitiesp. 153
Terminally Ill Patientsp. 155
Patients with HIV or AIDSp. 157
Patients with Mental Health Problemsp. 157
Suicidal Patientsp. 159
Patients with Low Health Literacyp. 161
Cultural Competencep. 162
Caregiversp. 163
Summaryp. 164
Review Questionsp. 164
Review Casesp. 165
Referencesp. 168
Suggested Readingsp. 168
Relevant Websitesp. 168
Communicating with Children About Medicinesp. 169
Overviewp. 169
Need for Educating Children and Their Parents About Medicinesp. 169
Importance of Using a Patient-Centered Interaction Stylep. 171
Understanding the Cognitive Developmental Level of a Childp. 172
General Principles for Communicating with and Empowering Childrenp. 174
Toddlers and Preschool Childrenp. 174
School-Age Childrenp. 176
Adolescentsp. 176
Summaryp. 177
Review Questionsp. 178
Review Exercisep. 178
Referencesp. 178
Communication Skills and Interprofessional Collaborationp. 180
Overviewp. 180
Pharmacist Roles in Collaborative Medication Therapy Managementp. 182
Barriers and Facilitators to Collaborative Partnershipsp. 184
Initial Steps to Developing Collaborative Arrangementsp. 187
Building Trust: The Cornerstone to Successful Collaborative Arrangementsp. 188
Using Communication Skills to Enhance Collaborative Relationshipsp. 190
Six Critical Behaviors Within Collaborative Partnershipsp. 191
Summaryp. 193
Review Questionsp. 194
Referencesp. 194
Suggested Readingsp. 195
Electronic Communication in Health Carep. 196
Overviewp. 196
Introductionp. 197
Use of the Internetp. 198
Use of E-mail in Societyp. 198
Patient-Provider Use of Electronic Communicationp. 199
Interprofessional Use of Electronic Communicationp. 202
Patient Privacy and System Security Issuesp. 203
Liability and the Therapeutic Relationshipp. 205
Establishing Pharmaceutical Care Services Using Electronic Communicationp. 206
Composing and Managing E-mail Messagesp. 207
Summaryp. 208
Review Questionsp. 209
Referencesp. 209
Ethical Behavior when Communicating Patientsp. 212
Overviewp. 212
Ethical Patient Carep. 212
A Pharmacy Code of Conduct for a Modern Worldp. 214
Seven Key Principles Guiding Ethical Conductp. 215
How Pharmacists Can Resolve Ethical Dilemmasp. 224
Analyzing Patient Casesp. 225
Contemporary Topics in Pharmacy Carep. 228
Summaryp. 232
Review Questionsp. 232
Referencesp. 232
Indexp. 235
Table of Contents provided by Ingram. All Rights Reserved.

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