Communication Skills in Pharmacy Practice

by Tindall, William N.; Beardsley, Robert S.; Kimberlin, Carole L.

• ISBN13: 9780812112580
• ISBN10: 081211258X
• Format: Paperback
• Copyright: 1989-10-01
• Publisher: Lea & Febiger

Summary

Updated edition focusing on communication skills for current pharmaceutical care. Designed to meet the needs of pharmacy programs, the book presents communication concepts, theories and skills and then provides sample dialogues and practical exercises for direct application of the material. Features new models of communication, uses case studies, cites one-to-one counseling between pharmacist and patient, and works with roles related to effective communication with other health care professionals. New charts, updated tables and checklists visually enhance the book. Other noteworthy additions include new material on how to work with language barriers, persons with disabilities, and cross-cultural issues.

Author Biography

William Tindall, Ph.D., R.Ph.: Professor Department of Family Medicine School of Medicine Wright State University Dayton, Ohio Robert S. Beardsley, Ph.D., R.Ph.: Professor and Associate Dean School of Pharmacy University of Maryland Baltimore Carole L. Kimberlin, Ph.D.: Professor Pharmacy Health Care Administration College of Pharmacy University of Florida

Table of Contents

Preface	p. vii
Introduction: Patient-Centered Communication in Pharmacy Practice	p. 1
Pharmacists' Responsibility in Patient Care
Importance of Communication in Meeting Patient Care Responsibilities
What Is Patient-Centered Care?
Understanding Medication Use from the Patient Perspective
Encouraging a More Active Patient Role in Therapeutic Monitoring
A Patient-Centered View of the Medication Use Process
What is Communication?	p. 13
Principles and Elements of Interpersonal Communication	p. 15
Setting the Stage
Components of the Interpersonal Communication Model
Responsibility of Pharmacists in the Communication Model
In Search of the Meaning of the Message
Improving Communication Behaviors
Perception in Professional Communication	p. 27
Perception of Meanings in a Message
Perceptions of Individuals
Sharing the Same Perceptions
Using Feedback to Verify Perceptions
Perception, Credibility, and Persuasion
Nonverbal Communication in Pharmacy	p. 37
Nonverbal versus Verbal Communication
Elements of Nonverbal Communication
Distracting Nonverbal Communication
Detecting Nonverbal Cues in Others
Overcoming Distracting Nonverbal Factors
Barriers in Communication	p. 49
Introduction
Environmental Barriers
Personal Barriers
Patient Barriers
Administrative and Financial Barriers
Time Barriers
Practical Skills for Pharmacists	p. 61
Listening and Empathic Responding	p. 63
Listening Well
Empathic Responding
Attitudes Underlying Empathy
Nonverbal Aspects of Listening
Problems in Establishing Helping Relationships
Assertiveness	p. 81
Beginning Exercise
Defining Assertiveness
Theoretical Foundations
Assertive Techniques
Assertiveness and Patients
Assertiveness and Physicians
Assertiveness and Employees
Assertiveness and Employers
Assertiveness and Colleagues
Interviewing and Assessment	p. 99
Components of an Effective Interview
Interviewing as a Process
Interviewing in Pharmacy Practice
Documenting Interview Information
Interviewing Using the Telephone
Putting It All Together	p. 119
Ensuring Better Patient Outcomes	p. 121
Assessing Patient Understanding and Behavior
False Assumptions About Patient Understanding and Medication Adherence
Techniques to Improve Patient Understanding
Techniques to Improve Patient Behavior
Communication with Special Patients	p. 133
Older Adults
Communication Impairments
Terminally Ill Patients
Patients with AIDS
Patients with Mental Health Problems
Patients with Low Health Literacy
Caregivers
Communicating with Children About Medicines	p. 151
Need for Educating Children and Their Parents About Medicine
Importance of Using a Patient-Centered Interaction Style with Children and Their Parents
Understanding the Cognitive Developmental Level of a Child
General Principles for Communicating with Children
Toddlers and Preschool Children
School-Aged Children
Adolescents
Ethical Issues in Patient Counseling	p. 163
Ethical Patient Care
Ethical Principles
Patient-Provider Relationships
Resolving Ethical Dilemmas
Analyzing Patient Cases
Application and Critical Analysis	p. 175
Index	p. 195
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