ACTIVITY 2

SCENARIO 1

Questions

1. What feelings does the physician need to validate for the pharmacist on version 1?
version 2?
-Version 1: Maybe the doctor will be happy because the pharmacist agreed to
the doctor’s request.
-Version 2: Maybe the doctor is not satisfied because he/she thought the
pharmacist would accept his/her request to put the patient first because they are
friends.

2. Should the pharmacist have asked for a fee from the physician, or should the
pharmacist provide the education at the physician’s request for free? Is the physician
taking advantage of his friendship with the pharmacist?
-For me, the pharmacist should not ask for fee because it is the duty of being a
pharmacist help people and educate them. The pharmacist should tell the doctor that
the patient should wait for his/her turn because someone is ahead of them.
Eventhough they are friends, they should treat everyone equally.

SCENARIO 2

Questions

1. What communication skills are important to utilize in each version?

-The communication skills that are important to utilize in each version are listening,
speaking, observing and empathizing.

2. What is of particular concern for the pharmacist in either version?

-The pharmacist cannot fill the prescription because legally pharmacist cannot fill a
prescription without a valid prescription in hand.

3. What should be expected of the pharmacist in this situation? What should be expected
of the nurse in this situation?
-The pharmacist should communicate to the nurse and explain it properly to
him/ her that mailing the prescription is unacceptable because in the law, they should
provide the hard copy of the prescription in order for them to fill the prescription. So,
the nurse should understand the concern because it is also their duty to abide the
law.

SCENARIO 3
Questions

1. What is the problem here, and what makes communication so difficult?

- The problem here, is that the doctor refuses to listen to the pharmacist. The
difficult in this part is the doctor doesn’t try to listen and understand the situation of
the pharmacist.

2. What suggestions do you have for improving the potential outcomes of the
scenarios?
-As a pharmacist, I will explain it properly to the doctor and make sure that
he/she will get my point so that next time this won’t happen again because it is also
my duty to obliged the rule.

3. What are you going to do when this happens to you?

-I won’t follow what’s the doctor says. I will obey the rule and let him understand
the situation.

4. Did the pharmacist or physician get defensive, abusive?

-Since the doctor is in the higher rank he/she may refuse to listen to the
pharmacist no matter how irrational he/she may sound. The pharmacist is just doing
her/his job and its obeying to the rules inside the pharmacy.

5. How should those issues be dealt with?

-The issues should be dealt with communicating properly with one another and
try to understand the situation. We should think professionally because we are taking
life here and we should do professional actions.

SCENARIO 4

Questions

1. What is happening when these two health-care professionals communicate?

-When the two health-care professionals communicate, there’s a big possibility that
there would be no case will be left in both sides. They can work together well where the
student can assist the pharmacist and the pharmacist can guide the student in his learning
experience.

2. When power struggles occur, is there always a communication problem?

-Yes, just the two of them. If both parties won’t communicate, struggles will occur. You
will never know that you’re doing the wrong thing when you won’t try to approach someone
who knows how to do that thing.

3. Who will suffer if this is not worked out?

-The patient will suffer more because he/she won’t able to receive the proper and good
customer service.

4. What do you think should occur in the scenario?

 -The pharmacist and student should have a proper communication ang help one
another in order to do things successfully and effectively.

SCENARIO 5

Discussion Questions

1. What elements of Version 1 and Version 2 made a difference in the outcome?

-The difference is how the pharmacist approached the physician. In version 1, the
pharmacist didn’t communicate the physician well that lead them to
misunderstanding. While in version 2, the pharmacist has a better approach which
lead them to better understanding both sides.

2. What else could the pharmacist have done?

-The pharmacist must notify the physician, to allow the opportunity to order
medication or treatment that might counteract the error.

3. How can pharmacists change other health-care professionals’ perception of their

role on the health-care team from watchdog to team member?
-The pharmacist must deliver his/her words properly to have a better
communication with people.

4. How might the pharmacist best approach the physician: on the phone, in person,
or ask the nurse?
-The best approach to physician is in person since it is between life and death
situation in order to avoid miscommunication.

SCENARIO 6

Discussion Questions

1. What is the appropriate way to handle a prescription when it has been misfilled?
-The appropriate way to handle this situation is to report the product and ask
help. Then, ask the patient’s information where did he/she bought it and do some
counseling.

2. What communication techniques would be the most appropriate and professional

for handling this situation?
-The most appropriate and professional way to handle this is that the pharmacist
should extend her patience to the patient and explains things very well to the
customer so that the customer will be able to know the things needed to the drug
she bought.

3. How would you improve on the pharmacist’s communication in either version?

 -You just need to have a long patience in counseling patients to ensure that your
customer will understand very well the information given.