PHARMACISTS TALKING

WITH PATIENTS
A Guide to Patient Counseling
Melanie J. Rantucci, BScPharm, MScPharmAd, PhD

Williams &: Wilkins

A WAVERLY COMPANY

BALTIMORE • PHILADELPHIA • LONDON • PARIS • BANGKOK

BUENOS AIRES • HONG KONG • MUNICH • SYDNEY • TOKYO • WROCLAW

1997
 Contents
Introduction.
Chapter 1: Patient Counseling as a Pharmacy Service
Benefits of Patient Counseling to the Patient
Benefits of Patient Counseling to the Pharmacist
References
Chapter 2: Defining Patient Counseling 14
What Is Patient Counseling?
Understanding the Counseling Perspective
Counseling Goals
Educational Goals
Patient Counseling as an Integral Component of
Pharmaceutical Care
The Pharmacist's Approach to Patient Counseling
Summary
References •"
Chapter 3: Understanding Patients' Needs, Wishes, and
Preferences 28
Illness versus Sickness: The Patient's Perspective
Theories of Health-Related Behavior
How People Feel about Being 111
How People Feel about Taking Medication
Considering Health-Related Quality of Life
Summary
References
Chapter 4: Understanding Noncompliance 41
Noncompliance versus Self-Regulation
Causes of Medication Self-Regulation (Noncompliance)
Approaches to Reducing Noncompliance
Special Programs
Discussion of a Specific Counseling Situation
Summary
References
' Chapter 5: Medication Counseling Basics 67
Preparing for the Counseling Encounter
The Counseling Process
Nonprescription Drug Counseling
The Medication History Interview

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 Summary
References
Chapter 6: Educational Methods and Counseling Aids 103
Educational Methods
Selection of the Counseling Method
Counseling Aids
Developing Patient Education Programs in the Pharmacy
Summary
References
Chapter 7: Communication Skills in Patient Counseling 131
Counseling as a Communication Challenge
Understanding Communication
Conditions for Effective Communication in Pharmacy
Counseling Skills
Communicating with Peers
Telephone and Written Communication
Summary
References

Chapter 8: Tailoring Counseling 171

Factors to Be Considered in Tailoring Counseling
Tailoring Counseling to Overcome Difficulties
Issues Involving Drug Production Selection
Social (Preventative Healthcare) Counseling
Summary
References

Chapter 9: Developing Optimal Counseling Involvement 201

Barriers to Effective Patient Counseling
Removing the Barriers: The Four A's for Effective
and Efficient Patient Counseling
Self-Development of the Counseling Pharmacist
Summary
References
Appendix A: Resources for Patient Counseling 223
Resources for Pharmacists' to Use
Resources for Patients' to Use
Planned Programs for Pharmacists to Use in
Educating Patients
Appendix B: Suggested Patient Counseling Dialogues 232
Counseling for a New Prescription

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 Refill Prescription Counseling and Medication Monitoring
Nonprescription Drug Counseling
Medication History Interview
Appendix C: Forms to Assist in Information Gathering 247
Medication History Interview Form
Patient Questionnaire
Nonprescription Drug Counseling
Index 253

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