Communication

Skills for the

Pharmacist
CARLOS, SAMUELLE
JULIENNE B.
DUMAYAS, KRIZZIA JOY I.
HOKSON, STEPHANIE JOYCE
A.
 IMPORTANT SKILL!!
COMMUNICATE
CLEARLY
AND
EFFECTIVELY
VERBAL
COMMUNICATION
SKILLS
01 03
LISTEN ability to
INTERPRET
02 nonverbal
communication and
UNDERSTAND RESPOND in a way
& RESPOND that encourages
(ACTIVE CONTINUED
LISTENING) interaction
ACTIVE
LISTENING
● Focus on the patient, family member, or health care
professional.
Make the person feel like the center of attention.
Convey an open, relaxed, and unhurried attitude.
Set aside all professional and personal distractions
and really focus on the person.
Prevent or minimize interruptions (e.g., beepers, cell
phones, consultations).
ACTIVE
Focus on the person and how he or she communicates
LISTENING
OBSERVATION
AND
ASSESSMENT
● Effective two-way communication requires
continual observation and assessment of how the
other person is communicating
Body language and gestures provide important
clues for the pharmacist, as well as the patient
and health care provider.
OBSERVATION AND
ASSESSMENT ● Sit or stand at eye level,
maintain eye contact, and
use a focused body posture
to convey interest and
attentiveness.
Sitting or standing at eye
level or lower is a
nonthreatening, equalizing
body position that facilitates
open communication
OBSERVATION AND
ASSESSMENT

● Certain gestures and postures provide clues regarding the

other person’s feelings
BARRIERS TO VERBAL
COMMUNICATION
Physical Barriers
● Large countertops and display areas
● Windows with security bars and
protective glass
● Drive-through windows that isolate
the pharmacist from the patient
● Elevated pharmacy work area
Lack of Privacy
● Common communication barrier
● Do not discuss or debate specific or nonspecific patient
information or health care issues in
public areas
● Do not discuss patient-specific
information with family or friends
without the permission of the patient
● Ideally, converse with patients and
discuss patient-specific information
with other health care professionals in
private counseling or consultation
rooms.
 - an important communication tool used to
The Telephone communicate
SPEAK BE
CLEARLY ORGANIZED

01 02 03 04

LISTEN STATE FACTS

CAREFULLY CLEARLY
AND CALMLY
● INITIATING telephone conversation = identify
themselves by name and state the purpose of the call.
● ANSWERING telephone calls = identify yourself and
ask for the caller’s identity. Make every effort to deal
with the call immediately
*****avoid putting the other person on hold.
● Receiving telephone calls from angry and upset people
= Stay CALM, LISTEN to what the person has to say,
CLARIFY the issue, and then HANDLE the problem as
PROFESSIONALLY as possible.
WRITTEN
COMMUNICATION
SKILLS
Pharmacists must be able to accurately and effectively
DOCUMENT patient information in the patient
medical
record, in pharmacy medication profiles, and in other
pharmacy records, and correspond with patients and
other health care professionals.
Patient Medical Record
- primary written communication
tool for all HCPs
- used to document and communicate
information about the patient’s
progress
- document factual information and
restrict assessments and judgments
to those appropriate for pharmacists
Health care professionals must adhere to
legal, ethical, and professional standards
when documenting patient information
● Most institutions, outpatient clinics, and individual
practices -> electronic charts, known as the electronic
medical record (EMR), and electronic health records
(EHRs).
● EMR - document created in the clinic or during the
hospitalization
● EHR - longitudinal record that includes the EMR as well
as information from multiple other sources
INTEGRATION
Communicating with Patients
Effective communication between pharmacists
and patients or family members is extremely
important to pharmaceutical care.
Patient Titles
Common courtesy dictates that patients
be addressed by appropriate title (e.g.,
Mr., Mrs., Ms., Rev., Dr.).

** Exception to this approach is in addressing

disoriented, confused, or sedated patients
=usually respond better to their first names
than to their titles.
Respect for the Patient
● Respect for the patient is conveyed by acknowledging,
without judgment, patient-specific attributes that may be
different from the pharmacist’s value system.
Questioning techniques
● The pharmacist, not the patient, controls the
patient pharmacist interaction by
controlling the types of questions asked and
the time allowed for patient response.
 Questioning techniques

1. 2. 3. 4.
Ask directed and Summarize the Close the patient-
Ask open-ended structured information pharmacist
questions to the questions after the provided by the interaction by
patient. patient has patient. providing a final
presented his or her summary of the
story or has begun information
to stray from the obtained from the
initial question. patient.
Patient Instructions
Pharmacists tend to consider the prescription
label as the primary communication tool
between the pharmacist and the patient.
Communication
Objectives
a. identification of the patient’s needs
b. control of the timing and amount of
information provided during each
interaction
c. determination of patient-specific
objectives
d. assessment of patient learning.
Medical Jargon
● Avoid medical jargon when
communicating with patients.
● Pharmacists must be able to translate
commonly used pharmacy and medical
terms into lay terminology.
Speak the preferred
Provide many
dialect of the
opportunities for
patient and use
patients to ask
concrete and
specific references. question
WAYS TO AVOID
MISCOMMUNICATION
Be aware that AND CONFUSION
some patients may Use of trained
be offended by the professional
use of simplified translators
lay terminology
Special Situations
● Pharmacists must be able to communicate with
patients who are unable or unwilling to
communicate in keeping with generally accepted
dominant societal norms.
Special
Situations
 1. Antagonistic Patients
● Do not want to be bothered
natural response is to leave them alone and
avoid them if possible or to become angry
or patronizing.
best way to deal is to be as professional and
direct as possible.
 2. Chronically Ill Patients
● sophisticated and/or demanding.
disillusioned and may be bitter, cynical, and
difficult to engage in conversation.

Assess the needs and be

flexible enough to
communicate on an
appropriate level.
3. Critically Ill Patients
surrounded by high-tech
Speak to the
equipment and may be sleep Never assume
patient when
deprived, drowsy from pain entering or
that the patient
medication, or uncomfortable cannot hear or
leaving the
from procedures, tests, or comprehend
patient’s room
surgery.

Do not assume
Make eye
that intubated
contact with
patients cannot
the patient
communicate.
 4. Culturally Diverse Patients
May not understand different cultural beliefs about time, personal space, eye contact,
cause of illness, the role of medications, spiritual roles, lines of authority and
decision making, the role of nutrition, and the pathogenesis of disease.

Talk with the patient about his or her beliefs

and work to integrate the patient’s beliefs into
the prescribed regimen.
5. Elderly Patients

May have impaired hearing and vision.

May not be able to read prescription labels

and other printed material or distinguish
among similarly shaped dosage
formulations.
❏ Take the time to engage in unhurried
conversation.
❏ Speak slowly and distinctly
❏ Do not assume that every elderly person WAYS TO
has impaired hearing. COMMUNICATE
❏ Use large-print labels and printed WITH ELDERLY
materials and reinforce written PATIENTS
information with verbal
communication.
 6. Patients in Embarrassing Situations
Most patients find discussions related to sex, intimate body
parts, and bodily functions embarrassing.

Clues to a patient’s
embarrassment: ❏ Be aware of what may be
❏ avoidance of eye contact
potentially embarrassing and be
❏ blushing
ready to bring up the subject.
❏ stammering
❏ Converse with the patient in as
❏ closed body language
private an environment as
❏ excessive nervous small talk
possible.
about unrelated matters ❏ Be sensitive to clues that suggest
potential embarrassment.
 7. Hard-to-Reach Patients
Hard-to-reach patients include those of low socioeconomic status,
minorities, and illiterate persons.

❏ Communicate clearly and directly

❏ Use different-sized bottles for each medication or
color-coding the labels.
❏ use of calendars with dosages of unit-of-use
medication stapled to the appropriate date
❏ Be sensitive to the cost of medications and the
ability of the patient to pay for the medication.
 8. Hearing Impaired Patients
REMEMBER!

Do not assume that all

Do not assume that a Do not assume that
people with hearing
hearing aid returns the hearing impaired patients
impairment can read lips
patient’s hearing to have diminished
or understand sign
normal. intellectual abilities.
language

❏ Communicate as clearly as possible.

Verbalize slowly and distinctly, minimize background noise.
Face patients who can read lips and avoid turning away from the
patients during the conversation.
Written communication may be necessary for two-way
communication.
9. Mentally Retarded Patients
❏ Communicate clearly and directly
and do not assume that the patients
are incapable of participating in
their health care.

Be flexible enough to assess the

level to which each patient can
participate and communicate
appropriately for each situation.
10. Mute Patients
Muteness from endotracheal intubation, tracheostomy, or damage to the vocal
cords or trachea from disease or trauma can be extremely frustrating for
patients .

❏ Written communication and the use of

point and-spell letter boards can be time
consuming but often are the only means
for two-way communication.
❏ Maintain end of the conversation and do
not limit verbal responses.
 11. Non-communicative and Overly
Communicative Patients

Overly communicative patients

Non-communicative patients ❏ take firm control of the
conversation from the start and
❏ Get the patient talking about any redirect the patient when he or she
topic and then ask simple, open- wanders off the subject.
ended questions that will provide at
least some of the information being
sought during the interaction.
 12. Pediatric Patients
❏ Communicate directly with the
pediatric patient as well as
with the parent or guardian.
Information must be age
appropriate.
In-depth information
exchange is appropriate for
many preteens and teenagers.
 13. Physically Challenged Patients
Do not Do not assume
physically assist Do not stare at that the person
the patient the patient or accompanying
unless invited to avoid eye the patient is the
do so by the contact patient’s
patient. caregiver.

Engage the patient in unhurried conversation and give

the patient ample time to respond.
14. Terminally Ill Patient

● complicated drug regimens requiring

detailed instruction and monitoring.
need close monitoring and reassurance about
their medication regimens.

❏ Treat the patient with respect and work with

them to achieve optimal therapeutic efficacy
 Communicating with
Healthcare Professionals
Poor communication leads to:
● frustration
● lack of respect among professions
● compromised patient care
● medication errors

COMMUNICATION IS ESSENTIAL!
PHARMACIST-PHYSICIAN
MANY RPH ARE POINTS TO REMEMBER:
COMMUNICATION
INTIMIDATED BY Be Prepared
PHYSICIAN Stay with Pharmacist’s Expertise
Choose right time and place
Follow Chain of Command
Don’t interrupt Physician-Patient, Physician-
Teaching except in life-threatening situations
When addressed by question, listen carefully,
assess information and ask additional
question until clear about the situation
PHARMACIST-NURSE
Most communication occur due to ERRORS in
COMMUNICATION
dispensing, distribution or administration

Barrier: Telephone as primary means of

communication

POINTS TO REMEMBER:
Show Mutual respect
Communicate clearly and timely
Both Profession have the same goal: OPTIMAL
PATIENT CARE
 PHARMACIST-PHARMACIST
COMMUNICATION
Direct communication
Clear communication between consulting Community pharmacists
of patient information pharmacist and and institutional
commonly during shift pharmacist on the pharmacists rarely share
switch (sign-out primary team for better patient-related
rounds) should be therapeutic plan information
observed
TELECOMMUNICATION

TEXT SOCIAL
EMAILS FAXES
MESSAGES MEDIA

ACCEPTED COMMUNICATION TOOLS

TELECOMMUNIC
ATION
TELE=DISTANT TELEMONITORING DEVICES
● Electronic Stethoscopes
TELEMEDICINE ● Glucometers
-use of telecommunications ● Pulse Oximeter
technologies to provide ● Digital Sphygmomanometer
medical information and
services
TELECOMMUNICAT
ION
TELEPHARMACY
- form of pharmaceutical care in which
pharmacists and patients are not in the
same place and instead interact using
information and communication
technology

Use of Social Media

Platforms
ELECOMMUNICATION
POINTS TO REMEMBER:
● Be Professional ● Maintain confidentiality
● Be Prepared ● Conclude by asking if the
● Start with a friendly patient has anything further to
greeting discuss
● Avoid interruptions ● End on a positive note
ADDITIONAL
COMMUNICATION SKILLS
● TEACHING
● PLATFORM AND POSTER
PRESENTATIONS
● MEDIA INTERVIEWS
● NEWSLETTER AND MANUSCRIPT
Communication is enhanced by GOOD
ORGANIZATIONAL SKILLS
● Introduce the topic, from general to specific ideas
TEACHI
● Summarize

USE: Direct questioning and assessment of response

NG
One-on-one or Small Group Teaching
Sessions: use CIRCULAR
QUESTIONING TECHNIQUE TEACHI
Essential teaching tools: NG
● Frequent Verbal Summaries
● Constructive feedback
PLATFORM
PRESENTATION
Many pharmacists give platform
presentations and are STRESSED by
public speaking

TO OVERCOME FEAR AND LESSEN

STRESS DURING PUBLIC SPEAKING

● Familiarize and Organize

● Practice
● Focus on the material
● Do some deep breathing
PLATFORM
PRESENTATION
REMEMBER:
● Confidence
● Eye Contact
● Stand up straight
● Pacing and tone
● Make hands visible

Use Appropriate Audiovisual Material

Listen actively and be prepared for

questions
POSTER
PRESENTATION
● Information is displayed
● Posters should be clear,
descriptive titles, colorful, neat,
and professional
● Visual aids: graphs, charts and
photographs
MEDIA
INTERVIEW
Pharmacists are called by the media to provide
background information and commentary
regarding therapeutic issues such as the
marketing of an important new drug, drug-
related problem, or the withdrawal of a drug
from the market.
POINTS TO REMEMBER:
● Be prepared to elaborate on the topic
and explain some technical
terminology
● Be direct to the point and respectful
● Confirm and ensure accurate
information is obtained
● Identify how will the information be
used and the exact issue of interest
● Be available for clarification
NEWSLETT
ERS AND Important Communication Tools

MANUSCRI ●
●
Original research reports
case studies
● review articles
PTS ●
●
editorials
letters to the editor
AREAS OF KEY
COMMUNICATION SKILLS
6. QUESTIONING
1. OPENING
2. BUILDING THE RAPPORT 7. SUGGESTING/ADVISING

3. ACTIVE LISTENING 8. ASSERTIVENESS

4. NON-VERBAL 9. PERSUADING
COMMUNICATION 10. CLOSING
5. EXPLAINING
REFERENCES:
Aliwalas A., Ang J., Marieta C., (2020). Impact of Personal Protective Equipment and
Prevention Practices to the COVID-19 Virus Selected Filipino Adults in Metro Manila.
University of Sto. Tomas. https://www.ust.edu.ph/wp-content/uploads/2021/03/
Mayo Clinic (2017) Fear of public speaking: How can I overcome it?
https://www.mayoclinic.org/diseases-conditions/specific-phobias/expert-answers/fear-
of-public-speaking/faq-20058416
Murray, E., Bieniek, K., del Aguila, M. et al. Impact of pharmacy intervention on
influenza vaccination acceptance: a systematic literature review and meta-analysis.
Int J Clin Pharm 43, 1163–1172 (2021). https://doi.org/10.1007/s11096-021-01250-1
Tietze K., (2012) Clinical Skills for Pharmacists (Third Edition) Chapter 2 -
Communication Skills for the Pharmacist. https://doi.org/10.1016/B978-0-323-07738-
5.10002-X.