Communication in Pharmacy Practice: An Overview

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8 Communication in Pharmacy Practice: An OverviewCOMMUNICATIONS CENTRE CE • JUNE 2006Questions continued…counselling area.c) Patients who don’t wish to use your privatecounselling room.d) Ineffective temperature control in thepharmacy.16. Which statement is TRUE aboutpatient-related communicationbarriers?a) It is not possible to overcome beliefsthat patients have about pharmacistsand pharmacy care.b) It is the pharmacist’s responsibility tofind ways to ensure patients have theinformation they need.c) Patients will always ask questions if theyhave not understood what the pharmacisthas said.d) Speaking clearly and slowly will ensurethe patient will understand what we tellthem.17. Which statement about activelistening is FALSE?a) Active listening requires participation bythe pharmacist.b) Active listening implies providing conscious,complete and undivided attentionto the patient.c) Active listening skills help to ensure thepatient feels heard and understood.d) It is important to remain quiet whenengaged in active listening.Case # 1: A teary-eyed, middle-agedwoman enters your pharmacy and is shakyas she fumbles through her purse for theprescription. She provides you with a prescriptionfor a 78-year-old man whom youhave on file. The prescription is for morphinelong-acting oral tablets (100 mg) andmorphine instant-release tablets (10 mg).She says she will wait for the prescriptionas the patient needs it right away.18. What is this customer’s bodylanguage telling you?a) She is impatient.b) She is angry.c) She is worried.d) She is annoyed.19. How could the pharmacist communicateconcern for this patient?a) Fill the prescription quickly to get herhome fast.b) Provide written material to avoid theneed to counsel.c) Use a soft, calm tone to help her relax.d) Avoid asking questions in case she cries.Case #2: A 50-year-old man who is a regularpatient of yours comes to your pharmacycounter with a new prescription. Hisshoulders appear tense and his eyebrowsare knit tightly. He says to you, “I can’tbelieve I have to fill another prescriptiontoday, I was just in three weeks ago andspent $100 dollars on some fancy newmedication that didn’t do a darn thing!”20. What might be an appropriateactive listening response to thispatient?a) It must be very frustrating to have to trysomething new.b) It’s too bad we can’t take a prescriptionback for a refund.c) I can provide you with a smaller quantitythis time.d) Your doctor is trying to find the bestmedication for you.FACULTYCommunication in Pharmacy Practice: An OverviewAbout the authorNora MacLeod-Glover has developed andfacilitated pharmacy education programsand is currently the Interim Executive Directorfor the Canadian Council on ContinuingEducation in Pharmacy. As ProfessionalDevelopment Advisor for the ContinuingCompetency Department for the OntarioCollege of Pharmacists, Nora supports theremediation efforts of pharmacists who havepractice weaknesses identified when theyare randomly selected to participate in thePractice Review. Her work includes supportingthe development of skills related to knowledgemanagement, patient interviewing andcommunication. Nora is currently enrolled inUniversity of Toronto PharmD program.ReviewersAll lessons are reviewed by pharmacists foraccuracy, currency and relevance to currentpharmacy practice.CE CoordinatorHeather Howie, Toronto, Ont.Missed something?Previous Novopharm CE lessons are availableat www.pharmacygateway.ca andwww.novopharm.com.For information about CE marking, pleasecontact Mayra Ramos at (416) 764-3879,fax (416) 764-3937 or mayra.ramos@rci.rogers.com. All other inquiries aboutCE Compliance Centre should be directedto Karen Welds at (416) 764-3922 orkaren.welds@pharmacygroup.rogers.com.This CE lesson is published by RogersPublishing Limited, One Mount Pleasant Rd.,Toronto, Ont. M4Y 2Y5. Tel.: (416) 764-3916Fax: (416) 764-3931. No part of this CElesson may be reproduced, in whole or inpart, without the written permission of thepublisher.GET YOUR CE RESULTS INSTANTLY! Online answering and accreditation now available at www.pharmacygateway.ca
TO ANSWER THIS CE LESSON ONLINEIf currently logged into our ONLINE CE PROGRAM, please return to the "Lessons Available Online"Page and click on "Link to questions" for this CE Lesson.If not logged in but already registered to our ONLINE CE PROGRAM, please click here:http://ce.pharmacygateway.com/Pharmacy/login/index.aspIf you have not registered for our ONLINE CE PROGRAM and wish to answer online, please clickhere:http://ce.pharmacygateway.com/Pharmacy/login/adduser.aspIf you have any questions. Please contact:Pharmacy Practice, Pharmacy Post, Novopharm CE Compliance Centre, More CCCEP-approved CE’s, or TechTalk (English and French CE's)Mayra RamosFax: (416) 764-3937 oremail: mayra.ramos@rci.rogers.comQuebec Pharmacie and L'actualite PharmaceutiqueStephane ParadisFax: (514) 843-2183email: stephane.paradis@rci.rogers.com
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