Communication Skills in Pharmacy Practice A Practical Guide for Students and Practitioners

Transcription

1 Communication Skills in Pharmacy Practice A Practical Guide for Students and Practitioners FIFTH EDITION. Wolters Kluwer Lippincott Williams & Wilkins Philadelphia Baltimore New York London Suenos Aires Hong Kong Sydney Tokyo

2 Contents Preface Chapter 1 Patient-Centered Communication in Pharmacy Practice Chapter 2 Pharmacists' Responsibility in Patient Care Importance of Communication in Meeting Your 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 Principles and Elements of Interpersonal Communication Setting the Stage Components of the Interpersonal Communication Model Personal Responsibilities in the Communication Model In Search of the Meaning of the Message Importance of Perception in Communication Review Cases xvii

3 xviii CONTENTS Chapter 3 Nonverbal Communication 28_ 28 Nonverbal versus Verbal Communication 28 Elements of Nonverbal Communication 29 Distracting Nonverbal Communication 32 Detecting Nonverbal Cues in Others 34 Dealing with Sensitive Issues 34 Overcoming Distracting Nonverbal Factors Chapter 4 Barriers to Communication 38^ 3 3 Environmental Barriers 39 Personal Barriers Administrative Barriers Time Barriers Chapter 5 Listening and Empathic Responding Listening Well 50 Empathic Responding 52 Attitudes Underlying Empathy Nonverbal Aspects of Empathy 62 Problems in Establishing Helping Relationships Chapter 6 Assertiveness Beginning Exercise 67 Defining Assertiveness ' 60

4 CONTENTS xix Theoretical Foundations 70 Assertiveness Techniques 71 Assertiveness and Patients 74 Assertiveness and Other Health Care Professionals 75 Assertiveness and Employees 77 Assertiveness and Employers 79 Assertiveness and Colleagues Review Cases Chapter 7 Interviewing and Assessment 86 Components of an Effective Interview Interviewing as a Process Interviewing in Pharmacy Practice Interviewing and Patient-Reported Outcomes Documenting Interview Information Interviewing Using the Telephone Chapter 8 Helping Patients Manage Therapeutic Regimens False Assumptions About Patient Understanding and Medication Adherence 108 Techniques to Improve Patient Understanding 110 Techniques to Establish New Behaviors 111 Techniques to Facilitate Behavior Change 113 Theoretical Foundations Supporting Behavior Change 114 Applying Motivational Interviewing Principles and Strategies

5 CONTENTS Chapter 9 Medication Safety and Communication Skills 133 to Medication Safety Issues Types of Errors: Possible Causes and Potential Solutions General Strategies to Enhance Patient Safety When Errors Occur Chapter 10 Strategies to Meet Specific Needs Older Adults Communication Impairments Patients with Disabilities Terminally III Patients Patients with HIV or AIDS Patients with Mental Health Problems Suicidal Patients Patients with Low Health Literacy Cultural Competence Caregivers Review Cases Relevant Websites Chapter 11 Communicating with Children About Medicines Need for Educating Children and Their Parents About Medicines Importance of Using a Patient-Centered Interaction Style Understanding the Cognitive Developmental Level of a Child

6 CONTENTS XX General Principles for Communicating with and Empowering Children Toddlers and Preschool Children School-Age Children Adolescents Review Exercise Chapter 12 Communication Skills and Interprofessional Collaboration Pharmacist Roles in Collaborative Medication Therapy Management 182 Barriers and Facilitators to Collaborative Partnerships 184 Initial Steps to Developing Collaborative Arrangements 187 Building Trust: The Cornerstone to Successful Collaborative Arrangements 188 Using Communication Skills to Enhance Collaborative Relationships Six Critical Behaviors Within Collaborative Partnerships Chapter 13 Electronic Communication in Health Care Use of the Internet Use of in Society Patient-Provider Use of Electronic Communication Interprofessional Use of Electronic Communication Patient Privacy and System Security Issues Liability and the Therapeutic Relationship Establishing Pharmaceutical Care Services Using Electronic Communication Composing and Managing Messages

7 I.UNTENTS Chapter 14 Ethical Behavior when Communicating with Patients Ethical Patient Care 212 A Pharmacy Code of Conduct for a Modern World 214 Seven Key Principles Guiding Ethical Conduct 215 How Pharmacists Can Resolve Ethical Dilemmas 224 Analyzing Patient Cases 225 Contemporary Topics in Pharmacy Care Index 235