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PCE: CCOMMUNICATION WITH PATIENT (Dr.Chong Wei Wen) (Patient Counselling…
PCE: CCOMMUNICATION WITH PATIENT (Dr.Chong Wei Wen)
Communication methods
Verbal
Avoid professional jargon
Feedback
Check true meanings
Perceptions/ perceived meaning
Layman's terms
Use familiar terms and concepts
Non-verbal
Mirrors
Innermost thoughts and feelings
Must correlate with verbal
Cue clusters
Non-verbal acts that conveys certain universal messenges
Elements
Kinesics (Body movement)
Eye contact
Facial expression
Posture
Touch
Proxemics
Appropriate distance
Vocal (Nonverbal)
Tone, pitch, volume,speed
Distracting factors
Lack of eye contact
Not interested
Not confident
Facial expressions
Send unintended messenges
Body positions
Closed stance with folded arms
May show reluctant to talk
Tone of voice
Sarcastic/threatening tone VS Emphatic tone
Dull, monotone voice
Convey lack of interests
Good examples
Lean toward patient
Relaxed posture
Establishing eye contact
Nods and encouragements
Interested/ emphatic tone
Establishing privacy
Is a two-way process
Receiver
Message/Feedback
Sender
Barriers
Pharmacist-personal
Dysfunctional monologue
Cultural differences
Lack of communication confidence
Lack of objectivity
Sensitivity discomfort
Stereotyping behaviours
Patient-personal
Believe that healthcare system is impersonal
Negative perception (ashamed) about their conditions
Have negative perception about pharmacist due to previous experiences
Environmental
Prescription counter
Glass partitions
Height
Crowded
Significant background noises
Lack of privacy (Open setting)
Administration,time
No counselling fee
Policies that discourage interaction
Reduced number of staffs
Inadequate training of staffs
Inappropriate timing
Patient Counselling
Benefits
To patient-care
Reduces
Non-adherence
Adverse drug reactions
Medication-usage errors
Healthcare costs
Improved outcomes (Patient's satisfaction)
Assisting with patient's self-care
Provide referral with non-drug related problems
To pharmacist
Meet patient demand and market competition
Increases job satisfaction
Maintains professional status
Increases revenue (Counselling fees)
Provide legislation compliance
Approach
Medical Model
HP identifies problem and determine solutions
Dependent on HP
Trust: Authority/Expertise of HPs
Parent-child
Passive patient
Helping model
HPs assist in exploring problems and solutions
Self confident patient
Trust: Developed personal relationship
Equal relationship
Actively-involved patient
Definition
Cont: To provide information to enhance the patient's knowledge, skills, attitudes, behavior regarding their conditions and medications.
Talking about the intended medication to educate patients and help them gain most benefits from medications.
Goals
Helping
Establish trusted relationship
Minimize problems with coping and management
Demonstrate concern and care
Develop patient's capacity in shared-decision making
Educational
Provide skills and techniques to patient
Present info via appropriate educational methods
Provide appropriate information
Educate other health professionals