Communication skills
2 likes2,356 views
Here are open-ended versions of the closed questions:
Communication skills
- 1. Communication Skills for Effective Counseling Sreenu Thalla Clinical Pharmacologist
- 2. Patient counselling is defined as providing medication information orally or in written form to the patient or their representitives on direction of use, advice on side effects, precaution, storage, diet and life style modification.
- 3. What are the most common ways we communicate? Written Word
- 5. Need for Patient counseling Safe and effective drug therapy dependent on patients being well informed about their medication. Heavy patient work load Many prescribers have less time to explain the proper use of medication to their patients. Many patient do not get enough information about use of their medication. Lack of information may lead to the patient not taking the medication in the way that was intended. Therapeutic failure, adverse effect, additional expenditure on investigations and treatment or even hospitalization. Drug use problems and their consequences can be addressed by patient education.
- 6. Functions of Patient Counselling • Advise and assistance to help patients use their medications appropriately. • Information about patients illness or recommended lifestyle changes. • Information is usually given verbally or also written materials. • Pharmacist should assist patient understanding about his or her illness and its treatment. • Provide individualized advise and information.
- 7. Aims of Patient Counseling • Better patient understanding of their illness and the role of medication in its treatment. • Improved medication adherence • More effective drug treatment • Reduced incidence of adverse effect • Unnecessary health care costs • Improve QOL for the patient • Better coping strategies to deal with medication related adverse effects. • Improved professional rapport between the patient and pharmacist.
- 8. 1. Verbal Communication - Language - Tone - Volume - Rate of speed 2. Non-Verbal Communication - Body language - Movement - Proximity - Eye contact - Facial expression. Communication Skills for Effective Patient Counseling
- 9. Maintain eye contact Make encouraging statements Nod Your Head Keep an open body position Repeat a sentence or part of one Repeat the last word or two of the prior speaker
- 12. LANGUAGE • Use simple language and avoid using unnecessary medical words. • Speak the patient’s own language TONE • Changes in the level and range of pitch convey information about the feelings and attitude of the persons speaking. • Tone of the voice should be caring and reassuring.
- 13. VOLUME Counseling should be conducted in quiet, private setting where it is unnecessary to raise one’s voice. May be necessary to speak more loudly to patients with hearing problem. Most deaf patients gain more benefit if the speaker moves closer and directs their voice towards the patient’s care. SPEED • Rate of speech • Pharmacist speaks too slowly • Pharmacist should present clear, relevant messages in a logical sequence. • Patient to understand and remember the concepts more easily.
- 14. Non-Verbal Communication PROXIMITY • The distance that people maintain between themselves during the counselling process. • This space has been classified into four zones: Intimate (45 cm or less) Personal (45cm to 1.2 m) Social (1.2-3.6 m) Public (more than 3.6 m)
- 15. EYE CONTACT The duration of time that people look at one another during a conversation varies depending on whether they are speaking or listening. Listeners look at the speaker more often and for longer periods of time. Cultural or personal reasons – timidity, sadness or depression. FACIAL EXPRESSION • Used during counseling to demonstrate empathy towards the patient. • Head movements such as nodding, hand gestures and body postures also can be used to advantage.
- 16. Body Language • Gestures • Mannerisms
- 19. Purpose of medication. How medication work. Dose and duration of therapy. Goals of therapy. Adverse effect and how to deal with them. Specific drug issues. Communication during the Drug Therapy
- 20. 1. Preparing for the session. 2. Opening of the session. 3. Counselling content. 4. Closing the session. Steps
- 21. Counselling develop upon the knowledge and skills Pharmacist should know as much possible about the patient treatment details. The source of information include patient and prescription or a record of previous dispensing. If the pharmacist is unfamaliar about drug which is received from the patient, go for drug information reference. Before counselling, you have to consider about mental& physical status. Step 1- Preparing for the session
- 22. The pharmacist should introduce himself/herself to the patient and treat them by name. It is best to use title such as mr,mrs,miss. Eg- hello mr, my name is x and I am your clinical pharmacist. I would like to tell about the medication. Do you have a few minutes to spend with me. Gather information from the patient about disease, medication Step 2- Opening the session
- 23. Other information may releavent include previous drug alleries, past medication history, personal habbit such as diet, smoking, alcohol consumption. Use open ended question such as ‘what did your doctor tell you about your illness? ‘what do you know about your disease? ’can you tell me aboout the symptoms’? During counselling, the pharmasist should avoid asking question directly in embarrassing way .
- 24. Name and strength of medication. The reason why it has been prescribed or how it work. How to take the medication. Expected duration of treatment. Expected benefit of treatment. Possible adverse effect. Possible medication or dietary interaction. Storage recommendation. Minimum duration required to show therapeutic bennifit. What to do if a dose is missed. Special monitoring requirements example -blood test. Step 3 – Counseling Content
- 25. Before closing the session, it is essential to check patient understanding. This can be achived by feedback question, such as can you remember what is this medication is for? Or how long should you take this medication? Ask the patient about any dout. Before final closure and if time permits, summarise the main point in logical order. Step 4 - Closing the session
- 27. Bea good listener Be flexible Be empathetic Be non-judgemental Be tolerant Communicate confidently Good Qualities of Patient Counselor
- 28. Counseling aids Be a Good Listener • Pharmacist must listen attentively to the patient and observe both verbal and non-verbal behavior. • Pharmacist have an opportunity to assess the patient’s knowledge about their disease and medications. Be Flexible • Be flexible and provide advice and information which is tailored to the individual patient’s needs and capabilities. Be Empathetic • Try to understand the patient’s personal suffering and situation as if the problem is his or her own.
- 29. Be Non-Judgmental • Not judge the behavior of the patient based on their illness or the group he or she belongs to. Be Tolerant • During counseling, patient may become agitated, unreasonable or hostile. The pharmacist should acknowledge the patient’s feeling and be tolerant of these. Communicate Confidently • Speak confidently as this will improve the patient’s acceptance of the pharmacist’s advice.
- 30. Patient Counseling & Medication Adherence • Individual’s medication-taking behavior coincides with medical advice. • Patient do not adhere to the direction given by their doctor, following may be the interlinked • Patient counseling aims to enhance patient’s understanding of their illness and its treatment • Make informed decisions about medication use. Consequences Failure of treatment Increased chances of adverse reaction Increased chances of hospitalization Decreased quality of life
- 31. Practice your Questioning Skills… Rephrase the following closed questions to make them open-ended Are you feeling tired now? Isn’t today a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine, then?
- 32. What tires you out? What kind of weather are we having today? How was the last activity useful? Tell me what is on your mind. Why are you looking so happy?