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Communication Skills in Patient Counseling

An overview of communication skills demonstrated in counseling patients in a pharmacy setting.

Soheyla Mahdavian

on 12 September 2018

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Transcript of Communication Skills in Patient Counseling

Putting it all Together
Understanding your Patient
Communication Skills in Pharmacy Practice
Body Language
(cc) photo by Metro Centric on Flickr
(cc) photo by Franco Folini on Flickr
(cc) photo by jimmyharris on Flickr
(cc) photo by Metro Centric on Flickr
Improving Nonverbal Communication
The Pharmacy Care Process
OBRA '90
Establishing Rapport
Nonverbal Communication
Listening Skills
Questioning Techniques
OBRA '90
Consists of three parts:
1. Patient Information
2. Prospective Drug Utilization Review
3. Patient Counseling
Body Language
Empathy vs Sympathy
Sympathy: the tendency to help others in order to prevent or alleviate their suffering.

Empathy: the ability to understand, perceive and feel another person’s feelings.

* Seek to understand what your
patients feel
* Empathy is not sympathy
* Realistically, empathy may not be
attainable because you are not
the other person
* Empathy will help you shape your
communication so that others
better understand you
The Counseling Session
Health Literacy
Cultural Competency
Cultural Competency
What is it?
Health Literacy
Having the ability to provide care to patients with diverse values, beliefs and behaviors and to tailor that care to patients’ social, cultural, and linguistic needs.
Culture and language may influence:

1. Health, healing, and wellness belief systems. For example:
A. Some may prefer alternative therapies over conventional
B. Culture may influence the types of accepted therapies (i.e. blood transfusions, therapies derived from animals, etc.)
2. How illness, disease, and their causes are
a. Both by the patient and the behaviors of
patients who are seeking health care and
their attitudes toward health care providers.
3. The delivery of services by the provider who
looks at the world through his or her own
limited set of values, which can compromise
access for patients from other cultures.
What is it?
Health literacy is the ability to understand health information and to use that information to make good decisions about health and medical care. Health information can overwhelm even those with advanced literacy skills. About one third of the adult population in the United States has limited health literacy
Who is at Risk?
1. Elderly (age 65+)
2. Minority populations
3. Immigrant populations
4. Low income/economic status
5. Those with chronic mental
and/or physical health conditions
Barriers to Communication:
Pharmacists’ Patient Care Process
Full transcript