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PHAR 1010: Ch 3

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Sarah Inman

on 19 February 2013

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Transcript of PHAR 1010: Ch 3

Communication and Customer Care Communication Types & Methods Barriers to Communication Language Barrier Defense Mechanisms Conflict Verbal Nonverbal 3Types of Communication Written Scenario Feedback The Receiver The Communication Process Mr. Smith comes to the pharmacy to pick up his blood pressure medication, Diovan. The technician, Bob, finds a note in bag stating, "medication not covered on insurance, patient can pay cash." the person to whom a message of communication is given is a reaction (nonverbal or verbal) from the receiver
to the sender that the message was understood. the use of written word to express thoughts, opinions,
or relay information to express thoughts, opinions, or relay information
without the use of spoken or written word. 1. Verbal
2. Written
3. Nonverbal Face-to-Face
inflection, tone, pitch, volume, pronunciation, and diction
These can all influence how a message is interpreted by the receiver. Example: Bob could have made his voice sympathetic, monotone, annoyed when delivering his message to Mr. Smith about Mr. Smith's Diovan not being covered. use patient's native language, if possible; offer to use a translator; provide written instructions in patient's native language Resolving: manage your emotions, address the situation--not attack the person or involve emotions (if possible) state only facts
Ex: The Sender The person delivering the message Bob, the technician, delivers the message, "I'm sorry Mr. Smith, but your insurance company doesn't cover your Diovan. Your total is $326.00. The Message the information that is being transferred or given Bob's message to Mr. Smith was about the insurance denial and the cost of the prescription ($326.00) if Bob wanted his blood pressure medication (Diovan). The Channel The way the sender delivers the message: verbal, nonverbal, written Bob's channel is verbal because he is speaking directly to Mr. Smith. Mr. Smith is the person receiving the message from Bob, the pharmacy technician. Mr. Smith's response to Bob, the technician, either to pay the $326.00 for the Diovan or not is the communication feedback. Context the setting, or circumstances,
that communication occurs Bob and Mr. Smith were at the
pharmacy. (setting) Mr. Smith could not have enough money for his
blood pressure medication, even though he
could be at high risk for a heart attack.
(circumstances) the use of spoken word to express thoughts, opinions, or relay information Telephone
Insurance Companies: important to speak professional with clear pronunciation and diction. Messages:
Patients: leave your name, pharmacy name, who you are trying to contact, pharmacy phone number, your name and pharmacy name, pharmacy phone number
Dr. Office: pharmacy name, patient name, d.o.b, detailed information as to why you are calling (clarification or medication refill), pharmacy name and phone number Notes, messages, lists, refill requests, prior authorizations, and medication change requests, etc It is important to write clearly and with correct spelling and grammar. --cuts down on potential errors and saves time Example: The note that Bob found in Mr. Smith's bag about his prescription not being covered.--often abbreviations are used to make the note short, but are rarely given to the patient. Facial Expressions
Eye Contact
Personal Space
Body Movement
Silence can often be misread, sometimes a person can tell more by your nonverbal communication than verbal, some used subconsciously Caring for Customers and Patients when a patient or co-worker do not speak the same language Communication Impairments Hearing Impairments
Deafness: patient is unable to hear--the use of sign language, written communication
Hard of hearing or partial hearing loss: look at the patient when speaking, speak louder, try to reduce background noises. Illiteracy: extreme difficulty or inability to communicate through reading and writing.
assist in filling out new patient profile forms
asking if they have any questions for the pharmacist (verbal communication about how to take medication)
showing them where to sign for his/her RX
helping him/her locate OTC products unconscious mental processes to protect his/her own ego Sigmund Freud identified 9 primary defense mechanisms:
1. Denial: pretending to not have diabetes, so you do not have to deal with all the negative health aspects
2. Displacement: someone who is yelled at by his/her boss all day then takes it out on the technician at the pharmacy
3. Intellectualization: "how long does it take for you to put a label on a cream?"
4. Projection: a con-man thinks that every one is out to con him, because he is a con-man himself
5. Rationalization: if I take 4 Tylenol then I'll feel better quicker 6. Reaction Formation: a patient that requests a large amount RX's, then when confronted by the doctor decides to quit taking all medications. (extremes) 7. Regression: an adult who suddenly cannot take pills despite having been able to all his/her adult life and now requires all liquid medications 8. Repression: patient changes the subject when asked how he/she is doing after a spouse's death. 9. Sublimation: a person has knee surgery and requires crutches, but ignores and attempts to complete tasks for his/herself that involve walking when faced with conflict it is best that you locate a pharmacist or pharmacist supervisor (PIC) Eliminating Communication Barriers understanding that barriers exist, knowing how to overcome the barriers applying the appropriate strategies, compassionate and willing to resolve barriers when communicating with co-workers and patients Patients Rights Five Unofficial Rights 1. Right Patient
2. Right Medication
3. Right Strength
4. Right Route
5. Right Time In 2005, Congress passed the Patient's Bill of Rights, to guarantee patients receive: to name just a few (relates to medical and pharmaceutical practices) Greeting Customers Acknowledge customers & patients in a timely manner Help customers and patients with locating OTC products Helps build relationships and trust SMILE Protecting Confidentiality Be careful with the patient information that is shared
and to who it is shared with. (HIPAA) Pharmacist Consultations new Rx that a patient has previously not taken new Rx when changes or refills have been made when a patient asks to speak with a pharmacist DUR: is used to fill a Rx (contradictions between medications, allergies, excessive duration, APAP issue) Additional Considerations Cultural Differences
physical boundaries
greetings, salutations
medical beliefs
clothing Age
Elderly-important to speak to them
Children-speak with parent or guardian the best care for his/her health care needs
be treated with courtesy and respect
plan and participate in his/her health care desisions
Ethical business practices Why do you think it is important to avoid personal emotions when dealing with workplace conflict? (Review Chapter 6: HIPPA information)
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