Lec 9- Handling challenging interactions

Question 1

What is a challenging interaction?

Answer 1

1. Client is not willing or able to be cooperative
2. Situation elicits strong emotions from the client or pharmacist
3. Tests professionalism of the pharmacist
4. Pharmacists must be emotionally competent and socially skilled

Question 2

How do challenging interactions arise?

Answer 2

1. Environment is unsuitable- physical and sociopolitical
2. Time constraints
3. Issues related to developmental stages in the lifecycle
4. clients may have strong emotions- distressed, angry, demanding
5. clients may have medical problems (confusion, psychiatric condition)
6. Cultural considerations

Question 3

How to deal with clients with strong emotions?

Answer 3

1. Acknowledge it
2. Negotiate to explore it if appropriate- is this the time and place? will it help?
3. Only explore enough to do your job and ensure safety
4. Take it seriously but not personally
5. Safety is always the bottom line

Question 4

What to do when client is angry?

Answer 4

1. Acknowledge the anger
2. Check how intense it is
3. Explore the reasons why- without defensiveness
4. Screen for underlying reasons
5. Client calmer-> more forwards in interaction
6. If not, perhaps its past or present experiences provoking anger
7. If intense, consider psychiatric reasons
8. if anger escalates-> set limits and get help

Question 5

What to do when client is in tears?

Answer 5

1. Acknowledge the tears
2. Check how intense the emotion is
3. Explore the reasons why- without prying
4. Screen for underlying reasons
5. Client calmer-> move forward in the interaction
6. If not. then might be other past or present experiences provoking the emotion
7. If intense, consider psychiatry reasons
8. If emotion escalates then get help/support- is there someone I can call? Ensure safety at all times

Question 6

What to do with drug seekers?

Answer 6

1. Set clear limits
2. Give rationale- safety reasons, legal and ethical obligations
3. Take action if they don’t leave
4. Report problems
5. Seek advice and support for yourself
6. Debrief with a senior colleague

Question 7

What to do with clients with confusion or psychiatric disorders?

Answer 7

1. Recognise your own anxiety
2. Check who are the care-givers- often need to work with family members or caregivers around medication compliance with patient consent
3. Set limits- ask for help if you are concerned about safety

Question 8

How to deal with clients from a different culture?

Answer 8

1. Greetings
2. Check mutual understanding
3. ESOL- slow down, use pictures, ask questions in many ways, rephrase, repeat instructions, verify understanding, don’t guess meanings of words
4. Use of interpreters- staff, family and trained interpreters
5. Don’t make assumptions- mealtimes can vary widely affection medication