Communication Flashcards
(9 cards)
Why are communication skills important in pharmacy?
They improve patient satisfaction, adherence, health outcomes, and reduce litigation. Knowledge is ineffective without good communication.
What are the different types of communication?
Verbal communication (what you say), paralinguistics (how you say it), and nonverbal communication (facial expressions, posture, gestures, touch, spatial behaviour).
What is a consultation in the pharmacy context?
A structured meeting to discuss or get advice, aiming to find the best action. Includes over-the-counter requests, medicines reconciliation, and public health discussions.
What does the 2WHAM acronym stand for in consultations?
Who is the medicine for? What are the symptoms? How long have you had the symptoms? What Action has been taken? Are you taking any Medication?
What does the BRAN acronym stand for when presenting options?
Benefits, Risks, Alternatives, Nothing.
What problems might patients have with health information?
Understanding (due to jargon or low health literacy) and remembering (40-60% forgotten/misremembered).
How can pharmacists improve patients’ understanding of health information?
Use oral/written/online formats, clear language, avoid jargon, chunk and check information, summarise, and check understanding.
Key takeaway for structuring consultations in pharmacy?
Use a structured approach (2WHAM & BRAN), involve the patient, ensure clear communication, and confirm understanding to improve engagement and care.
What are effective ways to check patient understanding?
Avoid just asking ‘do you understand?’; instead, ask patients to explain back what they’ve understood to confirm clarity.
