Lecture 7 - Communication Flashcards
Why are pharmacists considered “collaborators”?
- Function as a member of teams
- Support team-based care
- Work collaboratively with the patient and other health care professionals
What is communication?
Act of transmitting information to another person through verbal or non-verbal methods
What are communication skills?
Ability to communicate clearly and effectively information to another person
Who is the sender?
The person who transmits the message or idea (can be verbal or non-verbal)
Who is the receiver?
Person who receives and translates the message
What is feedback?
Receivers response back to the sender
What does effective communication lead to (5)?
- Positive patient outcomes
- Trusting relationship with patients
- Patients make informed decisions
- Correct medication use
- Positive interactions with other health care professionals
What can poor communication cause (4)?
- Incorrect understanding or inaccurate information provided to a patient
- Incorrect treatment decisions
- Patient confusion
- Patient non-adherence
What are communication barriers?
Any obstacle that interferes with or may potentially interfere with the flow of information from one person to another
What are open-ended questions?
Opens a dialogue between two people
What are closed-ended questions?
Generally have a yes or no response
What are 4 examples of non-verbal communication?
- Eye contact
- Facial expression
- Body language
- Proximity of position
What are 4 listening barriers?
- Focusing on our next response
- Too much information
- Distractions
- Physical well-being
What are 4 communication challenges with older adults?
- Hearing
- Sight
- Mobility
- Speech
What is SBAR?
Situation, Background, Assessment, & Recommendation
What is the S in SBAR?
Situation
- Who are you?
- What is your position?
- Where are you calling from?
- Severity/urgency of problem
- How long interaction will take
What is the B in SBAR?
Background
- Patient’s name/age or other identifiers
- Information specifically about the situation (diagnosis, treatment, date of occurrence)
- Specific request related to situation
What is the A in SBAR?
Assessment
- What you think is going on
- Clinical information directly related to problem (current medications, allergies, lab results)
- Recent changes related to concern
What is the R in SBAR?
Recommendation
- Your recommendation (always provide dosage and interval)
- Needs to be clear and concise
