Skills in Pharmacy Practice

Transcription

1 Skills in Pharmacy Practice A Guide for Students and Practitioners EDITION Wolters Health Philadelphia Baltimore New York London Buenos Aires Hong Kong Sydney Tokyo Lippincott Williams & Wilkins

2 Contents Contributors Preface vii in Practice Responsibility in Patient Care 3 Importance of Communication in Meeting Your Patient Care Responsibilities 3 is Patient-Centered Care? Encouraging a Active Patient Role in Monitoring 5 A Patient-Centered View of the Medication Process 7 Principles and of Setting the Stage 15 of the Interpersonal Communication Model 16 Personal Responsibilities in the Communication Model 19 Search of the Meaning of the Message 20 Importance of Perception in Communication Readings 30 Nonverbal Communication 31 Nonverbal Versus Verbal Communication 31 Elements of Nonverbal Communication 32

3 xiii Distracting Nonverbal Communication 35 Detecting Nonverbal Cues in Others 37 The Importance of Nonverbal Communication in Health Care Encounters 37 Distracting Nonverbal Factors Barriers to Communication 43 Introduction 43 Environmental Barriers 44 Personal Barriers 47 Administrative Barriers 50 Time Barriers Listening and 55 Listening Well 55 Empathic Responding 57 and Effective Communication 60 Attitudes Underlying Empathy 67 Nonverbal Aspects of Empathy 69 Problems in Establishing Helping Relationships 69 Knowing to Refer Assertiveness 73 Beginning Exercise 73 Defining Assertiveness 74

4 Theoretical Foundations 76 Assertiveness Techniques 77 Assertiveness and Patients Assertiveness and Other Health Care Professionals 81 Assertiveness and 84 Assertiveness and 86 Assertiveness and Colleagues 88 Interviewing and Assessment Introduction 93 Components of an Interview 94 Interviewing as a Process Interviewing in Practice 103 Interviewing and Patient-Reported 108 Interview Information Interviewing the Telephone Recommended Helping Patients Manage Therapeutic Regimens 115. Introduction about Patient Understanding and Medication Adherence to Improve Patient Understanding 119 Techniques to Establish New 120 Techniques to Facilitate Behavior Change 122 Theoretical Foundations Supporting Behavior Change 123 Applying Motivational Interviewing Principles and Strategies Recommended Readings 141

5 xv 9 Safety and Communication Skills Introduction to Medication Safety Issues 143 Types of Errors: Possible Causes and Potential Solutions 145 General Strategies to Enhance Patient Safety Errors Occur Recommended Readings Strategies to Needs 159_ Introduction 160 Adults 160 Patients with Disabilities 165 III Patients Patients with Sexually Infections 168 Patients with Mental Health Problems 168 Patients 170 Patients with Low Health Literacy 172 Cultural 173 Caregivers Recommended Readings with Children about Medicines Need for Educating Children and Their Parents about Medicines 179 Importance of a Patient-Centered Interaction Style 181 Understanding the Cognitive Level of a 182 General Principles for Communicating with and Children 183 Toddlers and Preschool Children 185 Children 185

6 xvi Adolescents Review Exercise 189 and Communication Skills in Collaborative Patient Care 191 Barriers and Facilitators to Collaborative Partnerships Initial Steps to Developing Collaborative Arrangements Building Trust: The Cornerstone to Collaborative Arrangements Using Communication Skills to Enhance Collaborative Relationships 199 Five Critical Behaviors Collaborative Partnerships 200 Collaboration and the Patient-Centered Medical Home Review Case Recommended Readings 204 Electronic Communication in Health Care 205 Introduction 205 Foundations of Communication 206 Pharmacist Use of Social Media Patient-Provider Communication 213 Use of Electronic Communication 214 Trending and Future Electronic Communication Issues 219 Guidelines for Electronic Communications Ethical Behavior When Communicating with Patients 227 Ethical Patient Care 227

7 xvii A Code of Conduct for a Modern World 229 The Code of Ethics 230 Key Principles Guiding Ethical Conduct 231 How Can Pharmacists Resolve Ethical Dilemmas? 240 Analyzing Patient Cases 241 Topics in Pharmacy Care