Week 38

Introduction

Nau mai, hoki mai, welcome back to another week with the spotlight on communication. In this week's communication session, we'll revisit communication “channels”, which you may remember from previous lessons. This time, however, we'll consider it from the viewpoint of pharmacy technicians communicating and collaborating with the healthcare professionals encountered in their daily tasks.

Communication channels

Communication channels refer to the various methods or avenues through which information is exchanged between individuals or groups. In the context of communication skills, understanding different communication channels is essential for effective interaction.

This graphic illustrates the four main communication channels that pharmacy technicians may use in their everyday work.

Let's look at each one.

Verbal communication

This refers to direct conversation or speech, such as face-to-face discussions with colleagues or phone calls with healthcare professionals. It can encompass formal interactions, such as professional meetings, and informal exchanges, such as conversations and information sharing related to work duties.

Non-verbal communication

All communication without the use of words is called "non-verbal" and includes body language, facial expressions, tone, pace and gestures that convey emotions, attitudes, and intentions. It occurs in both face-to-face and non-face-to-face interactions.

Written communication

This involves the exchange of information through written means, such as emails, memos, or handwritten notes, for documentation and correspondence. This channel of communication often uses electronic devices and platforms, including text messaging, instant messaging apps, or video conferencing tools for remote discussions. Written communication is characterised by its structured and often permanent nature, enabling information to be preserved and referenced over time.

Visual communication

This type of communication is about the presentation of information through visual aids like charts, graphs, diagrams, or posters to enhance understanding and clarity. It relies on images, symbols, and graphics to convey messages and support understanding.

Choosing the best communication channel

Selecting and combining the different communication channels can impact communication effectiveness and collaboration between health professionals. Combining communication styles is something we do naturally, but in our industry, you may want to do it more intentionally.

Examine the communication channels you naturally combine and consider which channel you may try to enhance to ensure your message is delivered accurately. Consider the context of communication, i.e., there is no sense in using body language on a phone call, but you probably can’t help it. Are there other channels you can enhance because of a lack of eye contact and body language?  

Certain types of information may be better suited for specific communication channels. By evaluating the attributes and requirements of each channel, you can select the most suitable option to facilitate clear and effective communication in the workplace.

Factors to consider

In summary, when a pharmacy technician selects a communication channel for interaction with another health professional, they should consider seven factors:

1. Urgency: The immediacy of the message and whether a real-time response is required.
2. Complexity: The complexity of the information being conveyed and whether it can be effectively communicated through the chosen channel.
3. Confidentiality: The sensitivity of the information and whether the chosen channel ensures privacy and confidentiality.
4. Convenience: The accessibility and ease of use of the communication channel for both parties involved.
5. Professionalism: The appropriateness of the channel in maintaining a professional manner and adhering to workplace standards
6. Compatibility: The chosen channel's compatibility with the recipient's preferences and technological capabilities.
7. Documentation: The need for documentation and whether the chosen channel allows for proper record-keeping and documentation of the communication.

Telephone skills

One of the communication channels used in pharmacy practice is the trusty telephone. As it’s likely that you will have seen your colleagues using the telephone in your work placement, take a few minutes now to create a list outlining why pharmacy technicians might use the phone when collaborating with other healthcare professionals in their daily work.

When you're ready, select the (+) icon below.

How did you go with that activity? Hopefully, it gave you an opportunity to think critically about the content and language choices when communicating with healthcare professionals.

As you know, reflection is a critical skill for self-development. Take a moment now to consider the following:

• Did you answer the call with your name and job title? Why or why not? 
• What was your tone like? Was it friendly?
• Did you ask Fred if he had any more questions before ending the call?

Based on your answers to these questions, read through the activity again and identify any points you would change.

Key points

In summary, the following are important key points for communicating and collaborating with healthcare professionals using the telephone:

1. Professional greetings
2. Active listening
3. Clarifying
4. Respectful communication and professional tone
5. Clear and concise communication
6. Confidentiality
7. Ending the call professionally.

Kia haere tonu tatou, let’s continue to explore examples for each of these points.

Professional greetings

Answer the phone with a professional and courteous greeting, for example:

• "Good morning, Happy Valley Pharmacy. This is Benita speaking. How may I assist you?"
• Greetings may also include your job title, “Kia ora, this is pharmacy technician, Benita speaking.”
• Your pharmacy may have a preferred way they like staff to answer the phone. If you’re unsure, ask your supervisor or observe your colleagues’ telephone manners. 

Active listening

Listen attentively and empathically to the caller's needs. This may involve:

• Using verbal feedback signals of listening such as “Yes”, “Mmm”, “OK”, and “Uh-huh”.
• Repeating, paraphrasing or summarising what the caller has said. 
• Acknowledging any emotions expressed by the caller. 

Clarifying

Ensure mutual understanding by confirming information and addressing any uncertainties. This may involve:

• Asking probing questions: "Could you please provide more details about...?"
• Seeking confirmation: "Just to confirm, are you asking about...?"
• Requesting repetition: "I'm sorry, could you repeat that?"
• Clarifying understanding: "So if I understand correctly, you're saying...?"
• Offering options: "Would you like me to clarify anything else?" or "Is there anything specific you need more information about?"

Respectful communication and professional tone

• Maintain a professional, friendly and courteous tone throughout the call.
• Wait to respond to the caller once the caller has finished talking. Don’t talk over them.
• Pause to allow time for the caller to respond to questions or comments.

Clear and concise communication

• Speak clearly and at a pace that the caller can understand. For example, you may realise that they have hearing challenges or speak English as a second language.
• Use concise language to convey information effectively. This includes avoiding unnecessary technical jargon.

Confidentiality

Be mindful of patient confidentiality and avoid discussing sensitive information over the phone where the public can overhear you.

End the call professionally

Thank the caller as appropriate and help with any further enquiries before ending the call politely. This may involve:

• Providing the caller with the opportunity to ask more questions: "Thanks for your call. Before you go, do you have any extra questions about...?"
• Using a friendly tone: "If you ever have questions in the future, don't hesitate to give us a call. Have a great day [caller's name]!"

Whakimihi, congratulations. That brings us to the end of this session on communicating with other health professionals. We have discussed the various channels with a focus on communicating via telephone. In our upcoming session, our focus will shift to email communication.

Fakaalofa atu, hello and welcome back to Dispensing 2. In this session, we continue our exploration of non-aseptic compounding (ironically, beginning at the end) with expiry dates. 

Expiry dates

Expiry dates indicate the period during which an extemporaneously compounded medicine is expected to remain stable and effective when stored under appropriate conditions.

Standard formula

The expiry date is taken from the standard formula. In situations where there is no standard formula for a specific medicine or preparation, the pharmacist will assign an expiry date based on pharmaceutical resources, data, and best practice guidelines.

A standard formula will state whether a preservative is needed or not. Preservatives help prolong the shelf-life of the compounded product by inhibiting microbial growth.

Oral liquids

General guidelines for oral liquids without a standard formula are:

• Without preservatives: 7 days
• With preservatives: 1 month.

External use

General guidelines for external use where there is no formula or stability data:

• Maximum of between 1- 3 months.

Freshly prepared

As a guide to good pharmaceutical practice, it is suggested that mixtures or other medicines recommended to be “freshly prepared” should be prepared not more than 24 hours before issuing to a patient.

Recently prepared

These should be stored in full, airtight, unopened bottles in the pharmacy for no longer than three months. Stock in open containers should be used within two weeks of the first opening.

Check your dates!

Feel like you're going to expire after reading that? Don't worry. Complete this four-question pātaitai (quiz) to check your retention of all things dated.

Terminology recap

In class, you will discuss and practice five different compounding techniques. However, before we look at each one, let’s recap three important terms.

You know the drill! Test your knowledge of each term and jot down the answer on a scrap piece of paper before using the (+) symbol to expand each whakautu (answer). Make sure to watch the short video for each term to visualise the technique in action.

Overview of compounding techniques

Haere whakamua, moving ahead, let’s explore the five compounding techniques that we touched on earlier. This information will provide you with the theoretical and foundational knowledge that you can connect with when you practice each technique in class.

Technique	Method	Equipment	Example
Mixing two or more miscible liquids:	This process involves accurately measuring the volumes of each liquid ingredient and combining them in a suitable container.	Measuring containers. Stirring rod.	Acetic acid ear drops.
Dispersing or dissolving a solid in a liquid:	This process involves gradually adding a solid substance to a liquid while stirring continuously to facilitate dissolution or dispersion.	Conical measure. Stirring rod.	Codeine Linctus.
Preparing a suspension using a mortar and pestle:	A solid substance is triturated (ground or powdered) in a mortar using a pestle to reduce particle size. The powdered solid is then gradually incorporated into a liquid vehicle while continuously mixing to prevent clumping and ensure uniform dispersion.	Mortar and pestle. Stirring rod.	Omeprazole suspension.
Powdering a solid in a mortar and pestle:	Place the solid substance into the mortar and use the pestle to grind and pulverise it into a fine powder.	Mortar and pestle.	Thyroxine Mixture 100micg/5ml.
Preparing an ointment or cream by incorporating an active ingredient using an ointment slab and spatula:	The active ingredient is triturated and then incorporated into a suitable base, such as a petrolatum or water-based cream, on an ointment slab. The mixture is blended thoroughly using a spatula until a homogeneous consistency is achieved.	Ointment slab. Spatula.	Hydrocortisone Ointment 0.5.

He mahi pai! Great job! You’ve reached the end of Week 38 and our exploration of non-aseptic compounding. In our next session, we'll delve into the world of aseptic compounding.