Week 20

Communication Techniques

Our focus in this session is on communication techniques used when informing patients on health-related matters. This includes techniques used to ensure that patients understand the health information provided. A large part of your role as a pharmacy technician is patient counselling, answering questions, and providing information in a way that the patient can understand. Therefore, communicating effectively is an important component of your professional responsibilities.

Creating your own resources

To assist your learning this week, you will be completing a number of scenario activities using the Document Tool.

Although you will be familiar with this now, we encourage you to:

1. invest the time and energy into answering each question. Use these activities to practice (and show off!) applying your skills and knowledge in a safe space. These activities are designed to capture your reflection, revision, and research.
2. download each activity. Save it with an identifiable title (such as ‘Professional Practice – Reflecting on Communication’) and in a folder on your device (it might be labelled something like: Document Tool Activities).
3. use these activities as an opportunity to build up your personalised kete (basket) of learning resources and materials. You can continue to add notes to each activity as you learn more!
4. connect with your pharmacy colleagues to discuss the activities with them. They may have different perspectives, experiences, and knowledge to share, which will enhance your own learning.

Ka pai, let’s get started then!

The meaning of communication

Before we get into the content today, read this article from ThoughtCo for a refresher, and then work through the first activity to activate your prior knowledge of the meaning of communication. The Basic Elements of the Communication Process.

 

Communication Techniques

Communication techniques are the methods we use to communicate with patients, ensuring they receive vital health-related information in a clear, compassionate, and understandable manner.

The specific communication techniques we will be looking into are:

• Active listening
• Summarising and paraphrasing
• Clarifying information from others
• Asking and answering questions
• Responding respectfully and in a non-judgmental manner
• Responding in a culturally appropriate manner
• Using appropriate verbal and non-verbal language
• Communicating information clearly and accurately
• Checking for customer understanding.

Did you get all of these on your list in your notes? Did you have some that aren’t listed? There are many different methods, approaches and styles of communication that people use, but don’t feel overwhelmed - you’ll be surprised by what you already know and do naturally.

Active listening

Let’s start by focusing on active listening. As you know, communication involves not only talking but also listening. For listening to be effective, it needs to be active. Reflect on your understanding of this communication technique in the following activity.

Active and empathic listening are key communication techniques that hold great importance for pharmacy technicians when interacting with patients and providing information on health-related matters. These communication techniques allow you to understand the needs of your patients.

By actively listening, you can:

• be fully present and process the information shared by the patient.
• gather important information that ensures you deliver safe, appropriate, effective care and advice.
• avoid misunderstandings and inappropriate care and advice for the situation.
• build a trusting relationship between the pharmacy and the patient as the patient feels heard and understood.
• build trust and loyalty between the pharmacy, patient and the community, as the pharmacy is seen as providing excellent care and service.
• demonstrate ethical conduct by putting the health and well-being of patients first.

Summarising and Paraphrasing

Summarising and paraphrasing are communication techniques that are particularly valuable when communicating with patients. Draw on your own experience to answer the following questions – you may want to do some research (Google, refer to notes, talk to peers, etc.) for help if needed.

Why are these techniques important?

Imagine that you’re helping a patient with a general health-related matter. How would summarising and paraphrasing assist this situation?

Take a moment to think about the benefits of these communication skills.

Click the (+) symbol to compare your thoughts with our list:

Clarifying

Imagine a scenario where a patient’s health is at risk because of a misunderstanding in medication instructions. Why would clarifying be a skill that you need? Take the opportunity now to reflect on what you already know about this communication technique and how it applies in a pharmacy setting.

Clarifying information involves seeking further details or information to ensure a complete understanding of what the patient is communicating. In your work as a pharmacy technician, this is an essential part of ensuring patient safety.

Take a moment to think about the benefits of clarifying.

Click the (+) symbol to compare your thoughts with our list:

Were there any benefits that you hadn’t thought about? If so, think of a time when you have demonstrated that skill in your practice. You might be surprised to find that it’s something that you do naturally. If not, write it down in your notes and think about how you will apply this in your work.

Asking and answering questions

Most conversations that you have involve asking and answering questions. These communication techniques are crucial elements of effective communication (especially in clarifying information). Now, let’s answer a few questions yourself!

Imagine you are working as a pharmacy technician at a busy retail pharmacy. A patient approaches the counter with a prescription for a medication they've never taken before and that they want to know more about.

As you have already learnt in this programme, it’s important to ask a patient the right questions to gather the necessary health information and to determine the appropriate pharmacy care and guidance to offer. You would need to ask and answer questions here to ensure that key information is clarified. You would also need to determine whether the question is within your scope of practice or if it requires you to refer them to the pharmacist.

By effectively asking and answering questions, you can:

• determine the patient's specific needs and tailor your advice to their individual needs.
• act in a respectful and empathic manner to help establish rapport and make the patient feel heard and understood.
• encourage patients to elaborate on their concerns so they can provide comprehensive information.
• provide accurate, clear, and relevant responses to the patient's enquiries or concerns about their health and medical needs.
• offer informative and accurate answers that empower the patient with knowledge about their health and medications.

Asking questions

Here are some points to remember when asking a patient questions:

• Communicate in clear and straightforward language, avoiding medical jargon. If jargon words are needed, make sure to check the patient has an accurate understanding of the word.
• Be aware of language, cultural and individual preferences in communication and adapt accordingly.
• Use open-ended questions to gather more detailed information, such as the description of symptoms.
• Use closed-ended questions when you need to obtain facts such as dose and medicine names.
• Ask one question at a time so the patient can focus on answering the question fully without confusion.
• Use an open, friendly tone and allow the patient time to think before responding.
• If they seem confused by a question, rephrase the question in another way.
• Be open, accepting, and non-judgmental of the answers given.
• Explain why you are asking a question. For example, “Can you tell me what medications or supplements you are currently taking? This will help me to recommend a product that will be safe for you to use.”
• Ask follow-up questions if you need more information. For example, “Can you tell me more about what this pain feels like?”
• Pay attention and focus on the patient’s answers, giving signals that you are listening, such as head nodding or words such as “OK, I see” or “Yes”.

Answering questions

Here are some points to remember when answering a patient’s questions:

• As with asking a question, communicate with clear and straightforward language.
• Be aware of language, cultural and individual preferences in communication and adapt accordingly.
• Direct your attention to the patient when answering and observe their response to gauge if you have answered their question or if more explanation or clarification is needed.
• Answer the question that was asked and ask if they require any further information or clarification.
• If appropriate and available, provide written information to answer questions to accompany verbal answers.
• If you need to use a resource to answer a patient’s question, say so and return promptly with the answer.
• If you need to refer the patient’s question, explain why.

In our next session, we will continue to explore other communication techniques. In the meantime, continue to reflect on what you’ve learned in this session and practice applying these techniques in your mahi (work). 

You have now completed this session of Professional Practice, ka pai hoki koe, good on you!

Welcome back to our exploration of compliance packaging. This week, we’ll continue to look at how compliance packaging supports patients’ adherence to their medicine treatments. Me tīmata tātou – let’s get started.

Ways to configure compliance packs

You will be familiar with the blister packaging of a Medico Pak. You have previously explored the Medico Pak website, so let’s review what we know about how this type of packing is configured.

The blisters and rows on a Medico Pak are perforated to allow the patient to tear off a full day of medication or one dosing blister at a time. This makes it convenient for taking medication when away from home for a period of time. The patient can take with them only the amount needed rather than the whole pack, which can be difficult to transport.

Blister pack features

Can you recall the other features of each side of the pack? Test yourself and quickly jot down as many as you can remember on a scrap of paper. Once you’ve done that, click on each (+) symbol to compare your answers with ours.

Examples of packaging

Let’s look at some examples of packaging by starting with a scenario.

Ka pai, Sione now has his medication and is confident in understanding how he needs to take it. Now, there is another patient who needs your assistance.

Good work! Susan's prescription is now ready for collection. You now know how to configure weekly and monthly blister packs, as well as provide clear instructions for patients on how to take their medication. Remember, if you’re uncertain about your answers, don’t be shy to discuss the scenario with your support network – your tutor and pharmacy colleagues.

Congratulations, that’s another week of Introduction to Dispensing complete.

Nǐ hǎo, hello and welcome back to Patient Care. In this session, we continue with our journey through different health conditions and pharmacy treatments.

Osteoporosis

This session is a little different. You will use your research skills to explore the health condition osteoporosis and the medicines and pharmacy treatments used in the treatment and management of this condition. By carrying out your own search for reliable and current information, you not only build your knowledge but also strengthen your information searching and critical reading skills. Research is a great way to learn!

The following are the guidelines for when to refer to a pharmacist. These points can be found in the Healthcare Handbook, but you may want to add this information to your research notes as well.

⚠ When to refer to a pharmacist:

• People with other health conditions, pregnant or breastfeeding, or who have allergies to medications
• People taking medicines such as benzodiazepines, blood pressure lowing medicines or other medicines that might cause dizziness and increased risk of falls
• People without osteoporosis who are taking calcium supplements (unless recommended by a doctor)
• People having frequent falls
• People with a history of fractures
• People under 40 or over 80.

And just like that, you’ve wrapped up another week of online study. Give yourself a pat on the back for a job well done. Tekeraoi n am tokanikai, congratulations!