Essential Communication Skills - ANSWERSestablish trust
communicate verbally
ask questions
listen
communicate nonverbally
show empathy and encouragement
remain clinically objective
tailor counseling to meet patient needs
motivate patients
provide privacy and confidentiality
T/F: Print materials are valuable only as an adjunct to
dialogue and discussion. - ANSWERSTrue
Wording for Written Materials: - ANSWERS- common words- LAY TERMS
- grade 5-6 reading level
-brand + generic + pronunciation
- active sentences
-affirmative sentences
-be specific
Layout for Written Materials - ANSWERS-headlines and subheadings
-margins and empty spaces
-EMPHASIZE
, -upper and lower case
-pictograms simple
-14-point font or larger
Why are Audiovisual Aids helpful? What are they? - ANSWERSif you have limited time with the patient
-typically provided at no cost by manufactures
-diagrams/picture or video stimulations
Why is demonstration and practice important? - ANSWERS-pharmacist can evaluate technique - allows
pharmacist to identify any errors and correct them
-great way to gain trust and show what we can offer!
10-step Modified Patient Counseling Encounter: - ANSWERS1. introduce yourself and purpose of
counseling
2. Confirm patient
3. verify pertinent profile information
4. discussion to assess understanding
5. teach to the gaps/inaccuracies in understanding
6. provide additional relevant information
7. address any patient concerns
8. verify understanding (RECEIPT OF SERVICE!)
9. supply a written summary to support encounter
10. conclude and provide contact information
What are the three prime questions when counseling? - ANSWERS1. What did the doctor tell you this
med is for?
2. How did the doctor tell you to take this med?
3. What did the doctor tell you to expect?
DRUG acronym - ANSWERSDosage
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