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| Preface | |
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| Patient-Centered Communication in Pharmacy Practice | |
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| Overview | |
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| Introduction | |
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| Pharmacists' Responsibility in Patient Care | |
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| Importance of Communication in Meeting Your Patient Care Responsibilities | |
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| What is Patient-Centered Care? | |
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| Understanding Medication Use from the Patient Perspective | |
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| Encouraging a More Active Patient Role in Therapeutic Monitoring | |
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| A Patient-Centered View of the Medication Use Process | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Principles and Elements of Interpersonal Communication | |
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| Overview | |
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| Setting the Stage | |
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| Components of the Interpersonal Communication Model | |
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| Personal Responsibilities in the Communication Model | |
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| In Search of the Meaning of the Message | |
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| Importance of Perception in Communication | |
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| Summary | |
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| Review Questions | |
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| Review Cases | |
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| References | |
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| Suggested Readings | |
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| Nonverbal Communication | |
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| Overview | |
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| Nonverbal versus Verbal Communication | |
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| Elements of Nonverbal Communication | |
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| Distracting Nonverbal Communication | |
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| Detecting Nonverbal Cues in Others | |
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| Dealing with Sensitive Issues | |
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| Overcoming Distracting Nonverbal Factors | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Barriers to Communication | |
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| Overview | |
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| Introduction | |
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| Environmental Barriers | |
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| Personal Barriers | |
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| Administrative Barriers | |
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| Time Barriers | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Listening and Empathic Responding | |
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| Overview | |
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| Listening Well | |
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| Empathic Responding | |
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| Attitudes Underlying Empathy | |
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| Nonverbal Aspects of Empathy | |
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| Problems in Establishing Helping Relationships | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Suggested Readings | |
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| Assertiveness | |
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| Overview | |
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| Beginning Exercise | |
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| Defining Assertiveness | |
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| Theoretical Foundations | |
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| Assertiveness Techniques | |
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| Assertiveness and Patients | |
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| Assertiveness and Other Health Care Professionals | |
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| Assertiveness and Employees | |
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| Assertiveness and Employers | |
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| Assertiveness and Colleagues | |
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| Summary | |
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| Review Questions | |
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| Review Cases | |
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| References | |
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| Interviewing and Assessment | |
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| Overview | |
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| Introduction | |
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| Components of an Effective Interview | |
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| Interviewing as a Process | |
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| Interviewing in Pharmacy Practice | |
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| Interviewing and Patient-Reported Outcomes | |
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| Documenting Interview Information | |
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| Interviewing Using the Telephone | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Suggested Readings | |
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| Helping Patients Manage Therapeutic Regimens | |
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| Overview | |
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| Introduction | |
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| False Assumptions About Patient Understanding and Medication Adherence | |
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| Techniques to Improve Patient Understanding | |
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| Techniques to Establish New Behaviors | |
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| Techniques to Facilitate Behavior Change | |
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| Theoretical Foundations Supporting Behavior Change | |
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| Applying Motivational Interviewing Principles and Strategies | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Medication Safety and Communication Skills | |
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| Overview | |
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| Introduction to Medication Safety Issues | |
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| Types of Errors: Possible Causes and Potential Solutions | |
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| General Strategies to Enhance Patient Safety | |
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| When Errors Occur | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Suggested Readings | |
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| Strategies to Meet Specific Needs | |
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| Overview | |
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| Introduction | |
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| Older Adults | |
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| Communication Impairments | |
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| Patients with Disabilities | |
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| Terminally Ill Patients | |
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| Patients with HIV or AIDS | |
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| Patients with Mental Health Problems | |
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| Suicidal Patients | |
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| Patients with Low Health Literacy | |
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| Cultural Competence | |
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| Caregivers | |
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| Summary | |
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| Review Questions | |
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| Review Cases | |
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| References | |
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| Suggested Readings | |
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| Relevant Websites | |
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| Communicating with Children About Medicines | |
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| Overview | |
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| Need for Educating Children and Their Parents About Medicines | |
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| Importance of Using a Patient-Centered Interaction Style | |
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| Understanding the Cognitive Developmental Level of a Child | |
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| General Principles for Communicating with and Empowering Children | |
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| Toddlers and Preschool Children | |
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| School-Age Children | |
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| Adolescents | |
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| Summary | |
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| Review Questions | |
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| Review Exercise | |
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| References | |
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| Communication Skills and Interprofessional Collaboration | |
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| Overview | |
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| Pharmacist Roles in Collaborative Medication Therapy Management | |
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| Barriers and Facilitators to Collaborative Partnerships | |
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| Initial Steps to Developing Collaborative Arrangements | |
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| Building Trust: The Cornerstone to Successful Collaborative Arrangements | |
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| Using Communication Skills to Enhance Collaborative Relationships | |
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| Six Critical Behaviors Within Collaborative Partnerships | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Suggested Readings | |
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| Electronic Communication in Health Care | |
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| Overview | |
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| Introduction | |
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| Use of the Internet | |
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| Use of E-mail in Society | |
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| Patient-Provider Use of Electronic Communication | |
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| Interprofessional Use of Electronic Communication | |
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| Patient Privacy and System Security Issues | |
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| Liability and the Therapeutic Relationship | |
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| Establishing Pharmaceutical Care Services Using Electronic Communication | |
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| Composing and Managing E-mail Messages | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Ethical Behavior when Communicating Patients | |
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| Overview | |
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| Ethical Patient Care | |
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| A Pharmacy Code of Conduct for a Modern World | |
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| Seven Key Principles Guiding Ethical Conduct | |
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| How Pharmacists Can Resolve Ethical Dilemmas | |
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| Analyzing Patient Cases | |
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| Contemporary Topics in Pharmacy Care | |
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| Summary | |
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| Review Questions | |
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| References | |
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| Index | |