EFFICIENT PATIENT

INTERVIEW

EMTENAN ALHARBI,Mcs

To conduct a more efficient patient interview

Efficient Patient Interview Avoid making recommendations during the

information-gathering phases of the interview Do not jump to conclusions or rapid

solutions without hearing all of the facts. Do not shift from one subject to another

until each subject has been followed through. Guide the interview using a combination of

open ended and closed ended questions. keep your goals clearly in mind, but do not

let them dominate how you go about the interview.

Efficient Patient Interview Determine the patient’s ability to learn

specific information in order to guide you in your presentation of the material.

Maintain objectivity by not allowing the patient’s attitudes, beliefs, or prejudices to influence your thinking.

Be aware of the patient’s nonverbal messages.

Depending on your relationship with patient, move on from less personal to more personal topics. This may remove some of the patient’s initial defensiveness.

Note taking should be as brief as possible.

COMMUNICATION SKILLS WITH HEALTH CARE PROFESSIONALS

Interacting with Physicians Often have trouble communicating Both are busy professionals Some RPh intimidated by MD Build Rapport

Interacting with PhysiciansBefore calling the physicianHave the necessary facts readyHave a literature citation readyBe succinct and to the point in your

communicationIdentify yourself, the patient involved,

the problem and your recommendation Be prepared to use the SOAP approach have an alternative recommendation

Interacting with PhysiciansStay within the pharmacist’s

expertise :Choose the right time and place for

conversationFollow the chain of commandDon’t interrupt physician-patient,

physician-teaching unless needed

Pharmacist-Nurse CommunicationOften have trouble communicating :Most communications occur because of

errors in dispensing, distribution or administration.

Telephone is the primary communicating media

Show mutual respect Communicate clearly, timely

Pharmacist-Pharmacist Communication Clear communication of patient

information during shift switch. Direct communication between

consulting pharmacist and the pharmacist on the patient care team.

Community and institutionalized pharmacists rarely communicate Unified health care delivery system

Types of Response

Aggressiveness Passiveness Assertiveness

Assertiveness

Is a style of response that focuses on resolving conflicts in relationships in an atmosphere of mutual respect.

To be assertive, each person must be able to directly and honestly convey their opinions.

This type of communication allows people to stand up for their rights without infringing on the rights of others.

Assertiveness

Assertion involves respect, but not deference

Takes practice and commitment from you to know your rights

The hallmark of practicing being assertive is making “I” statements

Your Assertiveness RightsThe right to judge your own behavior The right to offer no reasons or excuses to justify your

behavior. The right to judge whether you are responsible for

finding solutions to other people’s problems. The right to change your mind The right to make mistakes—and be responsible for

them. The right to say, “I don’t know.” The right to be independent of the goodwill of others

before coping with them. The right to be illogical in making decisions. The right to say, “I don’t understand.” The right to say no without feeling guilty.

Antagonistic patients

Refuse pharmacist-patient interaction of any sort.

Be as professional as possible Be direct and assertive Limit the time of the interaction Help the patient to regain trust in the

health system by being available when the patient come back asking for information

Show respect

Non or Over communicative Patients Non-communicative Patients: Don’t volunteer information or interest Yes/No answer type Ask open ended questions Overly communicative patients: Control over conversation Redirect when they wander off