pha 3002c ippe-ii professional communications janet p. barber, phd march 28, 2011
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Lecture 10 Communicating with Special Groups Communication Skills in Pharmacy Practice , Chps 10-11. PHA 3002C IPPE-II Professional Communications Janet P. Barber, PhD March 28, 2011. Lecture Overview. Older adults patients Patients w/ communication impairments Patients w/ disabilities - PowerPoint PPT PresentationTRANSCRIPT
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Lecture 10
Communicating with Special Groups Communication Skills in Pharmacy Practice, Chps 10-11
PHA 3002C IPPE-II
Professional Communications
Janet P. Barber, PhDMarch 28, 2011
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Lecture Overview
Older adults patients
Patients w/ communication impairments
Patients w/ disabilities
Terminally ill patients
Patients w/ HIV/AIDS*
Patients w/ mental health problems*
Suicidal patients*
Patients w/ mental health problems*
Patients w/ low health literacy*
Cultural competence*
Caregivers
Young patients and adolescents
*See textbook2
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General Advice
If you believe that a person has a special problem, check to see if your perception is accurate– Look for non-verbal clues– Use open-ended questions
Avoid stereotyping patients
. . . Be patient!!
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Adult Patients
Today’s adult patient population takes a more active role in the control of their health and well-being
Adults are more knowledgeable about– Treatments– Costs– Benefits– Medications
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Print Advertisements and Commercials
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Older Patients
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Increased Interaction with
Older Adults
Percentage of the elderly population increasing (12.9% in 2009; projected to be 20% in 2030)
Elderly consume a disproportionate share of prescriptions drugs (30%) and over-the-counter medications (40%)
2 out of 3 older adults take at least 1 medication per day
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Barriers to Communicating with
Older Patients
Pharmacists may not fully recognize elderly patients’ limitations and the effect of disabilities
Attitude of the pharmacist – be cognizant of age-related perceptual differences
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Limitations of the Older Patient
Hearing Loss
Vision impairment
Dementia
Language disorders
Altered pain threshold
Difficulties eating,
swallowing
Altered taste and thirst
Transportation difficulties
Mobility limitations
Propensity to fall
Limitations in activities of daily living
Reduced economic resources
Loss of physical energy
Isolation
Depression
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Physiological Changes in Older Patients
Physiological changes alter the pharmacokinetics of many drugs in the elderly– Age-related changes relevant to drug pharmacology
Absorption: > in absorptive surface & < gastric pH Distribution: > in total body water and lean body mass Metabolism: > in liver blood flow, enzyme activity Excretion: > in renal blood flow
– Result is an < risk of adversereactions and interactions in the elderly—nearly double that of younger adults
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Aging Affects Learning
Some older adults learn at a slower rate – Have the ability to learn but process information
at a slower rate
Short-term memory, recall, and attention span may be diminished
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Accommodating Learning Deficits
Speak slower
Break down learning into smaller tasks
Build on past experiences
Encourage feedback
Ask patient politely to repeat instructions
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Methods to Deal More Effectively with the Older Patient
Recognize feelings Attend to drug-use problems Provide extra time Deal with disabilities Consider patient-specific needs Provide follow-up Provide privacy
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Communication Impairments
Vision
Hearing
Speech
Aphasia
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Communicating with Patients with Visual Impairment
Large print
Pastel paper
Adequate light
Braille
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Patients with Hearing Impairment
Due to birth defects, injury, exposure to loud sound, aging
Different types: – General types: conductive, sensorineural, central– Presbycusis – hearing loss associated with aging;
affects more than half of older people
People with hearing problems often ‘speech read’– Watch lips, facial expressions and gestures
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Communicating with Patients with Hearing Impairment
Do not shout
Do not speak directly into ear
Slow down rate of speech
Facilitate speech-reading by standing in front of patient (~ 3-6 ft away)
Use a lower tone of voice
Remove environmental barriers
Use written communication
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Patients with Speech Impairments
Dysarthria– Interference with normal control of speech mechanism due
to disease (e.g., Parkinson’s, MS), strokes or accidents– Involves slurred or difficult-to-understand speech
Laryngectomy - removal of larynx– Learn to speak again (esophageal speech or with aid
of electronic device)
Aphasia – following stroke– Reduced ability to understand and speak– Recall problems; sequencing problems; short sentences
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Communicating with Patients with Speech Impairments
Be patient
Do not fill in words
Speak in brief sentences
Do not be offended by involuntary responses that seem inappropriate
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Communicating with Patients with Disabilities
Wheel chair bound patients
Learning disabled patients
Homebound patients
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Communicating with Terminally Ill Patients
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Communicating with Terminally Ill Patients & Their Families
Be sensitive to stage of adjustment of patient– Ask open-ended to questions
(“How are you doing today?”)– Be aware of and honest about your own feelings
about death(I don’t know what to say right now.” “Tell me how I can help you.”)
– Show concern
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Stages of Dying Kubler-Ross, MD (1970)
Natural progression of dying process Patients come to terms with impending deathPsychological reactions to their situation
Five stages1. Avoidance and denial (“No, not me”)2. Anger, hostility, resentment (“Why me?)3. Bargaining with God to postpone inevitable (“Yes, me, but…”)4. Depression (“Yes, me”)5. Acceptance–productive ways of dealing with death (“I’m ready”)
Applies to most major stresses/losses in life
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Pharmacist Response to Dying Patient
Denial Understand, listen; do not try to convince
Anger Do not respond in anger; let patient vent feelings; empathize; realize patient is not angry with you
Bargaining Listen; help patient focus on what is possible
Depression Allow patient to express sorrow; listen if patient wants to talk
Acceptance Be affirming
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Definition of Caregivers
Caregivers are an formal/informal network of individuals who take care of impaired relatives/friends who can not take care of themselves.
Caregiving refers to– Activities and experiences involved in providing
direct assistance to relatives or friends who are unable to perform independently normal activities of daily living
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Communicating with Caregivers
Caregivers can be people who– Take care of older adults with chronic conditions– Parents who take care of children during acute
illnesses– Take care of family members, friends– Are hired assistants
Certain strategies must be used since you can’t communicate directly with patients
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Sources of Caregiver Stress
Primary sources– Care recipient’s cognitive status– Care recipient’s problematic behavior– Number of activities for which impaired
recipient is dependent on caregiver– Extent of dependency of each activity– Caregiver overload or burnout
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Outcomes of Stress
Depression
Anxiety
Physical health decline
Giving up caregiver role
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How Pharmacists Communicate with Caregivers
Help caregiver understand the patient’s condition and treatment and how to communicate specific instructions to the patient
Teach caregiver how to monitor patient therapeutic response to a specific medication
Encourage caregiver to contact you if they have questions/problems
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Communicating with Young Patients and Adolescents
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Communicating with Young Patients and Adolescents
Certain patient characteristics affect the emphasis that needs to be placed on certain aspects of counseling
Different than communicating with adults in two distinct ways:
Communication typically involves 3 people
RPh needs to communicate at a level that is appropriate for the cognitive developmental level of the child
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Four Stages of Cognitive Developmental in Children
(Based on work of Jean Piaget, 1932)
Sensory motor stage (birth to 2 yrs)– Learning centered around child; no concept of objects
outside of selfPre-operational stage (2 to 7 yrs)
– Children consider only a single aspect of a situation; concrete reasoning of here and now
Concrete operational stage (7 to 12 yrs)– Separate internal and external worlds; become problem
solvers; begin to understand disease prevention; still objective
Formal operational stage (age 13 to adult)– Capable of hypothetical, abstract thought; reason logically;
understand idea of personal control of one’s health
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Communicating with Young Children
Attempt to communicate at child’s level
Ask open-ended questions so that you can assess what the child understands
Use simple sentences for all children
Ask whether the child has questions
Use both written and verbal communication
Don’t ignore child!
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School-AgedChildren & Adolescents
At 5 or 6 child can be more involved in education about their medicines
Adolescents may want to speak with pharmacist without parent present– Allows you to build trust with the teen– Oral contraceptives and STD’s
Teenagers can be given educational messages that would be given to an adult, but are more responsive to shock appeal