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The Fifth Edition of Communication Skills in Pharmacy Practice helps pharmacy and pharmacy technician students learn the principles, skills, and practices that are the foundation for clear communication and the essential development of trust between them and their future patients. This text's logical organization guides students from theory and basic principles to practical skills development to the application of those skills in everyday encounters. Sample dialogues show students how to effectively communicate and practical exercises fine tune their communication skills in dealing with a variety of sensitive situations that arise in pharmacy practice

NEW TO THE FIFTH EDITION:

New Pharmacy and Pharmacy Technician Instructor's Manuals available on the textbook's thePoint site help faculty administer and deliver their courses. New chapter on medication safety and communication skills (Chapter 9) offers strategies to reduce medication errors and protect patient safety. New chapter on electronic communication in healthcare (Chapter 13) provides guidelines to avoid common misunderstandings via email and the Internet. Expanded coverage of communication skills and interprofessional collaboration (Chapter 12) helps students learn how to effectively interact with other members of the healthcare team New photographs, illustrations, and tables visually engage students and enhance learning and retention of important concepts.

Tabla de contenidos provista por Syndetics

• Preface(p. xi)
• Chapter 1 Patient-Centered Communication in Pharmacy Practice(p. 1)
• Overview(p. 1)
• Introduction(p. 1)
• Pharmacists' Responsibility in Patient Care(p. 2)
• Importance of Communication in Meeting Your Patient Care Responsibilities(p. 3)
• What is Patient-Centered Care?(p. 4)
• Understanding Medication Use from the Patient Perspective(p. 4)
• Encouraging a More Active Patient Role in Therapeutic Monitoring(p. 5)
• A Patient-Centered View of the Medication Use Process(p. 6)
• Summary(p. 9)
• Review Questions(p. 9)
• References(p. 9)
• Chapter 2 Principles and Elements of Interpersonal Communication(p. 12)
• Overview(p. 12)
• Setting the Stage(p. 12)
• Components of the Interpersonal Communication Model(p. 13)
• Personal Responsibilities in the Communication Model(p. 16)
• In Search of the Meaning of the Message(p. 17)
• Importance of Perception in Communication(p. 22)
• Summary(p. 25)
• Review Questions(p. 26)
• Review Cases(p. 26)
• References(p. 27)
• Suggested Readings(p. 27)
• Chapter 3 Nonverbal Communication(p. 28)
• Overview(p. 28)
• Nonverbal versus Verbal Communication(p. 28)
• Elements of Nonverbal Communication(p. 29)
• Distracting Nonverbal Communication(p. 32)
• Detecting Nonverbal Cues in Others(p. 34)
• Dealing with Sensitive Issues(p. 34)
• Overcoming Distracting Nonverbal Factors(p. 35)
• Summary(p. 36)
• Review Questions(p. 37)
• References(p. 37)
• Chapter 4 Barriers to Communication(p. 38)
• Overview(p. 38)
• Introduction(p. 38)
• Environmental Barriers(p. 39)
• Personal Barriers(p. 43)
• Administrative Barriers(p. 47)
• Time Barriers(p. 48)
• Summary(p. 49)
• Review Questions(p. 49)
• References(p. 49)
• Chapter 5 Listening and Empathic Responding(p. 50)
• Overview(p. 50)
• Listening Well(p. 50)
• Empathic Responding(p. 52)
• Attitudes Underlying Empathy(p. 60)
• Nonverbal Aspects of Empathy(p. 62)
• Problems in Establishing Helping Relationships(p. 63)
• Summary(p. 65)
• Review Questions(p. 65)
• References(p. 65)
• Suggested Readings(p. 66)
• Chapter 6 Assertiveness(p. 87)
• Overview(p. 67)
• Beginning Exercise(p. 67)
• Defining Assertiveness(p. 68)
• Theoretical Foundations(p. 70)
• Assertiveness Techniques(p. 71)
• Assertiveness and Patients(p. 74)
• Assertiveness and Other Health Care Professionals(p. 75)
• Assertiveness and Employees(p. 77)
• Assertiveness and Employers(p. 79)
• Assertiveness and Colleagues(p. 82)
• Summary(p. 83)
• Review Questions(p. 84)
• Review Cases(p. 84)
• References(p. 84)
• Chapter 7 Interviewing and Assessment(p. 86)
• Overview(p. 86)
• Introduction(p. 86)
• Components of an Effective Interview(p. 87)
• Interviewing as a Process(p. 92)
• Interviewing in Pharmacy Practice(p. 96)
• Interviewing and Patient-Reported Outcomes(p. 100)
• Documenting Interview Information(p. 102)
• Interviewing Using the Telephone(p. 103)
• Summary(p. 104)
• Review Questions(p. 105)
• References(p. 105)
• Suggested Readings(p. 105)
• Chapter 8 Helping Patients Manage Therapeutic Regimens(p. 106)
• Overview(p. 106)
• Introduction(p. 106)
• False Assumptions About Patient Understanding and Medication Adherence(p. 108)
• Techniques to Improve Patient Understanding(p. 110)
• Techniques to Establish New Behaviors(p. 111)
• Techniques to Facilitate Behavior Change(p. 113)
• Theoretical Foundations Supporting Behavior Change(p. 114)
• Applying Motivational Interviewing Principles and Strategies(p. 119)
• Summary(p. 124)
• Review Questions(p. 130)
• References(p. 131)
• Chapter 9 Medication Safety and Communication Skills(p. 133)
• Overview(p. 133)
• Introduction to Medication Safety Issues(p. 134)
• Types of Errors: Possible Causes and Potential Solutions(p. 135)
• General Strategies to Enhance Patient Safety(p. 140)
• When Errors Occur(p. 143)
• Summary(p. 146)
• Review Questions(p. 146)
• References(p. 146)
• Suggested Readings(p. 146)
• Chapter 10 Strategies to Meet Specific Needs(p. 148)
• Overview(p. 148)
• Introduction(p. 148)
• Older Adults(p. 149)
• Communication Impairments(p. 150)
• Patients with Disabilities(p. 153)
• Terminally Ill Patients(p. 155)
• Patients with HIV or AIDS(p. 157)
• Patients with Mental Health Problems(p. 157)
• Suicidal Patients(p. 159)
• Patients with Low Health Literacy(p. 161)
• Cultural Competence(p. 162)
• Caregivers(p. 163)
• Summary(p. 164)
• Review Questions(p. 164)
• Review Cases(p. 165)
• References(p. 168)
• Suggested Readings(p. 168)
• Relevant Websites(p. 168)
• Chapter 11 Communicating with Children About Medicines(p. 169)
• Overview(p. 169)
• Need for Educating Children and Their Parents About Medicines(p. 169)
• Importance of Using a Patient-Centered Interaction Style(p. 171)
• Understanding the Cognitive Developmental Level of a Child(p. 172)
• General Principles for Communicating with and Empowering Children(p. 174)
• Toddlers and Preschool Children(p. 174)
• School-Age Children(p. 176)
• Adolescents(p. 176)
• Summary(p. 177)
• Review Questions(p. 178)
• Review Exercise(p. 178)
• References(p. 178)
• Chapter 12 Communication Skills and Interprofessional Collaboration(p. 180)
• Overview(p. 180)
• Pharmacist Roles in Collaborative Medication Therapy Management(p. 182)
• Barriers and Facilitators to Collaborative Partnerships(p. 184)
• Initial Steps to Developing Collaborative Arrangements(p. 187)
• Building Trust: The Cornerstone to Successful Collaborative Arrangements(p. 188)
• Using Communication Skills to Enhance Collaborative Relationships(p. 190)
• Six Critical Behaviors Within Collaborative Partnerships(p. 191)
• Summary(p. 193)
• Review Questions(p. 194)
• References(p. 194)
• Suggested Readings(p. 195)
• Chapter 13 Electronic Communication in Health Care(p. 196)
• Overview(p. 196)
• Introduction(p. 197)
• Use of the Internet(p. 198)
• Use of E-mail in Society(p. 198)
• Patient-Provider Use of Electronic Communication(p. 199)
• Interprofessional Use of Electronic Communication(p. 202)
• Patient Privacy and System Security Issues(p. 203)
• Liability and the Therapeutic Relationship(p. 205)
• Establishing Pharmaceutical Care Services Using Electronic Communication(p. 206)
• Composing and Managing E-mail Messages(p. 207)
• Summary(p. 208)
• Review Questions(p. 209)
• References(p. 209)
• Chapter 14 Ethical Behavior when Communicating Patients(p. 212)
• Overview(p. 212)
• Ethical Patient Care(p. 212)
• A Pharmacy Code of Conduct for a Modern World(p. 214)
• Seven Key Principles Guiding Ethical Conduct(p. 215)
• How Pharmacists Can Resolve Ethical Dilemmas(p. 224)
• Analyzing Patient Cases(p. 225)
• Contemporary Topics in Pharmacy Care(p. 228)
• Summary(p. 232)
• Review Questions(p. 232)
• References(p. 232)
• Index(p. 235)