RT Book, Section
A1 Hermansen-Kobulnicky, Carol J.
A2 Whalen, Karen
A2 Hardin, Heather C.
SR Print(0)
ID 1150196935
T1 Oral and Nonverbal Communication in Medication Therapy Management
T2 Medication Therapy Management: A Comprehensive Approach, 2e
YR 2018
FD 2018
PB McGraw-Hill Education
PP New York, NY
SN 9781260108453
LK accesspharmacy.mhmedical.com/content.aspx?aid=1150196935
RD 2023/09/29
AB KEY  POINTSGood  communication  is  a  key  requirement  of  patient-centered  care  that  addresses  patients’  needs  and  wants.Nonverbal  communication  contributes  to  how  individuals  understand  each  other,  especially  when  feelings  are  expressed.Each  mode  of  communication,  eg,  in-person,  telephone,  and  telehealth,  have  unique  communication  requirements.Building  rapport  with  patients  is  critical  for  helping  them  feel  comfortable  with  medication  therapy  management  (MTM)  services  and  providers.Asking  patients  both  open-ended  and  closed-ended  questions  helps  elicit  the  information  needed  to  understand  their  perspectives  and  conditions.To  listen  well,  the  listener  must  be  engaged,  noticing  nuances  of  what  is  said,  observing  and  attending  to  nonverbal  cues,  and  providing  useful  responses  to  the  speaker.Choosing  to  listen  to  patients  in  order  to  understand  them  and  then  communicating  that  understanding  back  to  them  is  patient-centered.Empathic  responding  explicitly  acknowledges  the  emotional  aspect  of  what  has  been  said  and  the  reason  for  such  emotion.A  service  script  can  be  a  very  useful  tool  for  any  pharmacy  service  activity  requiring  standardization  for  quality  assurance  purposes.When  you  are  personally  selling  your  MTM  service,  believing  in  the  service  and  being  confident  are  key.The  way  in  which  an  interview  or  consultation  is  organized  can  be  improved  by  using  transitions,  orientation,  cues,  and  summarizing.According  to  a  2003  nationwide  study  (the  National  Assessment  of  Adult  Literacy),  only  12%  of  the  over  19  000  adults  surveyed  were  found  to  be  “proficient”  in  health  literacy,  and  only  3%  of  those  65  years  and  older  demonstrated  proficiency.Motivational  interviewing  (MI)  is  a  communication  technique  and  philosophy  of  helping  individuals  with  behavioral  change.Screening,  Brief  Intervention,  and  Referral  to  Treatment  (SBIRT)  is  a  successful  technique  for  addressing  alcohol  and  other  substance  use  with  patients.  SBIRT  stands  for  screening,  brief  intervention,  and  referral  to  treatment.Working  effectively  with  people  who  have  lower  incomes  and  who  experience  generational  poverty  takes  a  deep  appreciation  for,  and  knowledge  of,  the  characteristics  of  this  group  as  well  as  those  who  experience  situational  poverty  and  members  of  the  middle  class.The  mnemonic  Situation,  Background,  Assessment,  Recommendation  (SBAR)  is  a  useful  framework  when  speaking  with  prescribers.  It  stands  for  situation,  background,  assessment,  and  recommendation.Developing  a  working  collaborative  relationship  with  a  physician  is  a  multistage  process.