(b) communication skills
Communication is the transmission, reception, exchange and sharing of information in human society, with the purpose of getting to know each other and reaching a common understanding. Before communication, the two sides are independent subjects, and there are uncertainties, indifference, doubts, contradictions and even fierce conflicts. Through communication and resolving contradictions and doubts, the views, evaluations and interests of both sides tend to be consistent. With the development of modern clinical pharmacy, communication technology has become the basic skill for pharmacists to carry out pharmaceutical services.
1. Good drug-patient communication is the basis for establishing and maintaining drug-patient relationship, reviewing drug-related problems, implementing treatment plans, monitoring drug efficacy and carrying out patient health education. The significance of communication lies in:
(1) Help patients get medication guidance, which is conducive to the treatment of diseases, improve the effectiveness, compliance and safety of medication, and reduce the occurrence of adverse drug reactions and adverse events. At the same time, communication is complementary. Communication is the window to understand the patient's heart, from which pharmacists can obtain the patient's information, problems and medication rules.
(2) To solve all kinds of problems of patients in the process of drug treatment through pharmacists' scientific, professional, rigorous and patient answers.
(3) With the deepening of communication and the increase of communication frequency, the emotion and contact between pharmacists and patients are strengthened and close to patients, and patients' satisfaction with drug treatment is increased.
(4) We can establish the values and image of pharmacists and improve public awareness.
2. Communication skills
(1) Listening carefully not only shows respect and courtesy, but also shows the degree of care and attention, which reflects the quality of pharmacists. Pharmacists should listen carefully, try to figure out the content and meaning of patients' information, and don't interrupt each other's conversation easily, so as not to affect the coherence of the speaker's thinking and content.
(2) Pay attention to the expression of language. Pharmacists should pay more attention to using service terms and easy-to-understand language when communicating with patients, try to avoid using professional terms, and try to use short sentences when talking, which will help patients understand and understand the problem. Using open-ended questions, you should ask, "What did the doctor tell you about this medicine?" Instead of a closed question: "Did the doctor tell you how to take medicine?" (Questions that can be answered with "yes", "no" or a simple sentence), open-ended questions can enable pharmacists to obtain more detailed information from patients.
(3) Note that the use of nonverbal communication must depend on a certain symbol system, which is usually divided into two systems: verbal and nonverbal. Linguistic symbol system is the most convenient, widely used and fastest to realize. Non-verbal sign systems occupy the largest proportion, such as smiling, nodding, eye contact, gestures, posture and so on. When talking with patients, always stare at each other, pay attention to the changes of their expressions, and judge their understanding and acceptance of the problem.
(4) Pay attention to the time spent talking with patients, and the information provided should not be too long. Too much information is not conducive to the mastery of patients, but will become an obstacle to communication. The solution is that it is best to prepare some publicity materials in advance and send them to patients during consultation, which can not only save conversation time, but also facilitate patients to read carefully.
(5) Pay attention to special groups, such as infants, the elderly, ethnic minorities and overseas patients, and need to give particularly detailed tips on how to take medicine. The elderly have poor eyesight and hearing, and poor compliance with drugs. It is necessary to explain the usage, contraindications and precautions of drugs repeatedly until the patients fully understand them. At the same time, the elderly have poor memory, slow reaction, easy to forget or take drugs by mistake, and even the phenomenon of repeated drug use and drug overdose occurs from time to time because of different trade names. Therefore, when taking medicine, they only choose to take 1-2 times a day, and clearly write down the usage in writing (or put a reminder label on it). If possible, they can be equipped with a single-dose medicine box to urge their families, relatives or children to urge the elderly to take it on time and in quantity. For ethnic minority patients and overseas patients, please indicate ethnic minority languages or English, French or Japanese as far as possible, and pay attention to ethnic living habits.