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Module 7
Section 5: Communication challenges
| Question | Answer |
|---|---|
| Three key communication challenges | Environmental barriers Personal issues (for example, reluctant or anxious patients) Time management issues |
| Two examples of environmental barriers in a phamacy | The physical layout of the pharmacy, including the pharmacy counter itself Lack of privacy |
| What can pharmacy staff do to address environmental barriers that hamper communication? | Remove clutter from the counter, set up dividers, and lean forward slightly |
| Reasons patients may be reluctant to communicate with a pharmacy technician | Shyness Low self-confidence Feeling ill In a hurry Not viewing pharmacists and technicians as knowledgeable or friendly |
| What should a pharmacy technician do if they find it difficult to respond to a patient (for example, during a discussion about a fear of dying)? | Show concern and listen to what the patient has to say. |
| What should a pharmacy technician do if a patient is irritable or unwilling to wait for information? | Off to take the patient s phone number for a follow-up call |
| How can a pharmacy technician communicate effectively with patients when others are waiting for service? | Keep communications direct and avoid letting conversations drift away form the original point. |
| Why is it important for a pharmacy technician not to serve a patient at the counter while holding on a phone call? | Interrupting service to the patient at the counter to return to the hone call once off hold can make the patient at the counter think that the phone call is more important than they are. |
Created by:
PRO Teacher
Lane.Wendy
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