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Communication Strategies

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Communication Strategies #1 Strategy: Talk, Care and Connect Create A Favorable Environment Establish Privacy Reduce Physical Barriers Size-Up the Person s ... – PowerPoint PPT presentation

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Title: Communication Strategies


1
Communication Strategies
  • 1 Strategy
  • Talk, Care and Connect

2
Create A Favorable Environment
  • Establish Privacy
  • Reduce Physical Barriers

3
Size-Up the Persons
  • Credibility
  • Health
  • Knowledge
  • Intellect
  • Personality
  • Emotional Status

4
Determine Beliefs
  • Cultural influences
  • Beliefs about illness
  • Value of illness

5
Recognize and Adapt to Persons Internal Noise
  • High anxiety persons
  • Share overall conclusions first
  • Low anxiety persons
  • Build toward conclusion

6
Employ Positive Non-Verbal Behaviors
  • Forward lean
  • Silencelisten
  • Good eye contact
  • Warm expression
  • Postural synchrony
  • Open posture (uncross arms)
  • Limit self-adaptors (touching self)

7
Build a Two-Way Communication Partnership
  • Adult-Adult Empowers Choices
  • Information
  • Insight
  • Empathy
  • Confidence
  • Parent-Child Gives Advice
  • Child-Child Makes Demands

8
An Adult Approach.
  • Im here to help you get the most benefit from
    your medication.

9
Avoid I-It Relationships
  • Martin Bubers Schema
  • I-IT
  • Impersonal doesnt acknowledge person
  • I- You
  • Businesslike, professional or personal
  • I-Thou
  • Empathetic with great understanding

10
There is No Substitute for Genuine Caring!!
  • Show real empathy
  • Personalize the message
  • Use the patients name
  • Engage them in the conversation
  • Identify and relate to their needs

11
Create Credibility
  • Present a Professional Appearance
  • Assume a Professional Affect
  • Establish Trust
  • Go slow
  • Follow-through
  • Display genuine interest
  • Allow the person to save face
  • Establish Appropriate Distance and Boundaries

12
Introverted PharmacistsAchieve Greater
Compliance
  • They are perceived as
  • More trustworthy
  • Less overbearing

13
HelpfulCommunication Factors
  • For Better Adherence Deliver
  • Explicit and appropriate instructions
  • More and clearer information
  • More and better feedback

14
Organize the Session
  • Introduce self and provide a brief orienting
    statement
  • Assess the persons anxiety and beliefs
  • Prioritize and structure information- giving to
    span 3-5 main points
  • Employ transitions between ideas
  • Closing
  • Summarize key points
  • Provide written information, even to the most
    educated patient

15
Strategies to Detect Non-Adherence
  • Gather Objective Data
  • Refill information and objective lab values
  • Interview Person
  • but not via an inquisition
  • Brown-bag Programs
  • Patients bring all of their medications in a bag
    to the pharmacist for counseling
  • Compliance Clinics

16
Verbal Strategies
  • Speak Clearly
  • Avoid jargon
  • Explain WHY/WHY NOT
  • Limit message length
  • Establish 3-5 key messages
  • Repeat important content

17
Probe for Understanding
  • This is an ethical responsibility
  • The basic and most common cause of
    non-compliance is the patient who does not
    understand that is expected. Frank E. Young MD
    Ph.D.
  • Former FDA Commissioner

18
Strategies to Verify Understanding
  • Gentle Probes
  • What will you do? Show me.
  • Why?
  • Ask the person to review the content of your
    counseling
  • Ask the person to predict the medications effects

19
Provide Information-Pt 1
  • Be persuasive!
  • Describe use
  • Inform about side effects
  • Research shows this does not increase side
    effects
  • Tell when and how medication will help
  • Avoid being too complicated or detailed

20
Provide Information-Pt 2
  • Explain benefits of medication
  • Raise awareness of body cues
  • Explain ways person can self-evaluate therapy
  • Help develop coping mechanisms
  • Dont insist that the patient comply

21
Communicate ViaMultiple Modalities
  • Speech
  • Written materials
  • be alert to non-readers
  • Graphics
  • Models
  • Demos
  • For best results employ both oral and written
    presentations

22
Build Message Redundancy
  • T1 --Explain what you will tell the patient
  • T2 -- Tell it
  • T3 -- Review what you told them

23
Communicate Frequently
  • Encourage future communication
  • Suggest calling to discuss concerns
  • Refill counseling is an important opportunity to
  • Identify changing beliefs about illness
  • Identify side effects which may lead to
    non-adherence

24
Enlist Others
  • Work with MD to
  • Simplify regimen
  • Reduce number of daily dosage intervals
  • Adjust to persons daily routine
  • Enlist family support

25
Be Creative
  • Supply medication reminders
  • Organizers
  • Alarms
  • Check-off sheets
  • Contracts
  • Remind of refills by mail or telephone

26
Its Not Just About Information
  • The lower the patient satisfaction with the
    interaction, the greater the likelihood of
    non-adherence
  • There is no substitute for a warm and caring
    relationship

27
Therefore, Provide Both
  • Accurate Factual Information
  • Positive Emotional Aspects

28
Human Interaction Increases Adherence
  • Non-adherence was reduced by 25 when the
    pharmacist, rather than the clerk, handed the
    medication to the patient.
  • Patient involvement increases adherence

29
In closing
  • We have discussed the differences between
    patient compliance, and patient adherence. The
    latter is a more complex and inclusive construct.
  • We also considered several reasons why patients
    do not adhere to treatment regimens, and how
    healthcare professionals can employ effective
    communication strategies to increase patient
    well-being.
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