Communication Strategies #1 Strategy: Talk, Care and Connect Create a favorable Environment

Communication Strategies

#1 Strategy:
Talk, Care and Connect

Create A Favorable Environment

•
•
Establish Privacy Reduce Physical
Barriers

“Size-Up” the Person’s:

• Credibility
• Health
• Knowledge
• Intellect
• Personality
• Emotional Status

Determine Beliefs

• Cultural influences
• Beliefs about illness
• Value of illness

Recognize and Adapt to

Person’s Internal “Noise”

• High anxiety persons:
• Share overall conclusions first
• Low anxiety persons
• Build toward conclusion

Employ Positive

Non-Verbal Behaviors

• Forward lean
• Silence—listen
• Good eye contact
• Warm expression
• Postural synchrony
• Open posture (uncross arms)
• Limit self-adaptors (touching self)

Build a Two-Way

Communication Partnership

• Adult-Adult: Empowers Choices
• Information
• Insight
• Empathy
• Confidence
• Parent-Child: Gives Advice
• Child-Child: Makes Demands

An Adult Approach….

• “I’m here to help you get the most benefit from your medication.”

Avoid “I-It” Relationships

Martin Buber’s Schema…

• I-IT
• Impersonal; doesn’t acknowledge person
• I- You
• Businesslike, professional or personal
• I-Thou
• Empathetic with great understanding

There is No Substitute for

Genuine Caring!!

• Show real empathy
• Personalize the message
• Use the patient’s name
• Engage them in the conversation
• Identify and relate to their needs

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”

Introverted Pharmacists

Achieve Greater Compliance

• They are perceived as
• More trustworthy
• Less overbearing

Helpful

Communication Factors
For Better Adherence Deliver:

• Explicit and appropriate instructions
• More and clearer information
• More and better feedback

Organize the Session

• Introduce self and provide a brief orienting statement
• Assess the person’s 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

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

Verbal Strategies

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

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

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 medication’s effects

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

Provide Information-Pt 2

• Explain benefits of medication
• Raise awareness of body cues
• Explain ways person can self-evaluate therapy
• Help develop coping mechanisms
• Don’t insist that the patient comply

Communicate Via

Multiple Modalities

• Speech
• Written materials
• be alert to non-readers
• Graphics
• Models
• Demos

For best results: employ both oral and written presentations

Build Message Redundancy

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

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

Enlist Others

• Work with MD to:
• Simplify regimen
• Reduce number of daily dosage intervals
• Adjust to person’s daily routine
• Enlist family support

Be Creative

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

It’s 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

Therefore, Provide Both…

• Accurate Factual Information
• Positive Emotional Aspects

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

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.