2_Communication Strategies in Pharmacy

Terms in this set (43)

Four Habits Model
Framework for physician communication skills
PQRST
Commonly used for pain. Palliative/Quality/Region/Severity/Timing
OPQRSTUV
Hospice palliative model of PQRST. Onset/Palliative/Quality/Region/Severity/Treatment/understanding impact/Value
BATHE
New Diagnosis/Emotional component, used in extreme situations. Background/Affect/Troubling/Handling/Empathy
MR ROSS
Pictorial tool to increased med rec success
T/F - Med Rec is in Joint Commission Hospital National Patient Safety Goals
True
National Assessment of Adult Literacy (NAAL) - Below Basic
Level 1 - trouble matching information or identifying numbers to use in math problems
National Assessment of Adult Literacy (NAAL) - Basic
Level 2 - solve routine math problems, make inferences but has a hard time interpreting dose charts on OTC meds
National Assessment of Adult Literacy (NAAL) - Intermediate
Level 3 - summarize text, find and apply facts, multi-step math problems
National Assessment of Adult Literacy (NAAL) - Proficient
Level 4 - analyze and integrate several pieces of information, solve complicated math problems
Four major health literary domains
Fundamental, scientific, cultural, civic
Risk factors for low health literacy
age over 65, less than high-school education, low income, ESL, immigrants
REALM
pronounce 66 common words related to anatomy, often used in research
TOFHLA
50 reading and 17 numeracy items involving common medical situations, often used in research
NVS
six questions regarding standard nutrition label, assesses literacy and numeracy
SILS
"How often do you need to have someone help you read instructions, pamphlets, or other written material from your doctor? 1 (never) to 5 (always) 2 or more = inadequate health literacy
SAHLSA-50
Based on REALM "Short Assessment of Health Literacy for Spanish Adults"
Adherence
"The degree to which a patient's behavior meets the agreed plan from the prescriber."
Persistence
Whether the patient continues a medication beyond the first refill. In general,
taking 80% or more of prescribed doses is considered "acceptable" adherence but may
vary depending on the prescription medication (e.g., insulin).
Primary nonadherence
Patient never fills, or fills but does not initiate the medication or behavior change.
Secondary nonadherence (or non-persistence)
Patient begins, but subsequently discontinues,
a medication or behavior change.
Concordance
Prescriber and patient in consultation agree on decisions incorporating their
respective views. This process begins at prescribing but continues with patient support for
taking the medication.
Adherence Estimator
0 points = low risk of nonadherence, 2-7 points = medium risk of nonadherence, 8-36 points = high risk of nonadherence (Is it important, will it harm, is it expensive). For use with individual drugs only.
Morisky Questionnaire
MO RISKY! Predictive adherence measurement tool. Can be used with multiple drugs. Available in other languages.
Indian Health Service Prime Questions
What did your presciber tell you the medication is for? How did your presciber tell you to take the medication? What did your provider tell you to expect?
Medication Management
Encompasses a series of steps: obtaining medications, remember to take them, correctly interpreting labels and instructions, integrating several label instructions to develop a personal medication schedule, correctly measuring and preparing doses, following supplemental administration instructions, and monitoring for efficacy and toxicity
Open Management Concepts
Interviewing to find a patient's individual motivators for doing things: Need for financial security, need for control, need for recognition, need to belong, need for personal self-worth
Motivational Interviewing
Roll with resistance, express empathy, avoid arguing, develop discrepancy, support self-efficiency
Transtheoretical Model - Precontemplation
No plan to implement change in the next 6 months
Transtheoretical Model - Contemplation
Thinking of changing in the next 6 months, but usually does not have a specific plan
Transtheoretical Model - Preparation
Plans to make a change in the next 30 days and has usually taken some steps toward change
Transtheoretical Model - Action
Has overtly changed behavior for less than 6 months
Transtheoretical Model - Maintenance
Has changed behavior for more than 6 months
Transtheoretical Model - Termination
No temptation or lapses and is confident that change can be maintained
National Culturally and Linguistically Appropriate Services (CLAS) in Health and Health Care
Requires that timely language assistance be provided to those with limited English proficiency without charge
Suitability Assessment of Materials (SAM)
Tool to qualitatively evaluate materials under consideration for health literacy and understandability. Evaluates written material. Desired reading level is 5th grade.
Materials Assessment Tool (MAT)
A variation of SAM
The Patient Education Materials Assessment Tool (PEMAT)
Has accountability domain - addresses whether the materials encourage, describe, or provide tools to implement health-related skills and activities. Can be used for powerpoints.
SBAR
Acronym for organized message delivery - Situation, Background, Assessment, Recommendations
CUS technique
Way to communicate to other team members about potential safety concerns - Concern, Uncomfortable, Safety
Letters to the Editor
100 - 250 words. Include full contact info. Many will not print anonymous ones. Many will not print letters from the same person more than every few months.
Op-Ed Pieces
Can be influential and highly visible in local newspapers. Timing is critical - submit quickly. Max 600 - 750 words. Make one carefully crafted main point. Personal stories help. Write for lay audience. Include cover letter. Make a favorable first impression and a memorable last one.
Letters to legislators and senators
Similar guidelines to those for letters to the editor. Use appropriate form of address. Usually only accept letters from constituents.
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