PHA 320: Pharmacy Communications
Midterm Exam Study Set
What is patient-centered care? - answer providing care that is respectful of and
responsive to individual patient preferences, needs, and values, and ensuring that
patient values guide all clinical decisions
What are the five dimensions of patient centered care? - answer 1. Understand all
aspects of the patient's illness
2. Perceive all patients as a person
3. Foster an egalitarian relationship.
4. Build a therapeutic alliance
5. Develop self-awareness
What are the steps in the medication use process? - answer 1. Patient perceives
healthcare need
2. Patients interprets problem
3. Patient will either take action or not
4. If they take action, they will self-help, consult a nonmedical person, or contact
healthcare professional
5. Healthcare professional recommendation
6. Patient accepts or refuses
7. Patient monitors response
8. Follow up visit or no follow up
Describe medication centered care? - answer Simply telling the patient about the drug:
side effects, dose, route, not giving any other information.
What is task centered care? - answer Making sure you fill a prescription in a timely
manner, disregarding the patient experience.
What is practitioner centered care? - answer Patient is acted on by the practitioner
based on what he or she thinks is the best course of action. No patient interaction.
What are the patient-centered care pharmacist responsibilities? - answer Develop
trusting relationships
, Engage in open exchange of information
Involve patients in decision-making
Help patients reach therapeutic goals
THIS ALL EQUALS EFFECTIVE COMMUNICATION
What is the pharmacist's goal of patient-centered care communication process? -
answer make the understanding of the patient and you regarding the disease, illness
experience, and treatment goals as congruent as possible
Interpersonal skills are ___ oriented? - answer relational and process oriented
focus on the effect of communication of someone else
the process by which messages are generated and transmitted by one person, and
subsequently received and translated by another - answer Interpersonal communication
5 elements of interpersonal communication? - answer 1. sender
2. message
3. barriers
4. receiver
5. feedback
What comprises a message? - answer verbal and non-verbal components (non-verbal
components are much more important)
What comprises verbal components? - answer Thoughts, ideas, emotions and
information
What comprises nonverbal components? - answer Emotions, attitudes, information. Can
include tone, speed, inflection of voice.
Most important of the 5 elements of interpersonal communication? - answer feedback
*It ensures that the intended meaning of the message is understood
What is the receiver's job in communication? - answer Decodes the message based on
past experiences and considers both the verbal and nonverbal components.
Barriers to communication? - answer 1. environmental - crowding, counter height, etc.
2. personal - stereotyping, language barriers
3. patient-related - perception of healthcare, pharmacist
4. administrative - time allowance, view of managers
Midterm Exam Study Set
What is patient-centered care? - answer providing care that is respectful of and
responsive to individual patient preferences, needs, and values, and ensuring that
patient values guide all clinical decisions
What are the five dimensions of patient centered care? - answer 1. Understand all
aspects of the patient's illness
2. Perceive all patients as a person
3. Foster an egalitarian relationship.
4. Build a therapeutic alliance
5. Develop self-awareness
What are the steps in the medication use process? - answer 1. Patient perceives
healthcare need
2. Patients interprets problem
3. Patient will either take action or not
4. If they take action, they will self-help, consult a nonmedical person, or contact
healthcare professional
5. Healthcare professional recommendation
6. Patient accepts or refuses
7. Patient monitors response
8. Follow up visit or no follow up
Describe medication centered care? - answer Simply telling the patient about the drug:
side effects, dose, route, not giving any other information.
What is task centered care? - answer Making sure you fill a prescription in a timely
manner, disregarding the patient experience.
What is practitioner centered care? - answer Patient is acted on by the practitioner
based on what he or she thinks is the best course of action. No patient interaction.
What are the patient-centered care pharmacist responsibilities? - answer Develop
trusting relationships
, Engage in open exchange of information
Involve patients in decision-making
Help patients reach therapeutic goals
THIS ALL EQUALS EFFECTIVE COMMUNICATION
What is the pharmacist's goal of patient-centered care communication process? -
answer make the understanding of the patient and you regarding the disease, illness
experience, and treatment goals as congruent as possible
Interpersonal skills are ___ oriented? - answer relational and process oriented
focus on the effect of communication of someone else
the process by which messages are generated and transmitted by one person, and
subsequently received and translated by another - answer Interpersonal communication
5 elements of interpersonal communication? - answer 1. sender
2. message
3. barriers
4. receiver
5. feedback
What comprises a message? - answer verbal and non-verbal components (non-verbal
components are much more important)
What comprises verbal components? - answer Thoughts, ideas, emotions and
information
What comprises nonverbal components? - answer Emotions, attitudes, information. Can
include tone, speed, inflection of voice.
Most important of the 5 elements of interpersonal communication? - answer feedback
*It ensures that the intended meaning of the message is understood
What is the receiver's job in communication? - answer Decodes the message based on
past experiences and considers both the verbal and nonverbal components.
Barriers to communication? - answer 1. environmental - crowding, counter height, etc.
2. personal - stereotyping, language barriers
3. patient-related - perception of healthcare, pharmacist
4. administrative - time allowance, view of managers
