P311 Workshop Patients and Healthcare - Student - v2024

P311 COMMUNICATION: PATIENTS AND HEALTHCARE.
STUDENT COPY
Clinical and Professional Skills

Communication: Patients & Healthcare
Learning Outcomes
The purpose of this session is outlined below:
 To provide each student with an opportunity to establish a rapport, talk with and listen to
a health consumer in the context of their health and illness.
 To begin developing the principles of eliciting an in-depth patient history
 To consider appropriate conversation skills required to elicit medical history from patients
with long term conditions, and understand some of the issues facing these health consumers
 Practice interview techniques via a health conversation with a health consumer
 Have an understanding of clinical communication tools e.g. ISBAR
Workshop Pre-work Activities – a reminder to ensure these have all been completed
prior to attendance. (refer to the appropriate module week in Canvas for further information)
Session 1: Communication and Interview Skills

Activity 1:
Watch the clip provided and as you watch consider the following questions. Be ready to share with
rest of group.
List some examples of inappropriate communication you observed.
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P311 COMMUNICATION: PATIENTS AND HEALTHCARE. STUDENT COPY
What were the barriers to communication in this interaction?
How do you think this interaction made the patient feel?
What would you do differently?
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Activity 2:
Ensuring privacy of the health consumer - group discussion.
Activity 3:
As future pharmacists one of your most important roles is about optimising health outcomes for your
patients and an important component of this involves a Pharmaceutical Care Plan. The first step
towards this is involves Information Gathering.
Information gathering includes taking a medicine/medication history from the patient. A
medicine/medication history identifies and documents allergies and information about how their
medicines are taken now - and in the previous six weeks. By talking to your patient, you are able to
not only ascertain what medications they are using, but also determine to what extent the patient
understands their health and how well they manage their condition.
Think back to the communication skills that you have been learning and developing during your
BPharm programme to date.
 Remember that asking too many questions can impair communication.

 Use a balance of open-ended and closed questions to facilitate the history-taking process
and keep it efficient. Keep questions as simple and short as possible.
 Phrase questions in a positive way rather than negative i.e. ‘Do you have any...?’ rather
than “You don’t have any... do you?” Allow patients time to qualify their answers if they
need to.
 Remember the principles of good communication: reflection, summary, clarification,
rapport, empathy, exploring the patient’s perspective, picking up cues, appropriate
language etc.
As part of today’s patient conversation, you need to:

 Clarify the medicines they are taking - you will be provided with a list of their actual
medications, but that is all. Think about frequency, adherence, adverse effects.
 Discuss the possible experiences and / or thoughts for this person in relation to his/ her
long-term medical condition(s). List potential issues associated with his/her treatment. Have
a think about this … what may be the possible impact on this person’s life?
 In other words – what do you need to know about your patient as a whole person in order
to create a plan for their care? HOW are you going to word that to your patient?
 The emphasis is NOT on their medicines themselves; think about shared decision making,
and the patient’s health goals.
In small groups, thinking about your pre-work prep, take a few minutes to discuss amongst yourselves
a few examples of information that you would want to find out from your patient when you interview
him/ her.
Using the table on your worksheet, list the information you need, and then how you would actually ask
this patient this. There will be many things you may need to know in order to help them to better
manage their condition. Note that the focus is not on the actual condition, rather what it is like LIVING
with this condition.
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Question/s that you would use to find this

Information that you want to know:
out:
Activity 4:
Patient Conversation – this will take place in your workshop later today.
Activity 5:
Debrief/Reflection. - following patient conversation.

Recap/reflect upon the whole conversation process. What went well? How were you able to elicit the
information you required? Were there any problems/issues that you identified?
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Session 2: Communication Tools

In the first session, we explored communication techniques and issues with regard to a health
consumer..
As part of the Healthcare Team, it is also vital that we are able to effectively communicate with fellow
healthcare professionals. This session explores various tools that are helpful in achieving this.
Activity 1: (20 minutes)

Watch the videos provided in the workshop. Complete the below acronym:
I
S
B
A
R
IN small groups, discuss applications and when/how ISBAR can be utilized within the pharmacy
setting.
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END OF SESSION
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P311 COMMUNICATION: PATIENTS AND HEALTHCARE.

Clinical and Professional Skills

Session 1: Communication and Interview Skills

List some examples of inappropriate communication you observed.

What were the barriers to communication in this interaction?

How do you think this interaction made the patient feel?

What would you do differently?

Ensuring privacy of the health consumer - group discussion.

 Remember that asking too many questions can impair communication.

As part of today’s patient conversation, you need to:

Question/s that you would use to find this

Debrief/Reflection. - following patient conversation.

Session 2: Communication Tools

Activity 1: (20 minutes)

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