Prakt. lékáren. 2022; 18(2): E11-E17 | DOI: 10.36290/lek.2022.026

Principles of effective communication in the pharmacy

Dana Mazánková, Filip Kňažek, Jana Mečiaková
Ústav aplikované farmacie, Farmaceutická fakulta Masarykovy univerzity, Brno

Pharmacists and pharmacy assistants have extensive expertise in the field after graduation, and they continue to expand this through lifelong education. However, sometimes, during dispensing of drugs in the pharmacy, they may not be able to translate this expert knowledge into a language the patient can understand. In order to improve patients´ compliance to treatment, it is necessary to use so-called effective communication techniques during the dispensing of drugs. It mainly involves passing on essential information without unnecessary ballast in a comprehensible form together with using active listening.

Keywords: effective communication, pharmacy, feedback, active listening, verbal communication, non­‑verbal communication.

Published: June 22, 2022  Show citation

ACS AIP APA ASA Harvard Chicago Chicago Notes IEEE ISO690 MLA NLM Turabian Vancouver
Mazánková D, Kňažek F, Mečiaková J. Principles of effective communication in the pharmacy. Praktické lékárenství. 2022;18(2):E11-17. doi: 10.36290/lek.2022.026.
Share...
Download citation
  • BibTeX (.bib)
  • Bookends (.ris)
  • EasyBib (.ris)
  • EndNote (.enw)
  • EndNote 8 (.xml)
  • ISI WoS (.isi)
  • Medlars (.medlars)
  • Mendeley (.ris)
  • MODS (.xml)
  • Papers (.ris)
  • RefWorks (.txt)
  • RefManager (.ris)
  • RIS (.ris)
  • MS Word (.xml)
  • Zotero (.ris)
    • Open full article

    References

    1. Ratna H. The Importance of Effective Communication in Healthcare Practice, Harvard Public Health Review. 2019;(23):1-6. Go to original source...
    2. Shitu Z, Hassan I, Aung MMT, et al. Avoiding Medication Errors through Effective Communication in Healthcare Environment. Movement, Health & Exercise. 2018;7(1):113-26. Available from: DOI:10.15282/mohe.v6i2.157 Go to original source...
    3. Práznovcová, L. Komunikace v lékárně. Solutio. MEDON, s. r. o.; 2002.
    4. Majchrowska A, Bogusz R, Nowakowska L, et al. Public Perception of the Range of Roles Played by Professional Pharmacists. International Journal of Environmental Research and Public Health. 2019;16(15):2787. Available from: DOI:10.3390/ijerph16152787 Go to original source... Go to PubMed...
    5. Bastianelli KMS, Nelson L, Palombi L. Perceptions of pharmacists' role in the health care team through student­‑pharmacist led point­‑of­‑care screenings and its future application in health care, Currents in Pharmacy Teaching and Learning. 2017;9(2):195-200. Available from: https://doi.org/10.1016/j.cptl.2016. 11. 007 Go to original source... Go to PubMed...
    6. Tomeček A. Psychologické aspekty práce lékárníka. Praktické lékárenství. 2010;6(5):258-60.
    7. Mesquita A, Lyra D, Brito G, et al. Developing communication skills in pharmacy: A systematic review of the use of simulated patient methods. Patient Education and Counseling. 2010;78(2):143-8. Available from: https://doi.org/10.1016/j.pec.2009. 07. 012 Go to original source... Go to PubMed...
    8. Pfizer, spol. s r. o. Efektivní komunikace: Role lékárníka. Prezentace. [Cited 2021-12-15]. Available from: https://www.pfizerpro.cz/sites/default/files/pik.2017. 01. 006_efektivni_komunikace_v_lekarne.pdf.
    9. Lízalová I. Farmaceut jako pomáhající profese. Diplomová práce. Institut mezioborových studií. Fakulta humanitních studií. Univerzita Tomáše Bati ve Zlíně; 2015.
    10. Vymětal, J. Průvodce úspěšnou komunikací: efektivní komunikace v praxi. Praha: Grada Publishing; 2008.
    11. Beardsley RS, Kimberlin CL, Tindall WN. Communication skills in pharmacy practice: a practical guide for students and practitioners. Philadelphia: Wolters Kluwer/Lippincott Williams & Wilkins; 2008. 5th ed.
    12. Vranová V. Komunikace v lékárně. Praktické lékárenství. 2010;6(4):167.
    13. Yaffe P. The 7% rule: fact, fiction, or misunderstanding. Ubiquity. 2011 October;1:1-5. Available from: https://doi.org/10.1145/2043155.2043156 Go to original source...
    14. Cýrusová L. Psychologické aspekty komunikace v lékárně. Diplomová práce. Hradec Králové: Katedra sociální a klinické farmacie. Farmaceutická fakulta v Hradci Králové. Univerzita Karlova v Praze; 2006.
    15. Caron N. Prodej problémovým zákazníkům: klíč k vyjednávání a přesvědčování. Praha: Grada Publishing; 2012. 2. české vydání.
    16. Laven A, Arnet I. How pharmacists can encourage patient adherence to medicines. Pharmaceutical Journal. 2018 Aug;301(301):7916. Available from: DOI:10.1211/PJ.2018.20205153 Go to original source...
    17. Motlová L, Holub D. Compliance a adherence: spolupráce při léčbě. Remedia. 2005;15(6): 514-16.
    18. Lízalová I. Efektivní komunikace s klientem v práci farmaceuta. Bakalářská práce. Institut mezioborových studií. Fakulta humanitních studií. Univerzita Tomáše Bati ve Zlíně; 2013.
    19. Lízalová I. Základy efektivní komunikace v praxi farmaceuta. Prezentace v rámci projektu Farmaceut s přidanou hodnotou; Farmaceutická fakulta Masarykovy univerzity, Brno; 6. 4. 2021.
    20. Petrovičová R. Komunikace v lékárně. Rigorózní práce. Ústav aplikované farmacie. Farmaceutická fakulta. Veterinární a farmaceutická univerzita Brno; 2010.
    21. Antunes LP, Gomes JJ, Cavaco AM. How pharmacist­‑patient communication determines pharmacy loyalty? Modeling relevant factors. Research in social & administrative pharmacy. 2015 Jul­‑Aug;11(4):560-70. Available from: https://doi.org/10.1016/j.sapharm.2014. 11. 003 Go to original source...
    22. Ilardo ML, Speciale A. The Community Pharmacist: Perceived Barriers and Patient­‑Centered Care Communication. International Journal of Environmental Research and Public Health. 2020 Jan;17(2):536. Available from: DOI: 10.3390/ijerph17020536 Go to original source... Go to PubMed...
    23. Kelly DV, Young S, Phillips L, et al. Patient attitudes regarding the role of the pharmacist and interest in expanded pharmacist services. Canadian Pharmacists Journal. 2014;147(4):239-47. Available from: DOI: 10.1177/1715163514535731 Go to original source... Go to PubMed...
    24. Chichirez CM, Purcărea VL. Interpersonal communication in healthcare. Journal of medicine and life. 2018 Apr­‑Jun;11(2):119-22. Go to PubMed...

    Return to the content


    Pharmacy for Practice

    Madam, Sir,
    please be aware that the website on which you intend to enter, not the general public because it contains technical information about medicines, including advertisements relating to medicinal products. This information and communication professionals are solely under §2 of the Act n.40/1995 Coll. Is active persons authorized to prescribe or supply (hereinafter expert).
    Take note that if you are not an expert, you run the risk of danger to their health or the health of other persons, if you the obtained information improperly understood or interpreted, and especially advertising which may be part of this site, or whether you used it for self-diagnosis or medical treatment, whether in relation to each other in person or in relation to others.

    I declare:

    1. that I have met the above instruction
    2. I'm an expert within the meaning of the Act n.40/1995 Coll. the regulation of advertising, as amended, and I am aware of the risks that would be a person other than the expert input to these sites exhibited

    No
    Yes

    If your statement is not true, please be aware
    that brings the risk of danger to their health or the health of others.