TRAINING FOR IMPROVING EFFECTIVE COMMUNICATION SKILLS IN PHARMACY: DEVELOPMENT AND EVALUATION OF WORKSHOPS AND E-LEARNING FOR PHARMACEUTICAL CARE Pavla Pikardova, Health Management Consulting, Czech Republic All rights reserved. Neither this document nor its individual parts may be reproduced, stored in a search system or transferred in any way (including by mechanical, electronic, photographic or other record) without the written consent of the subjects mentioned. Copyright Health Management Consulting , s.r.o., 2009
Transcript
TRAINING FOR IMPROVING EFFECTIVE COMMUNICATION
SKILLS IN PHARMACY: DEVELOPMENT AND EVALUATION OF WORKSHOPS AND E-LEARNING
FOR PHARMACEUTICAL CARE
Pavla Pikardova, Health Management Consulting,Czech Republic
All rights reserved. Neither this document nor its individual parts may be reproduced, stored in a search system or transferred in any way (including by mechanical, electronic, photographic or other record) without the written consent of the subjects mentioned.
Copyright Health Management Consulting , s.r.o., 2009
Effective Communication for Pharmacists
Who we are Aims of our education Follow up
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Health Management Consulting
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Center of excellence in healthcare strategy & management
Based in Prague, Czech Republic, expanding to CEE
Healthcare communication division:- need for quality improvement in healthcare in CZ
educational programs for healthcare professionals
Training for improving effective communication skills in pharmacy
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Objectives of this training have been an increase in special skills of pharmacy professionals and improvement in the mutual relations between pharmacists and their clients.
The educational activities of this kind are a part of an implementation of the advanced system of pharmaceutical care in the Czech Republic.
How are we different?5
Methods
•Evidence Based•Identification of client‘s need•Theory X skills
Didactic principle of effective education:
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Psychomotoric level
Affective level
Cognitive level
Changes in behavior
Attitudes
Theory, information
Taxonomy of educational goals
Completed courses:
Effective Communication in Pharmacy 1:
11/2008 – 10/2009 - 375 participants 1/2010 followed by Effective
Commucation in Pharmacy 2 (difficult client)
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Mastering efficient communication in the pharmacy:
Development of communicative competence: Methods of communication in pharmacy
setting Training of effective dealing with client Focus on skills and change in behavior Sharing of experience and inspiration
Small groups, interactive concept, intensified by e-learning and on-site supervision, 2 trainers per day…
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Participant‘s comments:
“I want to use Teach Back and open questions from now.“
“I realised the importance of structure in my communication with patient.“
“I learned how to deal with conflicts in pharmacy.“
“I didn‘t like the role plays, but then I was able to try a new way of asking questions.“
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Feedback - Overall impression of the course
Overall impression n = 375
Beyond my expectations
Fulfilled my expectations
Average Could be better Dissapointing
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Activities Evaluation: Very effective introductory activity –
“Typical communication problems” – experience sharing, discussion, inspiration
Evidence Based – reliability, trust Schematic structure – logical progression Real video – from the other side of the
counter Role play - feedback
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Useful New Skills:
Useful New Skills n = 375
Definitely Probably Not sure Probably not Definitely not
