Nevada News: Error Prevention Through Better Communication

April 1, 2009 11:51 am Topics: Patient counseling

Reprinted from the April 2009 Nevada State Board of Pharmacy Newsletter.

Your patients need to hear and understand what you are saying and you need to hear what the patient is both saying and not saying. Breakdown of communication between the pharmacist and his or her patient could lead to a tragic medication error. Here are some suggestions for better communication:

Environment: Patients need to feel welcome and comfortable without worry of being overheard.
Eye Contact: This demonstrates your attention to the patient.
Ask and Listen: Ask for feedback and listen to the response to ascertain whether the patient indeed understands and that you are on the right level of understanding.
Repeat the Instructions: Reinforce your instructions by having the patient repeat back to you what they heard. You may be surprised!

Effective communication generally does not require a lot of time, may be enhanced with a simple diagram or drawing, and certainly can help prevent a medication error.