Now we see how putting the focus on the patient instead of the product has changed the communication. Even in his body language, the pharmacist now shows empathy and active listening, looking at the patient this time instead of at the medicine bottle.
Cultural competence is increasingly important as the diversity of our society increases. A background awareness of the issues facing newcomers to Indians also helps facilitate communication and achieve the healthcare goal. The pharmacist was patient and helpful with the language gap, and sought understanding instead of assuming. The pharmacist was also sensitive to the financial challenges and to the challenges in healthcare access and navigation that can affect Indians.
The key features of cultural competence for organizations include:
1.Valuing diversity
2.Conducting cultural self-assessment
3.Managing the dynamics of difference
4.Acquiring and institutionalizing cultural knowledge
5.Adapting to diversity in defining policies and values
When communication barriers arise, whether due to cultural differences or another cause, active listening will help close the gap. Briefly stated, active listening means focusing on what the patient is saying, and then stating it back to them in your own words to allow them to confirm your understanding. Showing empathy in your choice of phrasing will help the patient feel that you have understood both the information – and how they are feeling.
Embarrassment can often come into play in discussing health issues with patients in the pharmacy. In our next scenario, we see that this is sometimes why the question a patient asks is not the question they really want to know.
Yours
Dr.B.Akshaya Srikanth
Pharm.D India
Yours
Dr.B.Akshaya Srikanth
Pharm.D India
