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1 St. Paul, MN
Published Online, August 30, 2005. www.theannals.com, DOI 10.1345/aph.1G229
Format: This hardcover text is a compilation of articles previously published in U.S. Pharmacist. It contains an introduction describing the chapter contents, 15 chapters, and an index. Each chapter contains topical discussion, a summary, questions for reflection, and references; most chapters contain example dialogs between patients and pharmacists.
Purpose: As stated in the introduction, "This book is intended to help pharmacists provide better care to patients. Its focus is the communication skills necessary to build the kind of relationships that result in improved therapeutic outcomes."
Content: Several chapters explain the communication process involved in developing a relationship, the role that feelings play in action and reaction, the importance of nonverbal cues, and the way pharmacists' perceptions of patients affect their responses and the type of care patients ultimately receive. The balance of the text provides tools to manage the angry patient and conflict, be assertive, be persuasive, interact with physicians, help patients with change, and be culturally competent.
Usability: This book is priced appropriately at $36.95, with a discount price for APhA members or students of $30.95. References vary widely from classical communication literature to current pharmacy literature.
Highlights: The text exposes many common communication-related issues that can arise in any relationship. These issues are then clarified in the context of a patient-pharmacist interaction by using true-to-life example dialogs. The reader can easily identify with much of the text if he or she is familiar with a community pharmacy setting. Questions for reflection in every chapter aid in reviewing the main points. The Cultural Competence chapter contains an ethnocentrism test that is quite enlightening in revealing cultural biases.
Limitations: This text provides several good chapters, but offers little help in coalescing the information. Many chapters contain solid information and principles, but are long, thereby causing the reader to become preoccupied with the terminology rather than the application and meaning. The author writes, "93% of the meaning of the message is derived from nonverbal cues"; however, approximately only 5 pages at the end of the text are devoted to this topic. The example dialogs are placed solely in a community pharmacy setting, although the principles would certainly apply in other patient care settings.
Comparison with Previous Edition: The second edition contains 2 new chapters. Chapter 3 focuses on the choice between seeing patients as people or objects and the implications for patient care. Chapter 15 discusses how pharmacists must be culturally competent.
Comparison with Other Related Book: Most closely related to this text, Communication Skills in Pharmacy Practice, 4th Edition (Lippincott Williams & Wilkins, 2002) focuses on the specifics related to communication in pharmacy practice rather than communication principles themselves. This book contains some chapters similar to Communication Skills for Pharmacists. However, additional chapters discuss barriers to communication, perceptions in professional communication, ensuring better patient outcomes, communication with special patients, communication with children about medicines, and ethical issues when counseling patients. It also contains an appendix including exercises for application and critical analysis.
Reviewer's Summary: This is an insightful book discussing many factors affecting communication between patients and pharmacists. It is a "must read" for pharmacists in any direct patient care setting. It would be highly beneficial for students to read parts of this text within required pharmacy school coursework; however, an emphasis should be placed on reviewing the book after graduation to solidify and apply the information in their future practices.
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