Description of resource:

Scenario A5

A Pharmacist explains drug regime over the counter to a man with a poor command of English, who is unhappy that his medication has been changed. 
Type of resource: Set of two videos showing positive and negative examples of clinical communication between a health care professional and a patient or client  
View resource https://lo.unisa.edu.au/mod/page/view.php?id=3280726
Consumer type: Elderly man, non-English speaking background, confused
Teaching points covered in this resource:
  • Verbal and non-verbal cues
  • Assessing understanding
  • Explaining procedures
  • Instructing
  • Establishing rapport
  • Active and reflective listening
  • Showing empathy and respect
  • Using proxemics appropriately
  • Dealing with confidentiality
  • Demonstrating appropriate body language
  • Dealing with ESL patients
  • Dealing with angry or distressed patients
  • Using appropriate voice pitch, pace, and tone
  • Using prescriptions
  • Reassuring and giving reassurance
  • Avoiding jargon and technical language
  • Demonstrating appropriate facial expressions
  • Dealing with post-consultation needs
  • Dealing with non-English speaking (ESL) patients and interpretation requirements

 

 

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