Principles of effective communication with elderly patients in community pharmacy practice

Abstract

Introduction. Effective communication techniques within the pharmaceutical system enhance the pharmacist's image as a medication expert. Emphasizing these communication principles helps pharmacists create a favorable environment during counseling session with elderly patients, addressing their specific needs and expectations.

The aim of the study was to highlight the principles and general rules of communication adapted to the needs of elderly individuals as beneficiaries of specialized pharmaceutical care and to ensure the quality of pharmaceutical services provided to them in community pharmacies.

Material and methods. The research conducted was descriptive in nature, and the research instrument used was a questionnaire consisting of eight closed-ended questions that focused on various aspects of information exchange between pharmacists and elderly patients during medication dispensing.

Results. A survey of 406 community pharmacists revealed that they are key sources of information in elderly patients' medication decisions. By asking questions about medications and health conditions, pharmacists engage patients and enhance interactions. Identifying and overcoming communication barriers in the pharmacist-elderly patient relationship depends on the techniques and tools used by pharmacists. Most respondents indicated that they rarely encounter communication barriers with elderly patients during counseling. Open and effective communication, along with adapting language to the patient’s level of understanding, supports accurate medication counseling and helps prevent errors. Applying effective communication principles ensures that elderly patients receive necessary information about their medication, especially in the case of minor ailments. Elderly patients frequently seek advice on issues such as muscle pain, insomnia, constipation, and cough. In these cases, pharmacists recommend and select appropriate over-the-counter medications for them. Implementing a counseling algorithm for elderly patients in community pharmacies could significantly improve communication quality and patient outcome.

Conclusions. Standardized communication techniques, such as an elderly-centered counseling algorithm, can help prevent medication errors and promote rational medication use in outpatient settings, especially for minor ailments.