IMPROVING COMMUNICATION WITH OLDER PATIENTS
NORTHeRN IReLaND’S INCReaSINgLy ageINg pOpuLaTION MeaNS THaT pHaRMaCISTS NeeD TO Have gOOD COMMuNICaTION SKILLS IN ORDeR TO Be aBLe TO pROvIDe a HIgH STaNDaRD OF CaRe TO THeSe paTIeNTS.
L
ast year, a report by Northern Ireland Statistics and Research agency (NISRa) highlighted that
the province’s population is gradually becoming significantly older. NISRa’s October 2019 statistics estimated that the number of people aged 65 and over will jump from 308,200 to 481,400 over the next 25 years - an increase of 56.2 per cent.
everyone involved in primary care is well aware that good communication is an important part of a patient’s healing process. Indeed, research has shown that when information is properly communicated, patients are more likely to adhere to treatment and have better outcomes.
unfortunately, the communication process between pharmacist and
44 - pHaRMaCy IN FOCuS
patient can often be complex and can be further complicated by age. In addition to issues caused by the normal ageing process, such as decline in memory, slower processing of information and sensory loss, older people’s wide range of life experiences can often influence their willingness to adhere to medical regimens and to communicate effectively with healthcare providers.
With a few well-rehearsed techniques, however, the communication process between yourself and elderly patients can be made much more productive.
Try not to rush Ironically, studies have shown that older patients receive less information from healthcare providers
than younger patients at a time in their life when they actually need more information.
Often, older people find it difficult to respond to a flurry of questions or a flood of information. By speaking more slowly, you can give them the time to process what you are saying. This is particularly true if you are naturally inclined to speak quickly or if you have a different accent to the patient. Try to allot as much time as you can to the patient so that they have time to take in what you’re saying as this will lead to better treatment adherence.
also, when older people feel rushed, it often makes them feel that they are not being listened to and can become upset or nervous. Try not to appear
rushed or uninterested and give them as much time as you can. It might be an idea to ask patients to bring a list of their concerns to the pharmacy so that they feel better prepared and you immediately have a good idea of the issues to be discussed.
Use proper form of address With most elderly people, it’s vital that you use formal language. Start by addressing them as ‘Mr’ or ‘Mrs’ etc unless they suggest that you call them by their first name. also, avoid using over-familiar terms such as ‘dear’ and ‘love’ as people can find this patronising. Make sure that your staff are also fully informed about the importance of being respectful to patients, particularly those who are older and who may prefer more formal terms of address.
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