Information and communication gaps in the pharmacy

Abstract

Purpose: The research focuses on the analysis of communicative situations taking place in the pharmacy. The study discusses the specific examples that highlight the incredibly complex and delicate nature of this highly challenging communication process. Method: Through the communication theory-based interpretation of a set of examples from the work experience of the authors of the present article, a resident clinical pharmacy specialist, the paper aims to present the way in which trained specialists can be efficiently supportive, if their communication skills, situational awareness, and adaptability are trained and improved. The authors outline the incorrect and, in certain cases, ill-chosen communication strategies applied in an environment in which the participants of the communicative situation are on one hand, the pharmacists or health professionals are on the other hand, patients with different educational backgrounds and preconceptions, and of various socioeconomic status. Results: The study also highlights those misplaced communication strategies that do not match the receiver’s cognitive structure, thus impeding comprehension and leading to the non-acceptance of the information. The results demonstrate the differences between clerkship experiences. The criteria that are of primary importance in the process of information transfer are being emphasized, thus the patient receives meaningful information. Conclusion: The examples demonstrate that statements chosen according to the receiver’s linguistic background and cognitive skills play a key role in the process of understanding. As a receiver, it is important to identify the speaker’s intention, to process the message, to classify, evaluate and highlight the information, to draw conclusions quickly, thus promoting understanding.