KAPS Patient Communication Skills 2 — Questions and Answers
Question 1: A pharmacist is counseling a patient with low health literacy about a new inhaler. Which technique is MOST effective for confirming understanding?
- Ask 'Do you have any questions?'
- Use the teach-back method by asking the patient to demonstrate use (Correct answer)
- Provide a detailed written pamphlet to take home
- Ask a family member to explain the instructions to the patient
Correct answer: Use the teach-back method by asking the patient to demonstrate use
The teach-back method requires the patient to demonstrate or explain the instruction back, confirming true understanding rather than simple acknowledgment.
Question 2: When counseling a patient who speaks limited English, which approach is MOST appropriate?
- Speak slowly and loudly in English
- Use a professional medical interpreter or translation service (Correct answer)
- Ask the patient's adult child to interpret
- Rely only on written translated materials
Correct answer: Use a professional medical interpreter or translation service
A professional medical interpreter ensures accurate, confidential communication and avoids the ethical and accuracy concerns of using family members.
Question 3: A patient picks up a prescription and says, 'I'm not sure I really need this medication.' What is the pharmacist's BEST initial response?
- Tell the patient the doctor prescribed it for a reason
- Explore the patient's concerns by asking open-ended questions (Correct answer)
- Reassure the patient that the medication is safe
- Suggest the patient return to the prescriber
Correct answer: Explore the patient's concerns by asking open-ended questions
Using open-ended questions allows the pharmacist to uncover the specific concern or barrier before providing targeted counseling.
Question 4: Which element is MOST important to include when providing initial counseling on a new prescription under the OBRA '90 requirements?
- The brand name and generic equivalent cost comparison
- Drug name, indication, dose, route, common side effects, and storage (Correct answer)
- A printout of the full prescribing information monograph
- Instructions to call 911 for any adverse effects
Correct answer: Drug name, indication, dose, route, common side effects, and storage
OBRA '90 mandates that pharmacist counseling address drug name, purpose, dosage, administration route, side effects, storage, and refill information.
Question 5: A patient refuses to accept counseling on a new prescription. What should the pharmacist do?
- Withhold the prescription until the patient agrees to counseling
- Document the patient's refusal and offer future availability for questions (Correct answer)
- Call the prescriber to report the non-compliant patient
- Counsel the patient anyway to fulfill legal obligations
Correct answer: Document the patient's refusal and offer future availability for questions
Under OBRA '90, pharmacists must offer counseling, but patients have the right to refuse; documenting the refusal protects the pharmacist legally.
Question 6: Which communication style is MOST likely to improve medication adherence in a patient with a chronic condition?
- Authoritative, directive style emphasizing physician orders
- Motivational interviewing using reflective listening and shared decision-making (Correct answer)
- Giving detailed written instructions without verbal counseling
- Focusing only on the consequences of non-adherence
Correct answer: Motivational interviewing using reflective listening and shared decision-making
Motivational interviewing respects patient autonomy and uses reflective listening to resolve ambivalence, which is linked to better long-term adherence.
Question 7: A patient on warfarin asks if they can take ibuprofen for knee pain. What is the pharmacist's BEST approach?
- Tell the patient to ask their doctor before calling the pharmacy again
- Explain the drug interaction risk, recommend acetaminophen as an alternative, and advise follow-up with the prescriber (Correct answer)
- Approve ibuprofen use since it is OTC
- Only provide the information if the prescriber has documented the interaction concern
Correct answer: Explain the drug interaction risk, recommend acetaminophen as an alternative, and advise follow-up with the prescriber
The pharmacist should counsel on the serious bleeding risk of the warfarin-NSAID interaction, suggest a safer alternative, and reinforce prescriber communication.
KAPS Patient Communication Skills 2
A pharmacist is counseling a patient with low health literacy about a new inhaler.
Which technique is MOST effective for confirming understanding?