MTM Patient-Centered Care & Communication 5 — Questions and Answers
Question 1: A pharmacist is conducting an MTM session via telephone. Which strategy BEST compensates for the lack of visual nonverbal cues?
- Speak faster to cover more information in less time
- Use more frequent verbal check-ins, summaries, and open-ended questions to confirm understanding (Correct answer)
- Send all information in a follow-up email instead of discussing by phone
- Limit the session to medication list review only
Correct answer: Use more frequent verbal check-ins, summaries, and open-ended questions to confirm understanding
Without visual cues, verbal check-ins and open-ended questions become essential tools to confirm patient comprehension and engagement.
Question 2: Under which circumstance is it MOST appropriate for a pharmacist to override a patient's stated medication preference in favor of clinical judgment?
- The patient's preference is more expensive than the alternative
- The patient's preferred option poses a clear and serious safety risk (Correct answer)
- The patient's choice differs from the most recent clinical guideline recommendation
- The prescriber has a different preference than the patient
Correct answer: The patient's preferred option poses a clear and serious safety risk
Patient autonomy is respected unless the chosen option presents a clear safety risk that the pharmacist has a duty to address.
Question 3: A pharmacist notices a patient has filled prescriptions at five different pharmacies. Which patient-centered approach addresses this BEST?
- Confront the patient about doctor shopping
- Explore whether fragmented care, cost concerns, or convenience are driving this behavior without judgment (Correct answer)
- Immediately alert the state prescription drug monitoring program
- Refuse to conduct the MTM session until the patient consolidates pharmacies
Correct answer: Explore whether fragmented care, cost concerns, or convenience are driving this behavior without judgment
Non-judgmental exploration of why a patient uses multiple pharmacies often reveals solvable barriers such as cost or accessibility.
Question 4: Which documentation element is REQUIRED in every MTM Comprehensive Medication Review (CMR) encounter note?
- A list of all pharmacy claims for the past 5 years
- The pharmacist's clinical assessment, identified drug therapy problems, and the patient's action plan (Correct answer)
- Prescriber agreement signatures on all recommendations
- A full 12-point review of systems
Correct answer: The pharmacist's clinical assessment, identified drug therapy problems, and the patient's action plan
CMR documentation must include the clinical assessment, drug therapy problems identified, and the patient's individualized Medication Action Plan.
Question 5: A pharmacist is counseling a patient on a new diagnosis of hypertension. The patient says, 'I feel fine. Why would I take medicine if I feel fine?' This statement is BEST described as:
- Patient denial that requires psychiatric referral
- An opportunity to explore and address an illness perception gap (Correct answer)
- Non-compliance that must be documented and escalated
- Informed refusal of treatment
Correct answer: An opportunity to explore and address an illness perception gap
The patient's statement reflects a common illness perception gap with asymptomatic conditions, which patient education can effectively address.
Question 6: Which communication approach is MOST effective when a patient has low numeracy skills and needs to understand a dosing schedule?
- Provide a printed chart with percentages and fractions
- Use simple visual aids such as pictures, pill calendars, or color-coded charts (Correct answer)
- Explain the pharmacokinetics behind the dosing interval
- Email a detailed PDF with the full prescribing information
Correct answer: Use simple visual aids such as pictures, pill calendars, or color-coded charts
Visual aids such as pill calendars and color-coded charts are proven effective for patients with low numeracy or health literacy.
Question 7: When a patient disagrees with a pharmacist's drug therapy recommendation, the MOST appropriate patient-centered response is to:
- Document the patient's refusal and close the encounter
- Respect the disagreement, explore the patient's perspective, and collaboratively identify an acceptable alternative (Correct answer)
- Contact the prescriber to override the patient's preference
- Repeat the recommendation more emphatically until the patient agrees
Correct answer: Respect the disagreement, explore the patient's perspective, and collaboratively identify an acceptable alternative
Respecting disagreement, exploring the patient's concerns, and seeking a mutually acceptable solution upholds autonomy while maintaining a therapeutic relationship.
MTM Patient-Centered Care & Communication 5
A pharmacist is conducting an MTM session via telephone.
Which strategy BEST compensates for the lack of visual nonverbal cues?