PEBC Patient Communication 2 — Questions and Answers
Question 1: A patient with limited English proficiency needs counselling on insulin injection technique. What is the BEST approach?
- Speak louder and more slowly in English
- Use a professional interpreter or language line service (Correct answer)
- Ask a bilingual family member to translate all medical information
- Provide only written materials in the patient's language
Correct answer: Use a professional interpreter or language line service
Professional interpreters or language line services ensure accurate medical communication and protect patient confidentiality.
Question 2: When using the 'teach-back' method, a patient incorrectly explains how to take their medication. What should the pharmacist do?
- Document that counselling was provided and move on
- Correct the patient gently and re-explain, then ask them to teach back again (Correct answer)
- Refer the patient to their physician for clarification
- Assume the patient will figure it out with the written label
Correct answer: Correct the patient gently and re-explain, then ask them to teach back again
Teach-back is a cycle — if understanding is incomplete, the pharmacist re-explains and repeats the verification step.
Question 3: A patient asks about a competitor pharmacy's lower drug price. What is the MOST professional response?
- Criticize the competitor's service quality to retain the patient
- Acknowledge the concern, explain your pharmacy's value, and offer to check available options (Correct answer)
- Refuse to discuss pricing and redirect to clinical topics only
- Tell the patient to transfer their prescriptions to the other pharmacy
Correct answer: Acknowledge the concern, explain your pharmacy's value, and offer to check available options
Acknowledging the patient's concern and explaining value demonstrates professionalism and respects patient autonomy.
Question 4: During a prescription pickup, a patient reveals they have been skipping doses because they cannot afford the medication. The pharmacist's FIRST action should be:
- Dispense the medication and say nothing to avoid embarrassment
- Explore drug coverage options, generic alternatives, or patient assistance programs (Correct answer)
- Contact the prescriber immediately to change the therapy
- Document non-adherence and end the consultation
Correct answer: Explore drug coverage options, generic alternatives, or patient assistance programs
Identifying affordability barriers and offering solutions is a key pharmacist role in supporting adherence.
Question 5: A patient becomes angry and raises their voice after waiting 45 minutes for a prescription. The BEST de-escalation strategy is:
- Match the patient's tone to demonstrate urgency
- Apologize for the wait, acknowledge frustration, and explain the current status calmly (Correct answer)
- Instruct the patient that aggressive behaviour is not tolerated and walk away
- Offer a full refund immediately to resolve the conflict
Correct answer: Apologize for the wait, acknowledge frustration, and explain the current status calmly
Empathetic acknowledgement and transparent communication are evidence-based de-escalation strategies.
Question 6: When counselling an elderly patient on a new medication, the pharmacist notices the patient keeps nodding but gives vague answers. This MOST likely indicates:
- The patient fully understands and is satisfied
- The patient may be experiencing hearing difficulty or not understanding (Correct answer)
- The patient is in a hurry and wants to leave
- The patient has already received counselling elsewhere
Correct answer: The patient may be experiencing hearing difficulty or not understanding
Nodding with vague responses is a common sign that a patient may be masking confusion or hearing impairment.
Question 7: A parent asks a pharmacist to recommend an OTC cough syrup for their 18-month-old child. The pharmacist's BEST response is:
- Recommend dextromethorphan syrup at a reduced dose
- Explain that OTC cough and cold products are not recommended for children under 6 and suggest non-pharmacological alternatives (Correct answer)
- Suggest the parent ask the child's doctor before visiting the pharmacy
- Sell the product but advise cutting the dose in half
Correct answer: Explain that OTC cough and cold products are not recommended for children under 6 and suggest non-pharmacological alternatives
Health Canada advises against OTC cough and cold products in children under 6 due to safety concerns.
PEBC Patient Communication 2
A patient with limited English proficiency needs counselling on insulin injection technique.
What is the BEST approach?