Professional Communications - Midterm And Final Exam

Front 1

The assertive response technique of calmly repeating your decision is often referred to as?
A. Broken Record
B. Limiting
C. Reframing
D. Unwavering

Back 1

A. Broken Record

Front 2

Effective collaborations between pharmacists and physicians require:
A. Shared goals
B. Shared decision-making
C. Written contractual agreements
D. A and B
E. B and C

Back 2

D. A and B

Front 3

The process of resolving conflict can lead to growth and increased understanding and respect for others, in spite of differences.
True
False

Back 3

True

Front 4

Which of the statements below represents the best example of an interaction between a pharmacist and physician with regards to a concern the pharmacist has with a patient’s prescription?
A. Dr Stone, this is the pharmacist at GOOD Pharmacy. I’m sorry to bother you – I know you’re busy – the prescription you have written for Mrs Johnson’s metformin is totally wrong so I needed to get you to fix it and fax over a new copy.
B. Dr Stone, this is the pharmacist at GOOD Pharmacy. I’m sorry to bother you – I know you’re busy – but I think there is a problem with Mrs Johnsons prescription for metformin.
C. Dr Stone, this is Jose Canusee, the pharmacist at GOOD Pharmacy. I’m sorry to bother you – I know you’re busy – but I think there is a problem with Mrs Johnsons prescription for metformin.
D. Dr Stone, this is Jose Canusee, the pharmacist at GOOD Pharmacy. I’m sorry to bother you – I know you’re busy – but I think there is a problem with one of your prescriptions we just received.

Back 4

C. Dr Stone, this is Jose Canusee, the pharmacist at GOOD Pharmacy. I’m sorry to bother you – I know you’re busy – but I think there is a problem with Mrs Johnsons prescription for metformin.

Front 5

Which is NOT true of assertive communication?
A. It expresses feelings clearly and directly.
B. It helps communicators maintain better feelings about themselves.
C. It ensures communicators can always get what they want.
D. A and B
E. All of the above

Back 5

C. It ensures communicators can always get what they want.

Front 6

When making a recommendation to a physician suggesting a change in a patient’s drug therapy, it is important to
A. State your assessment of the problem and possible or likely causes
B. Recommend specific action with a “back-up” plan as an alternative
C. Ask the physician if he is aware of the problem with the patient’s therapy before describing what you have observed
D. A and B
E. A and C

Back 6

D. A and B

Front 7

“Reframing” skills in conflict resolution include:
A. focus communication about a problem around a limited number of communication objectives
B. understand the possible validity of the other person’s perspective
C. searching for areas of agreement
D. a and b
E. all of the above

Back 7

E. all of the above

Front 8

Pharmacy managers are responsible for not only how they communicate with patients, but also how other pharmacists and support personnel treat patients as well.
True
False

Back 8

True

Front 9

The guidelines for establishing useful written consumer medication information are legally enforceable by the FDA since they oversee the control of all medications?
True
False

Back 9

False

Front 10

Jeff Ament has come into your pharmacy to pick up a new prescription for an albuterol inhaler. The best way to educate Jeff on using his inhaler properly would be to?
A. Give him a diagram of how to use his inhaler
B. Demonstrate the technique and then have Jeff demonstrate it back to you.
C. Show him a video of proper technique
D. Explain to Jeff how he should use it

Back 10

B. Demonstrate the technique and then have Jeff demonstrate it back to you.

Front 11

Written Consumer Medication Information should inform the patient about
A. How improvement should be monitored
B. Contraindications for use of the medication
C. What consumers should do if they have a contraindication for use
D. A and B
E. All of the above

Back 11

E. All of the above

Front 12

Package inserts included with medications by the manufacturer are classified as CMI (consumer medication information)?
True
False

Back 12

False

Front 13

Which of the following is/are examples of good education techniques for educating a patient on their new medication?
A. Give most important points first
B. Give reasons for advice
C. Provide written information
D. A & B
E. All of the above

Back 13

E. All of the above

Front 14

Which of the below questions is the best example of how to start off discussing a new medication with a patient?
1. Do you know why you are taking this?
2. Did your MD tell you anything about this medication?
3. Did you have any questions about this new medication?
4. What did your MD tell you about this medication?

Back 14

4. What did your MD tell you about this medication?

Front 15

Clear directions on a patient's medication label will always ensure patient medication adherence?
True
False

Back 15

False

Front 16

When conducting an interview with a patient to dispense a new medication it is better to discuss the new medication with the patient first before completing a medication history review.
True
False

Back 16

False

Front 17

Appropriately addressing patients’ special needs includes:
A. Watching for nonverbal clues and soliciting feedback to identify problems in understanding.
B. Assuming an elderly patient will have difficulty in learning new information
C. Offering alternative forms for patients with vision impairment and providing writing pads for patients with speech impairment.
D. A and C
E. All of the above

Back 17

D. A and C

Front 18

Tommy is a 5 year old boy, who is receiving his asthma medication today. As a pharmacist you should…
A. Focus your educational efforts on the parents in order to make sure that they understand how to use the medication since Tommy is much too young to understand his situation and you don’t want to overwhelm him with information.
B. Ask Tommy open ended questions to assess his cognitive level and knowledge
C. Understand that, since Tommy is less than 7 years old, he is much to young to understand cause and effect relationships
D. A and B
E. B and C

Back 18

B. Ask Tommy open ended questions to assess his cognitive level and knowledge

Front 19

When communicating with elderly patients about new medications a good approach is to set reasonable short-term goals, approach long-term goals in stages and break down learning tasks into smaller components?
True
False

Back 19

True

Front 20

There is no real compelling reason why a health care professional, such as a pharmacist, can ignore the principle that patients have the right to information about their treatment?
True
False

Back 20

False

Front 21

Research suggests that there is little need to educate children on their medications and in fact most of the educational interaction should be between the health care provider and the parent.
True
False

Back 21

False

Front 22

While communicating with children about their prescription medications use is important studies have shown that there is little need to focus on OTC medications given the fact that only a small portion of children will actually self medicate with OTC products?
True
False

Back 22

False

Front 23

Patients with low literacy often
A. Admit to nurses that they have difficulty reading and understanding health information
B. Avoid encounters with health care providers because of anxiety over their inability to read or fill out forms
C. Depend on their ability to remember the oral instructions given by providers
D. B and C
E. All of the above

Back 23

D. B and C

Front 24

Data shows that a large portion of Americans (90 million) have limited health literacy. Fortunately for these patients health literature available to patients is written at an eighth grade level, which makes it easier for these patients to understand when reviewing their medication information at home.
True
False

Back 24

False

Front 25

Since her stroke 4 years ago, Mary Jefferson, 73, has been confined to bed. Her husband, George, 75, is taking care of her. As a caregiver, George
A. Assumes the role of an intermediary between the pharmacist and the patient.
B. May be a patient himself with his own medical needs.
C. Is potentially burdened by having to take care of a virtually helpless person.
D. A and B
E. All of the above

Back 25

E. All of the above

Front 26

What is a reasonable way to assess a patient’s health literacy?
A. Evaluate forms filled out by a patient noting skipped items, spelling errors, and time taken to complete the form.
B. Ask open-ended questions to see how well patients understand written instructions
C. Ask every patient to estimate his or her reading level.
D. A and B
E. A and C

Back 26

D. A and B

Front 27

Asking a patient if they are suicidal will likely provide a sense to the patient that you care about them and may open the door to help them find the support they need.
True
False

Back 27

True

Front 28

When it comes to communicating with terminally ill patients many people, including health care providers are concerned that they may say the “wrong” thing and therefore often avoid interactions with terminally ill patients?
True
False

Back 28

True

Front 29

Pharmacists are seeing an increase in their interactions with terminally ill patients because of which of the following reason(s)?
A. De-institutionalization of cancer treatment
B. Popularity of home health care
C. Readily accessible nature of the community pharmacist job
D. A and C
E. B and C
F. All of the above

Back 29

F. All of the above

Front 30

Asking a patient with mental health problems an open ended question about their medication -“What has the doctor told you about this medication? ” – will help you to?
A. Determine the level of patient understanding before counseling
B. Helps determine the patient's cognitive function
C. Screen the appropriateness of printed materials prepared for the patient
D. A and B
E. All of the above

Back 30

E. All of the above

Front 31

Paul is a pharmacist working at a local compounding pharmacy. Today a patient he has not met but who Paul knows is in a battle with colon cancer comes in for a new prescription. Paul is not one who is comfortable to talk about death and dying in his private life and is therefore even more reluctant to do so in a pharmacy with a patient. Given Paul’s shortcomings what would be the best way for him to approach this current patient?
A. Tell the patient he should be excited about all the recent advancements in cancer treatment
B. Avoid all conversation with the patient and instead let his Tech “deal” with this individual
C. Provide the patient with details about his new medication but otherwise avoid any other unnecessary conversation
D. Say to the patient “I don’t know what to say right now. Tell me how I can help you?”

Back 31

D. Say to the patient “I don’t know what to say right now. Tell me how I can help you?”

Front 32

People who talk about suicide won’t really do it. They are just seeking attention.
True
False

Back 32

False

Front 33

Even though treatments for HIV infected patients have improved it still makes sense for health care providers to perceive this population of patients as terminal patients rather than as patients with a chronic condition.
True
False

Back 33

False

Front 34

People who have attempted suicide or actually carried out a suicide wanted to die anyway and nothing could have stopped them.
True
False

Back 34

False

Front 35

True/False
Based on the interview it will be best for this patient to discontinue the use of her sertraline, which will be noted in your plan section?

Back 35

False. assessment section.

Front 36

Patient reported Sertraline made her feel worse (more depressed, mood fluctuations). Where would this be recorded in the SOAP?
a. S
b. O
c. A
d. P

Back 36

a. S

Front 37

3. Based on the interview it appears that the patient’s migraines are fairly well controlled. Where would this be recorded in the SOAP?
a. S
b. O
c. A
d. P

Back 37

c. A

Front 38

Patient reports allergy to Penicillin. Where would this be recorded in the SOAP?
a. S
b. O
c. A
d. P

Back 38

a. S

Front 39

5. After the interview was complete you remembered that you forgot to tell the patient to no longer use her eye drops with her contacts in so you want to call and inform her of this? Where would this be recorded in the SOAP?
a. S
b. O
c. A
d. P

Back 39

d. P

Front 40

Your follow-up date, time and purpose with the patient is noted in which section of the SOAP?
a. S
b. O
c. A
d. P

Back 40

d. P

Front 41

True/False
The format you used to complete this SOAP will be identical to the format you will use next year in therapy and also the same format you will be using when on your Advanced Pharmacy Practice Experiences?

Back 41

False. not identical

Front 42

True/False
Patient reported that she was 5’5” and had a weight of 155lbs. This would be included in the objective section of your SOAP?

Back 42

False. beginning of SOAP note.

Front 43

Patient responded that cost is not an issue with medication use. Where would this be recorded in the SOAP?
a. S
b. O
c. A
d. P

Back 43

a. S

Front 44

Based on your discussion with the patient it appears that her insomnia is uncontrolled. Where would this be recorded in the SOAP?
a. S
b. O
c. A
d. P

Back 44

c. A

Front 45

Nonassertive behavior is often tied to:

A.You disagree with the criticism because it is not accurate.
A.Fear of rejection or anger from others.
B.Perfectionistic standards for oneself.
C.Overconcern for the needs of others.
D.A & C.
E.All of the above.

Back 45

E.All of the above.

Front 46

A patient says to you in a hostile voice that he is fed up with the attitude of people who work in your pharmacy. How would you respond to him in a way that shows assertiveness? Phrase your statement in direct quotes exactly as you would say:

Back 46

“I am sorry you feel that way. What exactly happened that made you feel this way?”

Front 47

What would your goals in communication be in responding to the patient? Please include no more than 1-3 sentences in describing your goals.

Back 47

First is to assess what happened by getting feedback from the patient. Next I would like to change the behavior of my staff if they are in fact rude an I would ask the patient how he feels things could be done differently in the future. I also want to show the patient I am concerned about the way my staff treats our patients.

Front 48

True/False
Studies have shown that increasing the patient’s level of participation and control in the patient-provider relationship have resulted in improved clinical outcomes and quality of life for the patient?

Back 48

True

Front 49

The videotape “Person to Person: Empathy” showed two pharmacists communicating with a person newly admitted to a nursing home. The first pharmacist showed a number of nonverbal behaviors that were not empathic. These included:

A.Looking at his watch
B.Talking too slowly
C.Standing over the patient’s bed
D.A and C
E.All of the abov

Back 49

D.A and C

Front 50

What is the class schedule for the large group classes (groups of approximately 30 students each)?

A.Large group classes will meet weekly, except for weeks including a University holiday, until the week of March 2 and then only small groups will meet.
B.Large group classes will meet weekly throughout the semester except for the weeks of Martin Luther King holiday and spring break.
C.Large group classes meet twice a week throughout the semester
D.Large group classes meet every two weeks throughout the semester.

Back 50

B.Large group classes will meet weekly throughout the semester except for the weeks of Martin Luther King holiday and spring break.

Front 51

The best technique to use to alleviate harmful misperceptions is to?

A. Talk about differences
B. Do not condescend and close the patient off
C. Use feedback to verify the perceived meaning of a message
D. Learn as much as you can about the patient’s background

Back 51

C. Use feedback to verify the perceived meaning of a message

Front 52

What is the class schedule for the small group classes (groups of approximately 8 students each)?

a. Each student attends small group classes for only two consecutive weeks sometime between March 1 and April 23
b. Each student attends small group classes each week beginning the week of March 1 and ending April 23
c. Small groups meet beginning March 1 and will replace your large group meetings.
d. Small group classes meet weekly throughout the semester

Back 52

a. Each student attends small group classes for only two consecutive weeks sometime between March 1 and April 23

Front 53

A patient says to you "My husband refuses to go to a doctor. I know he is ill but he won't go." The most empathic response would be:
A. "This is a problem that is very common. A lot of men refuse to go to doctors."
B. "You should talk with his doctor about what to do to get your husband in to see him."
C. "You sound worried about him"
D. "I hate to go to doctors too".
E. "He sounds afraid of what he will hear from the physician"

Back 53

C. "You sound worried about him"

Front 54

True/False
The ultimate purpose of the professional-patient relationship is to achieve mutually understood and agreed upon goals for therapy that improve your patients’ quality of life?

Back 54

True

Front 55

Skills that are useful in effective listening include all of the following except
A. Summarizing
B. Empathic responding
C. Generalizing responding
D. Paraphrasing
E. A & C
F. C & D

Back 55

C. Generalizing responding

Front 56

The process by which receivers communicate back to senders their understanding of the sender’s message is?
A. Continuing
B. Loop
C. Feedback
D. Messaging

Back 56

C. Feedback

Front 57

A patient tells you that she is really worried about the open heart surgery her husband is scheduled to have. The pharmacist says: “Please don’t worry. Your surgeon has done hundreds of these surgeries and the patients end up feeling better than they have in years.” This response is an example of:
A. An educational response
B. An understanding response
C. A probing response
D. A placating response

Back 57

D. A placating response

Front 58

Nonverbal communications are unique for a number of reasons, including:
A. They mirror innermost thought and feelings
B. Nonverbal communication is difficult, if not impossible to fake
C. Your nonverbal communication must be consistent with your verbal communication or people will be suspicious of the intended meaning of your message
D. A and C
E. All of the above

Back 58

E. All of the above

Front 59

Introduce yourself and everyone on the team, Greet everybody in the room and give your undivided attention are all examples of which of the 8 practitioner skills that promote healing relationships?

1. Do the little things
2. Remove barriers
3. Share authority
4. Take time and listen

Back 59

1. Do the little things

Front 60

A good opening question to ask a patient about a current medication they are taking would be?

1. Did your doctor tell you anything about his medication?
2. Did your doctor tell you what this medication is for?
3. Has your doctor told you how to take this medication?
4. What did your doctor tell you about this medication?

Back 60

4. What did your doctor tell you about this medication?

Front 61

Ending an interview effectively is an important part of the interview process because:
A. It allows you to determine if the patient understood the material correctly
B. People seem to remember best what was said last
C. Tactfully hints to the patient that the interview is ending
D. A and B only
E. All of the above

Back 61

E. All of the above

Front 62

True/False
Pharmacists that have personal shyness issues will found that overcoming this barrier is fairly simple and not nearly as complex to overcome as other personal barriers others may face.

Back 62

False

Front 63

True/False
Reading studies about patient - provider interactions that are based on physician interactions in the end are irrelevant to the interactions that pharmacy students will face when dealing with their own patients?

Back 63

False

Front 64

The process of interviewing involves:
1. Asking closed ended questions only since this will allow the interview process to be more efficient
2. Asking a combination of open ended and closed ended questions
3. Doing most of the talking so that the patient doesn’t feel nervous
4. Asking a series of preplanned questions in exactly the same order.

Back 64

2. Asking a combination of open ended and closed ended questions

Front 65

True/False
Data shows that patients in general want to be called by their first name during interactions with their physician. Actual video evidence showed that during actual interactions between patients and providers the physicians failed to identify the patient by name in over 50% of the interactions?

Back 65

True

Front 66

True/False
Patient issues often cross over between physical and emotional problems. Your training as a PharmD sets you up to best focus on the physical needs of the patient while emotional problems should be referred to professional s who can deal with these aspects of the patient’s care.

Back 66

True

Front 67

Low self-confidence, shyness, discomfort in sensitive situations & cultural differences are all examples of what type of communication barrier?
1. Administrative barriers
2. Patient-related personal barriers
3. Potential environmental barriers
4. Potential pharmacist-related personal barriers

Back 67

4. Potential pharmacist-related personal barriers

Front 68

There is currently no one agreed upon way for health care providers to measure patient adherence exactly?
1. True
2. False – indirect methods provide exact adherence measurement
3. False – direct methods provide exact adherence measurement

Back 68

1. True

Front 69

True/False
Lack of reimbursement is one of (and likely the greatest) reasons that health care providers are reluctant to implement email communications in clinic care.

Back 69

True

Front 70

This past week one of the patients, Kelly Kline, brought in her calendar that contained her blood glucose readings that she had gathered at home over the past month. You want to document the readings that she has included on her calendar in your SOAP note following the interview. Into which section should this information be added to?
1. Plan – You recommend the patient increase her monitoring to once a day and include these values so you have them to review next time the patient comes in.
2. Assessment – it is clear the patient’s glucose is uncontrolled and including these values backs up that claim
3. Subjective – the patient gathered these values on her own
4. Objective – the readings came from an electronic blood glucose machine

Back 70

3. Subjective – the patient gathered these values on her own

Front 71

Match the word to the correct definition.
1)Compliance
2)Concordance
3)Inadvertent nonadherence
4)Intentional nonadherence

typically involves forgetting to take medications as prescribed.

Back 71

3)Inadvertent nonadherence

Front 72

Match the word to the correct definition.
1)Compliance
2)Concordance
3)Inadvertent nonadherence
4)Intentional nonadherence

the extent to which a person’s behavior coincides with the medical advice given

Back 72

1)Compliance

Front 73

Match the word to the correct definition.
1)Compliance
2)Concordance
3)Inadvertent nonadherence
4)Intentional nonadherence

involves decisions a patient has made to alter a medication regimen or to discontinue drug therapy.

Back 73

4)Intentional nonadherence

Front 74

Match the word to the correct definition.
1)Compliance
2)Concordance
3)Inadvertent nonadherence
4)Intentional nonadherence

an agreement reached after negotiation between a patient and health care professional

Back 74

2)Concordance

Front 75

Most health care providers do not use electronic communication with patients because:
1. there is a lack of reimbursement for e-mail communication
2. providers are afraid of privacy and security breaches
3. providers think it would increase their workload
4. a and b
5. all of the above

Back 75

5. all of the above

Front 76

You are an independent pharmacist who would like to begin to use email communications between you and you patients. It is imperative to remember that?
A. Email communications with patients must become part of the patient’s medication profile/medical record
B. Patients should sign a consent form to use email as an agreed upon communication form
C. Email consults should occur in the context of therapeutic relationships that have been established previously with in person contact.
D. A and C
E. All of the above

Back 76

E. All of the above

Front 77

Causes of unintentional non-adherence include:
A. running out of medication before the prescription can be refilled
B. forgetting a dose of medication
C. discontinuing a medication because of side effects
D. a and b
E. All of the above

Back 77

D. a and b

Front 78

Which of the following are techniques for improving patient understanding of their medications?
A. Give reasons for key advice
B. Provide key information at the beginning and end of the interaction
C. Expecting that patients will ask questions when they have problems
D. A and B
E. All of the above

Back 78

D. A and B

Front 79

True/False
Adherence to a new medication regimen is going to be more difficult for a patient with an acute condition then compared to a patient with a chronic condition since the patient with the chronic condition can more easily get into a long term routine?

Back 79

False

Front 80

True/False
Motivational Interviewing is based on the concept of Stages of Change. As a patient moves through the stages they get closer to making a permanent change in their health behavior (i.e. stopping smoking). It is possible that a patient may have to go through the stages of change numerous times in order for the change to actually be considered permanent?

Back 80

True

Front 81

In the “Motivational Interviewing” program you watched, the “readiness ruler” is a technique used to determine:
A. How resistant to change a patient is
B. How important the change is to a patient
C. How confident the patient is that he or she can make a change in behavior
D. b and c
E. All of the above

Back 81

D. b and c

Front 82

True/False
You are talking with a patient about their current health care situation when the conversation turns to talk about eliciting change in the patients eating habits. You find that on a scale of 1 to 10 with 1 being not important and 10 being important, that the patient says they are a 5 in terms of changing their eating habits. From a motivational interviewing standpoint your next question should be why did you say a 5 instead of a 7 or 8?

Back 82

False

Front 83

A year ago a patient of yours, Bob Barker, quit smoking to help with his hypertension. Approximately 3 months ago Bob starting smoking a few cigarettes a day and is now up to almost a half a pack a day. This shift of going from a non-smoker back to a smoker would be considered what?
1. Relapse
2. Meltdown
3. Trip-up
4. Lapse

Back 83

1. Relapse

Front 84

True/False
Almost always the diagnosis of a health problem in patients is sufficiently motivating to produce an associated reduction in risk related to that health problem. For example almost all patients that have been prescribed an antibiotic will take their full dose properly?

Back 84

False

Front 85

True/False
When working with a patient to elicit change in their behavior it is best if you draw upon your experiences as a health care provider to give the patient suggestions for how they should change rather than letting the patient establish their own ideas about how they can produce change in their life.

Back 85

False

Front 86

According to the “Motivational Interviewing” program you watched, how should one respond to resistance to change?

A. Express understanding of the resistance
B. Use persuasion to overcome resistance
C. Explore the nature of the resistance
D. a and c
E. All of the above

Back 86

D. a and c

Front 87

In an attempt to better his health one of your patients, Colin Meloy, had stopped eating fried foods about 3 months ago in order to help reduce his cholesterol. While getting a refill for his statin, Colin informs you that while at a Super Bowl party a couple of weeks ago he had some chicken wings. Since then he has gone back to avoiding fried foods. What Colin experienced during that Super Bowl party with regards to eating fried foods again was a?
1. Lapse
2. Trip-up
3. Relapse
4. Fall

Back 87

1. Lapse

Front 88

When asking for self-report of a behavior such as intake of alcohol, during a medication history interview

A.Make questions specific (# of drinks)
B.Give a specific time frame for the patient to respond to
C.Ask about usual behavior over an unspecified period of time.
D. A & B
E. A & C

Back 88

A & B

Front 89

Nonverbal behaviors which convey interest and concern during a patient interview include:

A.Consistent eye contact with the patient.
B.Leaning back in a chair and crossing legs.
C.Slightly leaning toward the patient.
D.A & C
E.B & C

Back 89

D.A & C

Front 90

The function of feedback in communication with patients includes:

A.Making sure there are no misunderstandings in the communication.
B.Verifying patient understanding of information he or she needs to take medication safely and effectively.
C.Determining the content that is important for the patient to understand.
D.A & B.
E.A & C.

Back 90

D.A & B.

Front 91

If you discover during a medication history interview that a patient is not taking her antihypertensive medications as prescribed, it is most important to:

A.Explain to the patient the consequences of uncontrolled hypertension.
B.Suggest that a compliance aid to help her take her medications.
C.Find out the reason for the noncompliance.
D.Suggest that a friend or significant other person help her remember her medication.
E.A & B.

Back 91

C.Find out the reason for the noncompliance.

Front 92

A pharmacist speaking to the mother of a child who was diagnosed with epilepsy. The mother is very stressed. The pharmacist says, “Don’t worry. There are wonderful medications to treat epilepsy these days. I’m sure your son will do fine on them.” The pharmacist’s statement probably:

A.Makes the mother feel less worried.
B.Makes the mother feel that the pharmacist does not understand what she is going through.
C.Makes it less likely that the mother will confide her concerns to the pharmacist in the future.
D.Conveys to the mother the pharmacist’s concern for her feelings.
E.B & C.

Back 92

E.B & C.

Front 93

In a patient interview, assessing patient response to treatment is best accomplished by:

A.Knowing indicators of therapeutic outcomes which the patient can report on.
B.Asking an open-ended question about the effectiveness of treatment.
C.Asking about the indicators the physician is using to monitor effectiveness.
D.A & B.
E.All of the above.

Back 93

E.All of the above.

Front 94

If you want a patient to give an accurate account of behavior, such as how many doses of medication he has missed in the last week, it is best to:

A.Have a slow pace for this section of an interview.
B.Have a rapid pace for these questions so the patient gives his first response, which a probably the most truthful.
C.Give the patient time to think about the question before he responds.
D.A & C.
E.B & C

Back 94

D.A & C.

Front 95

When presenting a drug-related prescribing problem to a physician, it is desirable to:

A.Directly state the perceived problem.
B.Present therapeutic alternatives that might avoid the problem.
C.Focus on working with the physician to help the patient.
D.A & B.
E.All of the above.

Back 95

E.All of the above.

Front 96

The question “Do you take this medicine twice a day” is a “loaded” question because:

A.It can be answered with “yes” or “no”.
B.The patient knows the “correct” way to respond to the question.
C.The patient knows what the pharmacist expects to hear.
D.B & C.
E.All of the above.

Back 96

D.B & C.

Front 97

Asking the patient to summarize the most important points of information you have just provided on his medication does which of the following?

A.Allows you to assess the quality of the patient’s understanding of the information you provided.
B.Allows you to evaluate the quality of your patient education efforts.
C.Allows you to identify patient misunderstandings.
D.A & C.
E.All of the above.

Back 97

E.All of the above.

Front 98

When providing information or advice to a patient, patients will consider the information more important and be more likely to remember it if you:

A.Emphasize the importance of the information.
B.Give reasons for advice.
C.Provide the information both orally and in written form.
D.A & C.
E.All of the above.

Back 98

E.All of the above.

Front 99

Discussion of the model of the medication use process as seen from the patient’s perspective described in the prologue to your textbook includes which of the following implications:

A.Patients make active decisions on their medication use based on their common sense monitoring of their response to medications
B.Lets patients have more control over what is discussed.
C.Makes the patient more likely to lead you away from the goals of the interview.
D.A & B.
E.B & C.

Back 99

C.Makes the patient more likely to lead you away from the goals of the interview.

Front 100

Asking frequent open-ended questions:

A.Encourages the patient to be more active in communication.
B.Lets patients have more control over what is discussed.
C.Makes the patient more likely to lead you away from the goals of the interview.
D.A & B.
E.B & C.

Back 100

D.A & B.

Front 101

Patients who have never been told how their response to drug treatment will be monitored are likely to:

A.Still try to judge for themselves how well their medication is working.
B.Let monitoring and treatment decisions up to their physicians.
C.Comply with the prescribed treatment even though they do not understand goals for treatement.
D.A & C.
E.B & C.

Back 101

B.Let monitoring and treatment decisions up to their physicians.

Front 102

Techniques for self-monitoring for patients include

A.Having patients mark on a calendar every time they take a dose of medication.
B.Having patients monitor physiological indicators such as through use of a peak-flow meter for an asthmatic patient.
C.Having a friend remind them to take their medication.
D.A & B.
E.B & C.

Back 102

D.A & B.

Front 103

Which of the following demonstrates open-ended questioning techniques?

A.What did your physician tell you about this medication?
B.Did your physician tell you how to take this medication?
C.What problems have you had with this medication?
D.A & C.
E.All of the above.

Back 103

D.A & C.

Front 104

Illness and treatment often result in distressing feelings of loss of control on the part of patients because:

A.Providers often discourage patient involvement in treatment decisions.
B.Treatment failures are often blamed on patient “noncompliance”.
C.Patients feel dependent on providers for their well-being.
D.A & B.
E.All of the above.

Back 104

C.Patients feel dependent on providers for their well-being.

Front 105

A pharmacy manager tells his pharmacists to not provide patient counseling unless the patient requests it under OBRA ’90 or unless the pharmacist is not busy at the time. Pharmacists practicing in such an environment are:

A.Faced with a conflict-of-interest situation.
B.Faced with an ethical dilemma regarding the patient right to fidelity from health care providers.
C.Facing an ethical problem related to patient autonomy.
D.A & B.
E.A & C.

Back 105

E.A & C.

Front 106

Which of the following are examples of providing or obtaining feedback?

A.Empathic or reflection of feeling responses.
B.Asking patients to summarize the most important points to remember about a medication.
C.Summarizing the information a patient has provided in a medication history interview.
D.B & C.
E.All of the above.

Back 106

E.All of the above.

Front 107

Your boss criticizes you for something you do which you have no idea was causing a problem for him. You had never really thought of it from his point of view. However, you were surprised and distressed by the criticism. The most reasonable assertive response would be:
A.Disagree with the criticism.
B.Delay a response until you have had time to thing about the issue.
C.Respond immediately so he doesn’t think you are trying to avoid the issue.
D.Use a fogging technique.
E.C & D.

Back 107

B.Delay a response until you have had time to thing about the issue.

Front 108

Fogging may be an appropriate response to criticism when:

A.You agree with the observations of you behavior but do not agree with the value judgments made or implied.
B.You disagree with the criticism because it is not accurate.
C.You did make a mistake.
D.You are not sure what, specifically, the person is upset about.
E.You want time to think about the best way to respond.

Back 108

A.You agree with the observations of you behavior but do not agree with the value judgments made or implied.

Front 109

In conducting an interview, one should:

A.Use open-ended questions to initiate a new area of inquiry.
B.Avoid using closed-ended questions at any point in the interview.
C.Use closed-ended questions to clarify or follow-up on a pateint response.
D.A & C.
E.A & B.

Back 109

D.A & C.

Front 110

Environmental barriers to effective communication in many community pharmacies include:

A.Lack of a private area for communication between patients and pharmacists.
B.Having clerks or technicians be responsible for direct contact with patients so communication is transferred through them.
C.Beliefs on the part of pharmacists that patients do not expect or want to talk with them.
D.A & B.
E.B & C.

Back 110

D.A & B.

Front 111

A patient discovers, at age 30 during a routine physical exam, that he has hypertension. He works swing shifts with 2 weeks on days and weeks on nightime shifts. He was prescribed Lasix tablet BID to treat the hypertension. Name two aspects of this situation that are likely to affect his level of compliance.

Back 111

A. His variablility in daily schedule will affect time he takes med.
B. The fact that he was diagnosed during a routine physical exam (he probably did not go to Dr. with a compaint) therefore he may be apt to disbelieve the diagnosis.

Front 112

What could you as a pharmacist do to address each of these aspects to help establish successful treatment.

Back 112

A. Explain to the patient the serious effect of uncontrolled HTN & why it is important he takes his med even if he has no symptoms.
B. Tailor a schedule for the patient to take the drug at the same times every day.

Front 113

Physician-pharmacist working relationships observations include:
a) specialist physicians appreciate patient-specific information outside their own
specialty that may affect their care of the patient
b) younger physicians are more likely than older physicians to be insecure and
resist collaborating with pharmacists.
c) physicians who have had past experience working with pharmacists are more
willing to collaborate with pharmacists
d) a and c
e) all of the above

Back 113

d) a and c

Front 114

Barriers to building collaborative relationships with physicians include:
a) many physicians do not know what pharmacists do beyond dispensing
medications
b) practice sites are distant from one another
c) many physicians are not satisfied with their practices but are not sure how to fix
what is wrong
d) b and c
e) all of the above

Back 114

e) all of the above

Front 115

In communicating with physicians, you should:
a) focus your communication to be relevant to decisions the physician has to make
b) be evidence-based
c) use up-to-date references in sources physicians respect
d) b and c
e) all of the above

Back 115

e) all of the above

Front 116

In communicating with a physician on an important patient problem
a) do not communicate through an intermediary
b) summarize the plan of action at the end of the communication
c) organize communication the same way each time
d) b and c
e) all of the above

Back 116

e) all of the above

Front 117

Physicians avoid using e-mail in providing care for patients for which of the following reasons:
a) they want to receive reimbursement for patient consults with e-mail
b) they fear liability with written advice to a patient
c) the telephone is a more efficient method of communication
d) a and b
e) b and c

Back 117

d) a and b

Front 118

Pharmacists' ethical duties to patients include:
a) the duty to tell a patient the truth about medications if asked a question by
the patient.
b) the duty to keep information about the patient confidential.
c) the duty to tell the patient information about a medication that is crucial to
treatment even if the patient has not asked a question about it.
d) a and b.
e) all of the above.

Back 118

e) all of the above.

Front 119

According to current ethical codes, patients have certain rights in their relationships with health care providers. Patient rights include:
a) The right to truthful information about treatment
b) The right to have information from pharmacy records not revealed to third
parties not involved in their medical care without the patient's permission
c) The right of patients to decide whether or not a recommended treatment is
in their own best interest
d) a and b
e) All of the above

Back 119

e) All of the above

Front 120

Which of the following is NOT TRUE regarding health problems of ethnic minorities:
a) Patients may be using OTC medications or alternative remedies instead of
prescription medications.
b) Patients and Health Care Professionals may have language barriers
c) Patients are more likely to have acute diseases than chronic diseases
d) Patients with lower SES often present at later stages in their disease progression
e) Patients may not get prenatal care.

Back 120

c) Patients are more likely to have acute diseases than chronic diseases

Front 121

Communication Strategies for patients from cultures different from your own
include all EXCEPT:
a) Build trust by being open for questions
b) Explain that alternative medicines are not effective
c) Ask for feedback on understanding about medications
d) Ask about health beliefs
e) Ask about time orientation

Back 121

b) Explain that alternative medicines are not effective

Front 122

Anticipatory grief in response to pending death of a person who is terminally ill occurs
for
a) loved ones of patients
b) health care professionals
c) the patient himself
d) a and b
e) all of the above

Back 122

e) all of the above

Front 123

Different types of grief include
a) chronic
b) unresolved
c) conflicted
d) a and c
e) all of the above

Back 123

e) all of the above

Front 124

What contributes to a “good death” for most people?
a) having loved ones with you when you die
b) not being in pain
c) having said good-bye to loved ones
d) a and b
e) all of the above

Back 124

e) all of the above

Front 125

What provider characteristics hinder communication with dying or grieving persons?
a) Providers who are uncomfortable with death
b) Providers who do not understand what to expect when someone is grieving
c) Providers who are honest and straightforward
d) a and b
e) b and c

Back 125

d) a and b

Front 126

With sudden, unexpected death:
a) bereavement is shorter because there is no anticipatory grief
b) depression is less common in survivors
c) depression is more common in survivors
d) a and b
e) a and c

Back 126

c) depression is more common in survivors

Front 127

For persons who actually commit suicide
a) very few have let others know that they were thinking about suicide
b) many have had declining health
c) many are isolated with few sources of social support
d) b and c
e) all of the above

Back 127

d) b and c

Front 128

Research on statements made to grieving persons has found which of the following
statements to be perceived as helpful?
a) “It must be hard to accept”
b) “How can I be of help?”
c) “She is in a better place”
d) a and b
e) b and c

Back 128

d) a and b

Front 129

In communicating with older adults, it is helpful to appreciate that:
a) older adults tend to learn new information at a slower pace
b) approximately 50% of older patients will have some degree of hearing loss
c) older adults have difficulty hearing conversations if there are background
noises
d) a and c
e) all of the above

Back 129

e) all of the above

Front 130

Nonverbal communication differs from verbal communication in which of the following ways?
a. If nonverbal and verbal messages are in conflict with each other, the nonverbal messages are more likely to be believed
b. Nonverbal cues are difficult to "fake".
c. The meaning of nonverbal cues is less obvious because a particular cue can have multiple interpretations
d. a and b
e. All of the above.

Back 130

e. All of the above.

Front 131

Which of the following can be barriers to a pharmacist's provision of effective patient counseling?
a. Time constraints
b. Poor facility design
c. Presence of a clerk or technician who often has primary contact with the patient rather than the pharmacist having contact with the patient
d. a and c
e. All of the above

Back 131

e. All of the above

Front 132

Which of the following are positive non-verbal aspects of listening?
a. Coming out from behind the counter to give more privacy
b. Establishing eye contact
c. Head nods
d. a and c
e. All of the above

Back 132

e. All of the above

Front 133

Environmental barriers to effective communication in community pharmacies often include:
a. Lack of privacy in communication
b. Patient perceptions about their medical condition
c. Pharmacists hidden behind tall counters
d. a and c
e. All of the above.

Back 133

d. a and c

Front 134

A patient tells you that you gave her a refill last time that did not look like the medication she was used to receiving. She took several doses and experienced side effects so she brought the medicine in to have you look at it. You discover that the wrong medication was dispensed. In responding to the error, you should:
a. Tell the patient that she should have called you before she took a dose of the medication after noticing that it looked different from the medications she had previously received.
b. Avoid premature conclusions as to the cause of the error.
c. Avoid words that imply blame of a coworker.
d. b and c
e. All of the above

Back 134

d. b and c

Front 135

In the film “Health Literacy”, Mr. Day misunderstands the meaning of the word hypertension. He believed it referred to hyperactivity rather than to elevated blood pressure. His physician responded to his misunderstanding by telling him that
a. she [MD] had not done a good job of teaching him about hypertension.
b. high blood pressure and hypertension mean the same thing
c. he [patient] should have told her that he did not understand what hypertension meant whenever she used medical jargon or unfamiliar terms
d. a and b
e. all of the above

Back 135

d. a and b

Front 136

In the film “Health Literacy” a patient talks about her experience of signing a surgical consent form without realizing that surgeons were going to perform a hysterectomy. What could the patient’s physician have done to ensure that she understood her treatment?
a. have the patient summarize the information in the consent form
b. use the “teach-back” method to verify patient understanding
c. ask the patient if she had any questions on information in the consent form
d. a and b
e. b and c

Back 136

d. a and b

Front 137

Patients with low literacy often
a. are embarrassed to admit to health care providers that they have difficulty reading and understanding health information
b. depend on the oral instructions given by providers and their ability to remember those instructions
c. avoid encounters with health care providers because of anxiety over their inability to read or fill out forms
d. a and b
e. all of the above

Back 137

e. all of the above

Front 138

Data on health literacy in the United States has revealed that
a. those patients with chronic diseases who have low literacy are more likely to be hospitalized than those with higher literacy
b. a huge percent (over 40%) of adults cannot understand the meaning of prescription instructions such as “take on an empty stomach”.
c. most patient health care information is written on a college reading level while the average adult reads on an 8th grade level
d. b and c
e. all of the above

Back 138

e. all of the above

Front 139

In counseling patients who may have low health literacy, providers should
a. create a shame-free environment with all staff trained how to be helpful
b. use visual aids when counseling patients
c. do not say “Do you understand?” as a way to verify understanding
d. a and c
e. all of the above

Back 139

e. all of the above

Front 140

A patient brings in a new prescription for a medication. Effective open-ended questions to assess patient knowledge about appropriate use of this medication include:
a. Have you taken this medication before?
b. How did your doctor tell you to take this medicine?
c. Do you understand clearly how to use your medicine?
d. a and c
e. b and c

Back 140

b. How did your doctor tell you to take this medicine?

Front 141

In closing the counseling session, the pharmacist can best ensure patient understanding of medication information provided during the session by:
a. Documenting the patient's concerns
b. Informing the patient that you will be assessing therapeutic effectiveness whenever they come in for a refill
c. Having the patient summarize the most important points discussed in the counseling session
d. a and b
e. b and c

Back 141

c. Having the patient summarize the most important points discussed in the counseling session

Front 142

Having patients summarize new medication information pharmacists have just provided to them:
a. Allows pharmacists to make sure patients have no misunderstanding.
b. Is only necessary if there is a language barrier, such as an English-speaking pharmacist with a patient who does not have English as a first language.
c. Is not as effective as having the pharmacist summarize the most important points that he or she just made.
d. a and b
e. a and c

Back 142

a. Allows pharmacists to make sure patients have no misunderstanding.

Front 143

When patients present new prescriptions to you, you can safely assume:
a. Physicians have already instructed them on the dosing schedule for the medication.
b. Physicians have already discussed duration of use.
c. Patients will ask questions if they are not sure about how to take the medication.
d. a and b.
e. None of the above.

Back 143

e. None of the above.

Front 144

Which of the following is (are) open-ended questions that would assess the information a patient already has about the medication he has been prescribed?
a. "Did your doctor discuss the medication he prescribed?"
b. "What did your doctor tell you about this medication?"
c. "Do you have any questions over information you received from your doctor?
d. "Have you taken this medication in the past?"
e. b and d

Back 144

b. "What did your doctor tell you about this medication?"

Front 145

Which of the following is a good technique to improve patient understanding?
a. Emphasizing key points.
b. Giving a rationale for important advice.
c. Providing patients an opportunity to give feedback about what they have learned.
d. a and b
e. All of the above.

Back 145

e. All of the above.

Front 146

Pharmacists can be most confident of a patient's ability to correctly administer eye drops if the patient:
a. Accurately describes the technique
b. Receives written drug information.
c. Is not mentally or physically impaired
d. Correctly demonstrates the technique
e. Receives clear prescription labeling

Back 146

d. Correctly demonstrates the technique

Front 147

Checking to make sure a patient consistently eats breakfast and dinner at regular times every day and suggesting that a 2 times a day dosing schedule be tied to these two meals is an example of:
a. Tailoring
b. Emphasizing
c. Categorizing
d. Simplifying
e. Scripting

Back 147

a. Tailoring

Front 148

Determining an appropriate response or intervention when a problem with noncompliance is uncovered requires that the pharmacist:
a. Assess the effects on treatment outcomes of whatever medication-taking practices the patient has established.
b. Identify the precise cause or reason for the noncompliance.
c. Instruct the patient on the proper way to use the medication.
d. a and b.
e. a and c.

Back 148

d. a and b.

Front 149

Strategies health providers can use to improve adherence to complex medication regimens include:
a. Helping the patient develop a specific timetable for a regimen with times for each dose specified in relation to patient daily routines.
b. Having the patient recruit family and friends to help manage treatment plans.
c. Providers carefully monitoring adherence on an ongoing basis.
d. a and c
e. All of the above

Back 149

e. All of the above

Front 150

Which of the following is NOT a strategy to enhance adherence to medication regimens?
a. Weekly mailings as patient reminders to take medications.
b. Integrate new behaviors into patient lifestyle.
c. Monitor use on an ongoing basis through the use of prescription records.
d. Suggest ways to self-monitor use such as a with an administration calendar.
e. a and d

Back 150

a. Weekly mailings as patient reminders to take medications.

Front 151

The approach to motivational interviewing includes which of the following?
a. The pharmacist collaborates with the patient to develop strategies to support change to healthy behaviors
b. The patient brings up arguments in support of changing his or her unhealthy behaviors
c. The pharmacist confronts patients by reminding them of the negative effects of unhealthy behaviors
d. a and b
e. all of the above

Back 151

d. a and b

Front 152

A pharmacist can identify patients who are most likely to be non-adherent to their medication regimens based on which of the following characteristics:
a. age
b. socioeconomic status
c. attitude toward the pharmacist
d. a and b
e. none of the above

Back 152

e. none of the above

Front 153

Adherence to a medication regimen is more difficult under the following conditions:
a. Patient has a high level of self-efficacy
b. Patient has a high level of social support
c. Patient is asymptomatic
d. a and c
e. None of the above

Back 153

c. Patient is asymptomatic

Front 154

If a patient’s nonadherence to a medication regimen is found to be due to the patient forgetting to take the medication, which of the following is /are most likely to be helpful in improving compliance:
a. tailoring regimen to daily habits
b. using a medication calendar
c. providing information on the importance of compliance
d. a and b
e. a and c

Back 154

e. a and c

Front 155

Involving patients in monitoring their own progress (such as blood pressure for a hypertensive patient) would be a recommended intervention for which of the following causes of nonadherence:
a. Patient forgets due to hectic lifestyle
b. Drug has unpleasant side effects
c. Patient lacks understanding goals of therapy
d. Patient cannot afford the drug.

Back 155

c. Patient lacks understanding goals of therapy

Front 156

Where should the following information be found in a SOAP note? A patient tells you he is not having any problems with his current medications.
a. Subjective information
b. Objective information
c. Assessment
d. Plan
e. This information should not be put into a SOAP note.

Back 156

a. Subjective information

Front 157

Where should the following information be found in a SOAP note? A hypertensive patient tells you he was at his doctor’s office last week and his blood pressure was 130/85.
a. Subjective information
b. Objective information
c. Assessment
d. Plan
e. This information should not be put into a SOAP note.

Back 157

a. Subjective information

Front 158

Where should the following information be found in a SOAP note? You decide you are going to call a patient’s doctor to recommend a change in medication.
a. Subjective information
b. Objective information
c. Assessment
d. Plan
e. This information should not be put into a SOAP note.

Back 158

d. Plan

Front 159

Where should the following information be found in a SOAP note? You decide a patient’s report of dizziness is a side effect caused by her medication.
a. Subjective information
b. Objective information
c. Assessment
d. Plan
e. This information should not be put into a SOAP note.

Back 159

c. Assessment

Front 160

The "Plan" section of a pharmacist's SOAP note on a patient should include:
a. Description of actions to be initiated by the pharmacist to address each drug-related problem identified
b. The date on which each specific action will be undertaken
c. How the effectiveness of actions or interventions will be determined
d. a and b
e. All of the above

Back 160

e. All of the above

Front 161

The assessment section of a SOAP note should contain:
a. information provided by patients on how well they think their medication is working for them
b. a pharmacist’s conclusion that a therapy is effectively treating a condition if this is his or her evaluation
c. a description of the actions the pharmacist will take to resolve a drug-therapy problem
d. a and b
e. all of the above

Back 161

b. a pharmacist’s conclusion that a therapy is effectively treating a condition if this is his or her evaluation

Front 162

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult asthmatic patient (Rhonda), Dr. Hendeles conveyed respect for the patient in the following way(s):
a) He involved the patient in decisions about changing therapy.
b) When he found out that the patient was not taking two puffs of albuterol before exercise as prescribed, he said "There must be a reason for only using one puff."
c) He explained the importance of always taking two puffs of albuterol before exercise and got the patient to agree to use two puffs at a time since that is how it was prescribed.
d) a and b
e) a and c

Back 162

d) a and b

Front 163

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult asthmatic patient (Rhonda), Dr. Hendeles
a) asked specific questions about symptoms that would indicate lack of adequate control of asthma
b) observed patient MDI inhalation techniques as part of assessment of how medications are actually being used by the patient
c) demonstrated how MDI inhalers should be used as part of his efforts to educate the patient
d) a and b
e) all of the above

Back 163

e) all of the above

Front 164

Assessing the effectiveness of medication
a) Is only reliably done by talking with the prescribing physicians to obtain lab data
b) Can often only be determined according to patient self-report of effectiveness
c) Should include specific information the patient uses to judge effectiveness
d) b and c
e) a and c

Back 164

d) b and c

Front 165

Assessing actual use of a medication
a) Is only necessary if a patient cannot accurately describe the prescribed regimen
b) Includes gathering of specific information on doses missed
c) Includes assessment of reasons for missed doses
d) b and c
e) All of the above

Back 165

d) b and c

Front 166

The primary purpose of asking the patients questions in a community pharmacy setting is to:
a) Make sure patient records are up-to-date
b) Identify the patient's caregiver and health care providers
c) Encourage patients to ask questions
d) Help patients identify and manage therapeutic problems

Back 166

d) Help patients identify and manage therapeutic problems

Front 167

A patient who wishes to purchase an OTC product to treat symptoms should likely be referred to a physician if:
a) symptoms are severe
b) symptoms are persistent
c) an easily identifiable cause cannot be determined
d) a and c
e) all of the above

Back 167

e) all of the above

Front 168

The format for a patient interview can vary depending on the purpose for asking patients questions. The purpose of the interview can include:
a) conducting a complete medication history interview where each medication and health problem is assessed
b) a targeted interview to assess a patient’s chief medical complaint in order to reach an appropriate decision on treatment in the most efficient way possible
c) a targeted follow-up interview to evaluate a patient’s response to an intervention or change in therapy
d) a and b
e) all of the above

Back 168

e) all of the above

Front 169

For drug therapies that do not typically involve lab tests for judging therapeutic levels or therapeutic effectiveness, such as medications to treat pain or depression:
a) the pharmacist is unable to assist in monitoring therapy
b) the pharmacist must rely on the patient report of response to therapy
c) the pharmacist should find ways to help patient’s quantify their subjective experience and symptom levels so change over time can be evaluated.
d) b and c

Back 169

d) b and c

Front 170

In conducting an interview, which of the following techniques is (are) generally recommended?
a. Begin an area of investigation with more general questions and move to more specific questions.
b. Keep note taking as brief as possible
c. Avoid making recommendations until after information gathering is finished and you have a complete picture of the patient's medication-related problems
d. b and c
e. All of the above

Back 170

e. All of the above

Front 171

When a pharmacist asks a patient to report on the effectiveness of a medication regimen taken for a chronic condition, the following information should be elicited:
a. Patient perceptions of effectiveness
b. Description of patient monitoring activities
c. Description of MD monitoring activities
d. Specific results of patient and MD monitoring activities
e. All of the above

Back 171

e. All of the above

Front 172

In asking questions about problems with a medication that a patient can report on:
a. It is sufficient to ask only about side effects that the patient has experienced since this is the pharmacist’s primary concern
b. A general question should be asked about any problems or concerns
c. A specific question about side effects should be asked
d. It is important to realize that patient self-report is not valid information about effects of medications
e. b and c

Back 172

e. b and c

Front 173

In assessing actual use of a prescribed medication:
a. For scheduled medications, it is important to have the patient estimate the number of doses missed in a week
b. The pharmacist does not need to ask about compliance because patients will not admit noncompliance and refill records are better measures
c. For PRN medications, it is important to have the patient estimate the number of doses missed in a week.
d. a and c

Back 173

a. For scheduled medications, it is important to have the patient estimate the number of doses missed in a week

Front 174

Telephone communication is made more effective if pharmacists
a. Identify themselves with their name as well as the name of the pharmacy
b. Use the other person's name in the conversation
c. Give their full attention to the telephone conversation
d. a and c
e. All of the above

Back 174

e. All of the above

Front 175

You are a pharmacist in a community setting. The pharmacy manager pulls you aside one day and berates you for your “unprofessional attitude”. You are baffled, shocked, and unsure as to the cause of the problem. An assertive response would be
a. Delay a response until you are able to calm down.
b. Tell the manager that you would like to schedule a time after work to discuss and resolve any problems that may exist.
c. Disagree that you have acted in an unprofessional manner.
d. a and b.
e. b and c

Back 175

d. a and b.

Front 176

A coworker is always asking you to cover for him for one reason or another. Today he asked you again to work for him on your day off and you agreed. A coworker, Jim, who overheard the conversation, tells you later “You’re always working for that guy. You’re a soft touch and he knows it.” Examples of a fogging response you could make to Jim include:
a. “This really is not any of your business.”
b. “You may be right. I may be a soft touch.”
c. “I do not agree that I am a soft touch."
d. a and b.
e. b and c.

Back 176

b. “You may be right. I may be a soft touch.”

Front 177

You are a chairperson of a hospital Pharmacy and Therapeutics (P&T) Committee. The P&T committee, at their last meeting, considered adding a particular drug to the formulary but voted against doing so, a decision you supported. The drug rep for the company manufacturing the product under consideration visited you at work after the decision was made and tried to persuade you to bring the issue up again to the P&T committee and lobby for approval of the drug. Examples of broken record responses refusing the request would include:
a. Explaining why the committee decided as they did until you are able to get the rep to acknowledge that you have valid reasons for the decision.
b. Becoming increasingly harsh in your tone of voice and, if necessary, telling him that he is crossing the line and behaving in an unethical manner.
c. Repeating “I understand what you want me to do, but I will not do it.”
d. a and b.
e. a and c.

Back 177

c. Repeating “I understand what you want me to do, but I will not do it.”

Front 178

In presenting a drug-related prescribing problem to a physician, it is desirable to
a. Directly state the perceived problem.
b. Present therapeutic alternatives that might avoid or resolve the problem.
c. Focus on working with the physician to help the patient.
d. b and c
e. All of the above.

Back 178

e. All of the above.

Front 179

Physicians criticize the communication they have with pharmacists because they consider
a. Most of the contacts pharmacists initiate with physicians are about trivial issues in terms of effects on patient care
b. Most contacts pharmacists initiate with physicians are in regard to drug regulation rather than patient-centered care
c. Pharmacists are often arrogant in their communication
d. a and b.
e. a and c.

Back 179

d. a and b.

Front 180

You (a pharmacist) interrupted a colleague who was speaking with a patient to ask about a matter that was not really urgent. After the patient leaves, the colleague criticizes you for interrupting. An appropriate assertive response would be:
a. Agreeing with the criticism and apologizing for the interruption.
b. A fogging response
c. Getting specific feedback on what the colleague is upset about
d. Explaining why you interrupted him.
e. b and d.

Back 180

a. Agreeing with the criticism and apologizing for the interruption.

Front 181

Fogging may be an appropriate response to criticism when:
a. You agree with the observations of your behavior but do not agree with the value judgments made or implied.
b. You disagree with the criticism because it is not accurate.
c. You did make a mistake.
d. You are not sure what, specifically, the person is upset about.
e. You want time to think about the best way to respond.

Back 181

a. You agree with the observations of your behavior but do not agree with the value judgments made or implied.

Front 182

Nonassertive behavior is often tied to
a. Fear of rejection or anger from others.
b. Perfectionistic standards for oneself.
c. Over-concern for the needs of others.
d. a and c.
e. All of the above.

Back 182

e. All of the above.

Front 183

Jill was asked to work on her day off. Which of the following are reasonable assessments of the communication between Jill and her colleague?
a. The only assertive response to the request was to say “No”
b. Jill was passive in responding to the request
c. The pharmacist colleague was unreasonable in asking Jill to work for him on her day off
d. a and b
e. b and c

Back 183

b. Jill was passive in responding to the request

Front 184

The pharmacist was assertive in which of the following ways?
a. The pharmacist initiates communication with the patient
b. The pharmacist asks for specific feedback on what she can do to help the patient
c. The pharmacist responds calmly to patient criticism
d. a and b
e. all of the above

Back 184

e. all of the above

Front 185

Conveying to patients that you understand their experience
a. Is perceived by patients as evidence that you care about them
b. Encourages patients to tell you when they are confused
c. Helps patients arrive at their own solutions to problems
d. a and b
e. All of the above

Back 185

e. All of the above

Front 186

Training programs that teach patients how to be more assertive in obtaining information from providers have resulted in:
a. Patients who asked more questions about their treatment.
b. Patients who had improved medical outcomes one year later.
c. Providers who were annoyed about the amount of time it took to care for patients.
d. a and b
e. All of the above

Back 186

d. a and b

Front 187

Why should you as a pharmacist be interested in establishing a trusting relationship with patients?
a. It is a part of the OBRA requirements
b. It allows the pharmacist to meet professional responsibilities in patient care
c. It allows the pharmacist to become more confident in filling prescriptions
d. It's a nice thing to do for someone who is probably ill

Back 187

b. It allows the pharmacist to meet professional responsibilities in patient care

Front 188

Patients perceive a pharmacist as credible – someone who could influence their medication-taking practices -–to the extent that they perceive the pharmacist as being
a. Trustworthy
b. Competent
c. Recently graduated from pharmacy school so knowledge is up-to-date
d. a and b
e. All of the above

Back 188

d. a and b

Front 189

Dimensions of “patient-centered” care as described in your textbook include:
a. Providers must share power with patients in the decision-making process regarding therapy
b. Providers must be aware of how their behavior affects patients
c. Providers must get patient consent before discussing their care with another health care professional also providing care to the patient
d. a and b
e. a and c

Back 189

d. a and b

Front 190

The Interpersonal Communication Model as discussed in the text consists of a sender, a receiver, a message, barriers and
a. Time
b. Feedback
c. A Mediator
d. Patience

Back 190

b. Feedback

Front 191

Examination of the medication use process as seen from the patient’s perspective (described in your textbook) includes which of the following implications.
a. Patients make active decisions on their medication use, including making alterations to prescribed regimens.
b. Physicians often make decisions to increase dose or change medication without an accurate understanding of patient medication use.
c. Physicians routinely assess patient compliance with therapy.
d. a and b.
e. a and c.

Back 191

d. a and b.

Front 192

Which of the following has (have) been found to be necessary for building therapeutic relationships between patients and health care providers?
a. Genuineness and honesty on the part of the health care provider
b. Respect for the patient
c. Empathy on the part of the health care provider
d. a and c
e. All of the above

Back 192

e. All of the above

Front 193

Watch the following vignette with a pharmacist and a patient (Mr. Wilson), who has been recently admitted to a nursing home. (Insert “They have good visiting hours here”). The pharmacist statement is an example of which type of response:
a. Empathic
b. Judging
c. Generalizing
d. Placating
e. Distracting

Back 193

d. Placating

Front 194

Watch the following vignette with a pharmacist and a patient (Mr. Wilson), who has been recently admitted to a nursing home. (Insert “I know you are feeling lost”). The pharmacist statement is an example of which type of response:
a. Empathic
b. Judging
c. Placating
d. Reflection of feeling
e. a and d

Back 194

e. a and d

Front 195

You work an overlapping shift with another pharmacist. You came back to the prescription area after helping a patient with an OTC selection. The pharmacist coworker seems upset with you and says: “You spend more time counseling patients on OTC products than any pharmacist I know.” A fogging response you could make would be to say:

a) “I agree that I spend considerable time counseling patients”.
b) “Other pharmacists must not have the same sense of professional responsibility that I do”.
c) “I do not like your implication that I should not be counseling patients”.

Back 195

a) “I agree that I spend considerable time counseling patients”.

Front 196

Principles of providing effective negative feedback to a clerk working under your supervision include:

a) Focus on the clerk’s behavior, which can be changed.
b) Focus on what you have observed happen.
c) Focus on the underlying reason in the clerk’s personality for why you think she does what she does.
d) a and b

Back 196

d) a and b

Front 197

The current president of the local pharmacy association has asked you to run for president next year. You feel overcommitted with family, work, and current association activities and do not want to take on additional responsibilities. The president urges you to change your mind. A broken record response would be:

a) Telling him calmly: “You are being unfair in pressuring me after all I have already done for the association”
b) Telling him calmly: “I am angry that you will not respect the decision I have made”
c) Repeating calmly: “I am flattered that you asked me, but I will not run for president.”

Back 197

c) Repeating calmly: “I am flattered that you asked me, but I will not run for president.”

Front 198

You (a pharmacist) work with a tech with whom you have always had a good relationship. Today she seems upset with you. She says that you just don’t understand how difficult it is to be a tech. An appropriate assertive response would involve
a) ignoring the tech’s criticism
b) providing a fogging response
c) getting specific feedback on what the tech is upset about.
d) explaining how difficult it is for you to be a pharmacist so she sees the situation from your point of view.

Back 198

c) getting specific feedback on what the tech is upset about.

Front 199

Nonassertive behavior is often tied to
a) A wish to have the approval of other people
b) A passive personality disorder
c) Repressed emotion

Back 199

a) A wish to have the approval of other people

Front 200

What contributes to a “good death” for most people?
a) having adequate control of pain
b) being pushed by others to accept the reality of their terminal condition so that
they can get their affairs in order
c) having loved ones with them when they die
d) being in denial about their prognosis
• A only
• A and C
• B and C
• C only
• D only

Back 200

• A and C

Front 201

What provider characteristics hinder communication with dying or grieving persons?
a) Providers who are uncomfortable with death
b) Providers who allow terminally ill patients to maintain unrealistic hope for
recovery
c) Providers who do not understand what to expect when someone is grieving
• A only
• B only
• C only
• A and C
• All of the above

Back 201

• A and C

Front 202

With sudden, unexpected death:
a) depression is less common in survivors
b) depression is more common in survivors
c) bereavement is longer because there is no anticipatory grieving
• A only
• B only
• B and C
• A and C

Back 202

• B and C

Front 203

For persons who actually commit suicide
a) many face an increase in health problems
b) the majority have let others know that they were thinking about suicide
c) the majority are women
d) many are isolated with few sources of social support
• A and B
• B and C
• A, B, and D
• All of the above

Back 203

• A, B, and D

Front 204

In communicating with older adults, it is helpful to appreciate that:
a) approximately 50% of older patients will have some degree of hearing loss
b) most older adults tend to learn new information at a slower pace
c) many older adults rely on speech-reading to understand conversations
d) most older adults have a very limited ability to learn new things
• A, B and C
• C and D
• B and C
• A, C, and D

Back 204

• A, B and C

Front 205

Pharmacists' ethical duties to patients include:
a) the duty to tell a patient the truth about medications if asked a question by the
patient.
b) the duty to keep information about the patient confidential.
c) the duty to provide the patient with information about a medication that is crucial
to treatment even if the patient has not asked a question about it.
d) the duty to keep patient records revealing a sporadic refill history confidential
from the physician prescribing the medication unless the patient gives consent
• A and C
• B and D
• A, B, and C
• D only

Back 205

• A, B, and C

Front 206

E-mailing patients with information about their prescriptions requires consideration of the following issues:
a) using patient e-mail addresses at their work setting is risky because their
employer "owns" all e-mail communication.
b) email is not an efficient way of communicating with patients.
c) the e-mail message is a permanent written document
d) email is not effective in terms of health outcomes
• A and C
• B only
• C and D
• B, C, and D

Back 206

• A and C

Front 207

Physicians avoid using e-mail in providing care for patients for which of the following
reasons:
a) they want to receive reimbursement for any patient consults
b) they fear liability with written advice to a patient
c) the telephone is a more time-efficient method of communication
d) they get higher reimbursement for telephone consults
e) they fear being overloaded with e-mails

• A and B
• C and D
• B and E
• A, B, and E

Back 207

• A, B, and E

Front 208

A therapeutic relationship between a pharmacist and patient requires that the
pharmacist communicate:
a) Caring and concern for the patient’s well-being
b) Understanding of the patients feelings
c) Agreement and approval for whatever point of view the patient has
d) a and b
e) all of the above

Back 208

d) a and b

Front 209

A patient tells a pharmacist that she is not happy with the cardiologist, Dr.
Jonathan, who her primary care provider referred her to. He seems very
abrupt and not very informative. The pharmacist says; “A lot of my patients
have told me that he is hard to get along with.” The pharmacist statement is
an example of what type of response?
a) Empathic
b) Reflection of feeling
c) Generalizing
d) Placating
e) Distracting

Back 209

c) Generalizing

Front 210

The mother of a child with cancer (Danny) says to a pharmacist: “Sometimes I
feel there is no hope that Danny will get better. The pharmacist says: “You
sound discouraged”. The pharmacist statement is an example of what type of
response?
a) Empathic
b) Judging
c) Placating
d) Reflection of feeling
e) a and d

Back 210

e) a and d

Front 211

Examination of the medication use process as seen from the patient’s
perspective (described in your textbook) includes which of the following
implications?
a) Patients make evaluations of the medications they take based on their
perceptions of the benefits and costs of therapy
b) Patients make active decisions on their medication use, including making
alterations to prescribed regimens.
c) Physicians often make decisions to increase dose or change medication
without an accurate understanding of patient medication use.
d) a and b
e) all of the above

Back 211

e) all of the above

Front 212

Which of the following has (have) been found to be necessary for building
therapeutic relationships between patients and health care providers?
a) Patient compliance with provider advice
b) Health care providers showing respect for the patient
c) Empathy on the part of the health care provider
d) Genuineness on the part of health care providers in their concern for the
patient
e) b, c, and d

Back 212

e) b, c, and d

Front 213

In conducting an interview, which of the following is (are) generally
recommended?
a) Begin an area of investigation with open-ended questions and
then follow-up with closed questions.
b) Explain the purpose of the interview in terms of how you intend to
help the patient.
c) Do not ask a patient about lab values (e.g. HbA1c, INR) because they
probably do not know the answer and will feel threatened if you ask.
d) Ask whether or not the patient believes the medications they take
for chronic conditions are effective.
e) a, b and d

Back 213

e) a, b and d

Front 214

Which of the following are appropriate questions or requests when conducting
a patient interview about current therapy?
a) “Do you know the purpose of this medication?”
b) “Are you able to comply with this regimen?”
c) “What problems have you had with this medication?”
d) “Describe how you use this medication on a typical day.”
e) c and d

Back 214

e) c and d

Front 215

When asking patients to report on their own behaviors, such as their adherence with a daily, chronic medication regimen:
a) Make questions specific (e.g., the number of doses missed).
b) Ask about behavior for a specified time frame (e.g., in the last week).
c) Ask patients whether or not they take medications as prescribed.
d) Ask a question about all the medications they take combined rather
than asking about adherence to each medication separately
e) a and b

Back 215

e) a and b

Front 216

When communicating over the telephone, which of the following is (are) effective practices?
a) Identify that you are a pharmacist and the name of the pharmacy you
are working at. Providing your name is not important as long as you state that you are a pharmacist.
b) Ask for the caller’s name and use the name during the
communication.
c) Ask for permission if you must place the caller on hold.
d) Allow the caller to hang up first.
e) b, c and d

Back 216

e) b, c and d

Front 217

When asking sensitive questions during an interview, such as asking
questions about non-adherence, the following technique is not helpful:
a) Tell the patient before asking the question on missed doses that
nearly everyone misses doses sometimes.
b) Ask whether the situation has ever occurred (e.g. “Have you ever
missed a dose of this medicine?”) and then ask about more
recent occurrences (“How many doses have you missed in the
past week?”)
c) Ask more personal or sensitive questions early in the interview so these are out of the way
d) Ask questions in a simple, matter-of-fact manner.

Back 217

c) Ask more personal or sensitive questions early in the interview so these are out of the way

Front 218

Where should the following information be found in a SOAP note? You decide a
patient’s self-monitored blood glucose readings, which you download from her
glucometer, indicate her diabetes is not well controlled.
• Subjective information
• Objective information
• Assessment
• Plan
• This information should not be put into a SOAP note.

Back 218

• Assessment

Front 219

Assessing actual use of a medication for a regularly scheduled medication
a) Is only needed if patients report having problems with their medications
b) Includes gathering of information on doses missed in a specified time period
c) Includes assessment of reasons for missed doses
d) Is not necessary if the patient can accurately describe what the physician told him about scheduling doses.
• A only
• B and C
• A, B, and C
• All of the above

Back 219

• B and C

Front 220

A patient who wishes to purchase an OTC product to treat symptoms of diarrhea for
himself should likely be referred to a physician if:
a) symptoms are severe
b) symptoms have a recent onset
c) the pharmacist does not have time to properly assess symptoms and counsel on
appropriate use of an OTC
• A only
• B only
• A and C
• All of the above

Back 220

• A only

Front 221

The format for a patient interview can vary depending on the purpose for asking patients
questions. The purpose of an interview can include:
a) conducting a complete medication history interview where each medication and
health problem is assessed
b) a targeted interview to assess a patient’s chief medical complaint in order to reach
an appropriate decision on treatment in the most efficient way possible
c) a targeted follow-up interview to evaluate a patient’s response to an intervention or change in therapy
• A only
• A and B
• B and C
• All of the above

Back 221

• All of the above

Front 222

For drug therapies that do not have lab tests or other objective tests that can measure
therapeutic effectiveness, such as medications to treat depression:
a) the pharmacist must rely on the patient report of response to therapy
b) the pharmacist should find ways to help patients quantify their subjective experience
and symptom levels
c) the pharmacist should assess baseline levels of symptoms so change over time can
be evaluated
d) the pharmacist should accept the fact that therapeutic effectiveness cannot be
reliably evaluated in such a drug therapy
• A and B
• A, B, and C
• C and D
• All of the above

Back 222

• A, B, and C

Front 223

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult asthmatic patient (Rhonda), Dr. Hendeles
a) asked specific questions about symptoms that would indicate lack of adequate control of asthma
b) observed patient MDI inhalation techniques as part of assessment of how medications are actually being used by the patient
c) demonstrated how MDI inhalers should be used as part of his efforts to educate the patient
d) explained the importance of always taking two puffs of albuterol before
exercise and got the patient to agree to use two puffs at a time since that is how it was prescribed.
e) advised the patient to rinse out spacers once a week

• A and B
• B and C
• C, D, and E
• A, B, C, and E
• All of the above

Back 223

• A, B, C, and E

Front 224

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult asthmatic patient (Rhonda), the interview revealed that the patient missed about
two doses a week of her Aerobid inhaler. This information should be
documented in what section of a SOAP note?

a) Subjective information
b) Objective information
c) Assessment
d) Plan
e) This information should not be put into a SOAP note.

Back 224

a) Subjective information

Front 225

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult asthmatic patient (Rhonda), Dr. Hendeles had the patient demonstrate how she
administered her Aerobid with her MDI inhaler. The information from this
observation should be documented in:

a) Subjective information
b) Objective information
c) Assessment
d) Plan
e) This information should not be put into a SOAP note.
Question

Back 225

b) Objective information

Front 226

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult
asthmatic patient (Rhonda), Dr. Hendeles made which of the following interventions with the patient?
a) He educated the patient on washing spacer device
b) He agreed to discuss increasing her Aerobid dose to 3 puffs BID
c) He agreed to ask the physician to add an additional drug to her regimen to
get her asthma under better control
d) During the interview, he advised her to cover her pillows with plastic covers to
reduce environmental exposure to dust mites
• A and B
• A, B, and C
• C and D
• D only
• All of the above

Back 226

• A and B

Front 227

In the videotaped interview that Dr. Leslie Hendeles conducted with an adult
asthmatic patient (Rhonda), Dr. Hendeles found out that Dawn was taking
ibuprofen. In documenting in the SOAP note:
a) He would document use and dose of ibuprofen in subjective information
section
b) He would document use and dose of ibuprofen in objective information
section
c) He would document that use of ibuprofen did not worsen asthma symptoms in
assessment section
d) He would document his plan to advise her during follow-up conversations to
discontinue use of ibuprofen because this medication worsens asthma
symptoms
e) The information on ibuprofen should not be put into a SOAP note since no
problems were detected.

• A only
• A and C
• B and C
• A, B, C, and D
• E only

Back 227

• A and C

Front 228

Communication strategies for patients from cultures different from your own include all
EXCEPT:
a) Build trust by being open for questions
b) Explain that alternative medicines are not effective
c) Ask patients to summarize any advice you provide
d) Ask about health beliefs
e) Ask about time orientation

• B only
• C only
• D and E
• All of the above

Back 228

• B only

Front 229

In the film “Health Literacy”, Mr. Day misunderstands the meaning of the word
hypertension. He believed it referred to hyperactivity rather than to elevated blood
pressure. His physician responded to his misunderstanding by
a) telling him that she [MD] had not done a good job of teaching him about
hypertension.
b) telling him that high blood pressure and hypertension mean the same thing
c) telling him that he [patient] should have told her that he did not understand what
hypertension meant whenever she used medical jargon or unfamiliar terms
d) showing a non-judgmental attitude toward the patient even though he did not
understand his condition

• A and B
• C and D
• A, B and D
• All of the above

Back 229

• A, B and D

Front 230

In the film “Health Literacy” a patient talks about her experience of signing a surgical consent form without realizing that surgeons were going to perform a hysterectomy.
What could the patient’s physician have done to ensure that she understood her
treatment?
a) have the patient summarize the information in the consent form
b) use the “teach-back” method to verify patient understanding
c) ask the patient if she had any questions on information she read in the consent form
d) have a patient designate a friend or relative to read the consent form and summarize it for the patient

• A only
• A and B
• A, B, and C
• All of the above

Back 230

• A and B

Front 231

Patients with low literacy often
a) tell health care providers that they have difficulty reading and understanding
health information
b) depend on the oral instructions given by providers
c) avoid encounters with health care providers because of anxiety over their inability
to read or fill out forms
d) depend on their ability to remember the oral instructions given by providers

• A only
• B and D
• D only
• B, C, and D

Back 231

• B, C, and D

Front 232

Data on health literacy in the United States has revealed that
a) those patients with chronic diseases who have low literacy are more likely to be
hospitalized than those with higher literacy
b) a huge percent (over 40%) of adults cannot understand the meaning of
prescription instructions such as “take on an empty stomach”.
c) most patient health care information is written on a college reading level while the
average adult reads on an 8th grade level
d) most patient health care information is written on a 5th grade level to promote
understanding by most of the population

• A and C
• B and D
• A, B, and C
• All of the above

Back 232

• A, B, and C

Front 233

In counseling patients who may have low health literacy, providers should
a) use visual aids and pictures when counseling patients
b) say “Do you understand?” as a way to verify understanding
c) limit the amount of information given
d) use “living-room language”
e) speak more slowly
• A, B, and C
• C, D, and E
• A, C, D, and E
• All of the above

Back 233

• A, C, D, and E

Front 234

A patient brings in a new prescription for a medication. Effective open-ended prompts to
assess patient knowledge about appropriate use of this medication include:
a) Have you taken this medication before?
b) How did your doctor tell you to take this medicine?
c) Describe how you are supposed to use the medicine.
• A only
• A and B
• B and C
• All of the above

Back 234

• B and C

Front 235

In closing the counseling session, the pharmacist can best ensure patient understanding
of medication information provided during the session by:
a) Documenting the patient's concerns
b) Summarizing at the end of the consultation the most important points of
information he has provided to the patient.
c) Having the patient summarize the most important points discussed in the counseling session
• A only
• B only
• C only
• None of the above

Back 235

• C only

Front 236

Which of the following is a good technique to improve patient understanding?
a) Emphasizing key points.
b) Giving a rationale for important advice.
c) Providing patients an opportunity to give feedback about what they have learned.
• A and B
• A and C
• B and C
• All of the above

Back 236

• All of the above

Front 237

Pharmacists can be most confident of a patient's ability to correctly administer eye drops
if the patient:
a) Receives written drug information
b) Is not mentally or physically impaired
c) Correctly demonstrates the technique
d) Receives clear prescription labeling

• A and B
• A and C
• C only
• D only

Back 237

• C only

Front 238

Children who are middle-school age (6th – 8th grades) often want to know
which of the following about their medicines?
a) differences between dependency and addiction
b) why they may have to take a medicine according to a particular time
schedule
c) what their parents’ prescription insurance plan pays for
d) a and b

Back 238

d) a and b

Front 239

In communicating with children ages 8-10 about medications they take, it is
important to:
a) ask closed-ended questions rather than open-ended questions
b) provide written information
c) for a current medication, ask the child what questions he or she has for you
d) b and c
e) all of the above

Back 239

d) b and c

Front 240

Ranelli and colleagues studied pharmaceutical care of children in Wyoming. They
found:
a) Approximately 25% of pharmacies reported filling prescriptions for children on a
daily basis
b) Over one-third of pharmacists reported that they rarely communicated with the
child
c) Most pharmacists reported that physicians did a good job of educating their
juvenile patients
d) Most pharmacists did not think children should play a more active role in their
own health care and health communications.
• A and B
• B only
• C only
• A, B, and D

Back 240

• B only

Front 241

In communicating with parents and children ages 8-10 about the Ritalin the child takes, it
is important to:
a) ask the child open-ended questions rather than closed-ended questions about
the effectiveness of the medication
b) ask about concerns the child has about taking the medication
c) ask the parent rather than the child about how well the medication is working
d) ask about concerns the parent has about the child taking the medication
• A and B
• C only
• C and D
• A, B, and D

Back 241

• A, B, and D