When performing the questioning skill in practical communication at the drug retailer in Vietnam, what should be noted?

When performing the questioning skill in practical communication at the drug retailer in Vietnam, what should be noted? (Image from the Internet)

Based on Section 2.2.1.c of Chapter II of the Practical Handbook at drug retailers (Issued with Decision 696/QD-QLD 2021), there are several considerations to keep in mind when asking questions:

- Use appropriate question forms

Each question form has its own advantages and disadvantages, so pharmacists need to understand these question forms and apply them flexibly in communication situations. However, to save time and allow patients to express their symptoms in their own language, open-ended questions should be used whenever possible, especially in the initial stage of information exchange. Then, use other question forms to determine or explore additional information.

- Ensure that the patient understands the meaning of the question

If the patient does not understand the reason for asking the question, they may feel hesitant, confused, and unwilling to share information. But if the patient understands the reason for asking the question, they will feel comfortable, open, and willing to share information, including personal and sensitive information. Therefore, a good question is a clear and understandable question.

- Match the pace of questioning with the patient's ability to answer

Experienced pharmacists usually have a set of questions to gather necessary information from customers. However, if the pharmacist asks too quickly, it may confuse the customer and lead to inaccurate, incomplete, or even wrong answers. Therefore, during the questioning process, pharmacists need to pay attention to the customer's expressions. If they show signs of confusion, the pharmacist should ask at a slower pace. At the same time, the pharmacist can ask for specific information again if it does not match the information provided earlier.

- Avoid leading questions

In general, no one wants to show their lack of knowledge. In some situations, using leading questions may result in inaccurate information because the patient wants to hide their lack of knowledge. For example, if a patient comes to the pharmacy to buy a dose-measuring spray bottle, the pharmacist wants to know if the patient knows how to use the spray bottle and asks, "I guess you already know how to use the spray bottle, right?" In this case, the patient may answer "Yes" even though they do not know how to use the spray bottle. When hearing this question, the patient may infer the meaning of the question as, "The pharmacist assumes that I know how to use this bottle. Because this bottle is easy to use and everyone knows how to use it, the pharmacist doesn't need to tell me. If I don't know how to use it, then I'm really ignorant." The pharmacist should ask, "Do you know how to use this spray bottle?" or better yet, in a way that does not show the patient's lack of knowledge, "Has anyone instructed you on how to use this spray bottle?" With this questioning approach, the patient will easily confirm if they do not know how to use the medication. Because in that case, the patient does not know how to use the medication because no one has instructed them, not because the patient lacks knowledge.

- Avoid using questions when an affirmative statement is necessary

In a situation where a customer says they want to stop using their blood pressure medication, the pharmacist can react by saying, "You don't want to risk it if you stop taking the medication, right?" In this situation, the pharmacist needs to state to the customer, "If you stop taking the medication, there will be some risks."

Best Regards!