PHR1011 PASS: Topic 11

Which of the following is correct?

1. I. Assertive response often uses open statements and offers room for negotiation where appropriate

2. II. Aggressive response refers to loud and demanding voice

3. III. Vague and apologetic response is an example of assertive response (passive response)

4. IV. Passive response often approach the problem indirectly

• 1. I, II, III

• 1. I, II

• I, II, IV

• II, IV

An old man came to your pharmacy to seek some medical advice. You are about to counsel him, but you are unsure whether he can hear you clearly. What will you do?

• 1. Counsel as normal and check for understanding. If the old man shows signs or facial expressions that he cannot understand, consider slowing down or speaking louder

• Speak much louder than normal to ensure that he can hear you

• Ask the old man whether he can hear you clearly

• Provide basic information and ask him to read up the information himself

Which of the following is not a patient-centred approach?

• Taking patient’s preference into account when making decisions about their medication and treatment plans

• Include patient in discussions about them and when making healthcare decisions about their condition

• Having discussions with adult patient’s carer but not the patient themselves 

• 1. Find most appropriate solutions that works best for the patient

An old lady walked into the pharmacy you worked at. She wanted her prescriptions for lisinopril 5mg and atorvastatin 20mg filled. You noticed that she can’t hear well. She was using a walking stick and was slightly unstable on her feet. What can you do in this situation?

Linda has had asthma since childhood. Ever since she was diagnosed with asthma, she is prescribed by her GP Salbutamol MDI 2 puffs when required to manage asthma attack. Recently, her asthma symptoms have been poorly controlled and had significantly impaired her quality of life. She had to use her Ventolin inhaler almost every single day. She went to the So Caring Pharmacy that Sarah (pharmacist) is working to get a Ventolin inhaler (salbutamol). She complained that she occasionally has shortness of breath. After assessing her condition, Sarah thinks that she might need an additional ICS inhaler to help her control her symptoms. The initiation of an ICS inhaler is usually done by the GP after further assessment. Sarah called her GP, Dr. Ranjit after obtaining Linda’s consent.

How should Sarah structure her conversation with Dr Ranjit? Formulate your answer according to the 4 important elements of assertive communication.


Statement: _____________________________________________

Nurse: Hello, I’m Dr Ranjit’s nurse. He is a bit busy now, but I’ll ask if he can spare a few minutes for you. What is it you wish to speak to him about?

Reply: _____________________________________________

Nurse: It would be faster if you tell me what is the problem. I will pass your message to Dr. Ranjit.

Negotiation: _____________________________________________

Nurse: He is currently very busy. I don’t think he has time to talk to you.

Resolution: _____________________________________________