Effective Communication Can Bridge Gaps in Care | APhA 2025

Effective health care communication requires a nuanced approach that addresses multiple barriers patients may face. The LEARN model provides a strategic framework for pharmacists to engage with patients, emphasizing active listening, patient education, acknowledging differences, recommending plans, and negotiating culturally appropriate solutions, according to Sally Arif, PharmD, professor in the College of Pharmacy at Midwestern University. This approach is particularly crucial when working with underserved populations who may have historical mistrust of health care systems.

Language and communication present significant challenges in patient care. Pharmacists must speak directly to patients, not through interpreters, and ensure clear, culturally sensitive communication. Additionally, recognizing and addressing implicit biases is critical. Health care professionals inherently carry unconscious biases learned over time, and the key is not to eliminate them but to recognize and mitigate their impact through self-awareness and intentional engagement with diverse populations.

Understanding patients as whole individuals goes beyond their medical conditions. Social determinants of health play a crucial role in patient care and medication adherence. Pharmacists should screen for challenges like housing insecurity, food access, and transportation issues that might impact a patient's ability to prioritize their health. Health literacy is another critical factor, with patients often struggling to understand medical instructions or make appropriate clinical decisions. The single-item literacy screening question can help identify patients who may need additional support and explanation. The ultimate goal is to build trust, provide comprehensive care, and support patients in managing their health effectively. By employing strategies like the teach-back method and actively listening to and respecting patients' life circumstances, pharmacists can create more meaningful and successful health care interactions that prioritize patient understanding and adherence.

"I would say one thing that often gets forgotten is evaluating patients for their health literacy," Arif said. "Health literacy affects so many patients in our country, and we often see that it's not justified by what they understand in the documentation we give them or the counseling sessions we have with them, but it's how [sic] they make appropriate clinical decisions around their health when they're at home."

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