Abstract
Objective: To analyze information and communication in the community pharmacy when patients collect a first dispensing for chronic medication. Methods: In 3 pharmacies in the South-West of the Netherlands, counter-based communication with patients receiving a first dispensing for chronic medication was observed and audiotaped. Each contact was analyzed by two observers using an observation checklist. An 11-item questionnaire was given to the patients. Results: 72 Patients were included. Only pharmacy technicians provided information. Average contact lasted approximately 2. min. A computer checklist to support information giving was closely followed. Interactions were structured with introduction and closure. Mostly, information was given without exploring needs of the patient. Questioning showed open-ended questions (26%); check-questions and questions asking feedback (57%). A mean general score given was 5.8 (range 1-9). Of 46 responders who filled in a questionnaire, the majority felt that information was useful, clear and understandable. Conclusion: Our results show a concise and efficient way of information giving, closely related to a computer checklist. Technicians dominate the interaction. They ask few questions. Patients are satisfied about provided information and the contact. Practice implications: We suggest a more patient-centered way of communication to increase patients' participation and to meet patients' needs for information. © 2011.
Original language | English |
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Pages (from-to) | 417-422 |
Number of pages | 6 |
Journal | Patient Education and Counseling |
Volume | 83 |
Issue number | 3 |
DOIs | |
Publication status | Published - 1-Jun-2011 |
Externally published | Yes |
Keywords
- Communication
- Community pharmacy
- Counseling
- First prescription
- Observation
- Patient centered
- Scoring
- adult
- aged
- article
- checklist
- computer program
- controlled study
- female
- human
- human relation
- long term care
- major clinical study
- male
- needs assessment
- open-ended questionnaire
- patient information
- patient satisfaction
- pharmacy
- pharmacy technician
- prescription
- priority journal
- scoring system
- verbal communication