Pharmacists' responses to cues and concerns of polypharmacy patients during clinical medication reviews-A video observation study

Linda van Eikenhorst*, Liset van Dijk, Jasper Cords, Marcia Vervloet, Han de Gier, Katja Taxis

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review


OBJECTIVE: The research questions of this study are 1) How do pharmacists respond to negative emotions of patients during a clinical medication review (CMR)? 2) How do patients express negative emotions during a CMR? 3) Who (pharmacist or patient) initiates a negative emotion to be discussed during a CMR?

METHODS: We used video-recordings to observe 132 CMR interviews of 49 pharmacists. Videos were coded with the Verona coding definitions on emotional sequences(-provider responses) (VR-CoDES(-P)).

RESULTS: In total 2538 negative emotions were identified, mainly expressed as cues (95.0 %). Often cues were expressed as verbal hints to hidden concerns (33.2 %) or were related to cognitive or physical causes (28.3 %).Three-quarters of the negative emotions were elicited by patients. 2670 pharmacists' responses were coded. The most common response was non-explicit providing space (77.6 %) and the least common response was explicit reducing space (5.8 %).

CONCLUSION: Pharmacists are mainly non-explicitly providing space in their responses. While this hinders their ability to capture patients' problems it also may enable patients to initiate topics.

PRACTICE IMPLICATIONS: Pharmacists are able to respond to patients' negative emotions. Training should focus on developing pharmacist's skills to be more explicit in their responses to get more in-depth knowledge of patients' problems.

Original languageEnglish
Pages (from-to)930-936
Number of pages7
JournalPatient Education and Counseling
Issue number5
Early online date2-Dec-2019
Publication statusPublished - May-2020

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