Pharmacy staff-patient interactions in challenging situations: understanding the roots and ways to flourish patient-centered communication

This thesis explores how the pharmacy team can support patients in challenging situations through patient-centred information and communication. Challenging situations, such as unexpected situations like the COVID-19 pandemic or medication changes due to medication shortages or agreements with health insurers, can affect medication use. Patient characteristics that are not easily changeable, such as limited health literacy and low literacy levels, can also influence medication use. Therefore, clear information for patients and effective communication between the pharmacy team and patients are important in these situations to prevent negative consequences such as side effects, reduced drug efficacy, and hospitalizations.
Emotions, such as anger over a medication switch or uncertainty about the effectiveness of a new vaccine, often play a role in challenging situations. (Properly) dealing with emotions can lead to improved medication use, increased patient trust in their medication, and a better understanding of the importance of taking medication. Recognizing medication-related concerns of patients can also result in improved medication use. Furthermore, patient-centred information provision and communication in challenging situations can positively impact the job satisfaction of both pharmacists and pharmacy technicians.

This thesis emphasizes the importance of providing clear and appropriate information to patients, addressing patient emotions and concerns, and effective communication to enhance medication use in challenging situations. It is crucial to recognize and address emotions in pharmacy practice and education, as this can contribute to the further professionalization of the profession.