1
|
Rude TA, Kelsch MP, Fingarson M, Eukel HN. Hello Operator? A Pharmacy Practice Simulation to Increase Student Confidence in Telephone Communication Skills. J Pharm Technol 2023; 39:16-22. [PMID: 36755753 PMCID: PMC9899963 DOI: 10.1177/87551225221135794] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 12/04/2022] Open
Abstract
Background: Communicating interprofessionally using the telephone is an essential skill within pharmacy practice. Student pharmacists' ability to perform this task effectively and efficiently may be hindered by generational changes, social anxiety, and very few opportunities to practice these skills. Objective: The purpose of this study was to develop and implement a simulation allowing students to practice interprofessional communication and assess the simulation's impact on students' confidence in providing pharmacy-related interventions to another health care professional via telephone. Methods: Faculty developed a simulation focused on interprofessional telephone communication. Baseline student information was collected to quantify pharmacy work experience in terms of practice setting, duration of employment, and skills. Presimulation and postsimulation surveys evaluated self-assessed telephone-related skills, attitudes, and confidence. Quantitative data were analyzed with descriptive statistics. Qualitative data were evaluated through a thematic analysis of students' reflective responses to 2 open-ended questions. Results: Of the 53 pharmacy students that participated in the simulation, 44 (83%) and 43 (81%) completed the anonymous presimulation and postsimulation surveys. Students significantly improved as reflected in the following response: "I have confidence in my ability to provide pharmacy-related interventions to another health care professional in a logical and concise manner via telephone call." Significant improvement also occurred in the ability to work independently, communicate an order change to another health care professional, justify recommendations, answer a drug information question, and discuss recommendations in a logical and concise manner. Conclusion: The simulation discussed in this article provided students an opportunity to practice interprofessional telephone communication in a low-risk environment and resulted in significant growth in confidence and skills.
Collapse
Affiliation(s)
- Tori A. Rude
- School of Pharmacy, North Dakota State
University, Fargo, ND, USA
| | | | | | - Heidi N. Eukel
- School of Pharmacy, North Dakota State
University, Fargo, ND, USA
| |
Collapse
|
2
|
Campbell C, Morris C, McBain L. Electronic transmission of prescriptions in primary care: transformation, timing and teamwork. J Prim Health Care 2021; 13:340-350. [PMID: 34937647 DOI: 10.1071/hc21050] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/21/2021] [Accepted: 11/19/2021] [Indexed: 11/23/2022] Open
Abstract
INTRODUCTION During the coronavirus disease 2019 (COVID-19) pandemic lockdown in New Zealand in March 2020, there was a rapid shift to virtual consultations in primary care. This change was supported by system adjustments to enable electronic transmission of prescriptions without a handwritten signature if they met certain security criteria. International research suggests potential for unintended consequences with such changes, so it is important to understand the effect on professional practice in New Zealand general practice and community pharmacy. AIM The purpose of this study was to undertake a preliminary exploration of the experiences of New Zealand general practitioners and community pharmacists when prescriptions are transmitted electronically directly from prescriber to pharmacy. METHODS Semi-structured interviews with a purposive sample of four pharmacists and four general practitioners gathered qualitative data about their experiences of the shift to electronic transmission of prescriptions. Participants' perceptions of effect on professional workflow, interprofessional interactions between general practitioners and pharmacists, and interactions with patients were explored. Interviews were audio-recorded, and the data analysed thematically using an inductive approach. RESULTS Four themes were identified: workflow transformation; mixed impact on interactions with patients; juggling timing and expectations; and new avenues for interprofessional communication (with some cul-de-sacs). DISCUSSION Both general practitioners and pharmacists experienced transformational changes to workflow. This was positive for general practitioners due to saved time and increased work flexibility. Pharmacists noted potential benefits but also some challenges. To fully reap teamwork benefits, more work is needed on managing the timing issues and patient expectations, and to refine the new modes of communication between health-care practitioners.
Collapse
Affiliation(s)
- Chloë Campbell
- Department of Primary Health Care and General Practice, University of Otago, Wellington, New Zealand; and Corresponding author.
| | - Caroline Morris
- Department of Primary Health Care and General Practice, University of Otago, Wellington, New Zealand
| | - Lynn McBain
- Department of Primary Health Care and General Practice, University of Otago, Wellington, New Zealand
| |
Collapse
|
3
|
Clarenne J, Gravoulet J, Chopard V, Rouge J, Lestrille A, Dupuis F, Aubert L, Malblanc S, Barbe C, Slimano F, Mongaret C. Clinical and Organizational Impacts of Medical Ordering Settings on Patient Pathway and Community Pharmacy Dispensing Process: The Prospective ORDHOSPIVILLE Study. PHARMACY (BASEL, SWITZERLAND) 2021; 10:pharmacy10010002. [PMID: 35076576 PMCID: PMC8788414 DOI: 10.3390/pharmacy10010002] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Subscribe] [Scholar Register] [Received: 11/03/2021] [Revised: 12/17/2021] [Accepted: 12/20/2021] [Indexed: 11/28/2022]
Abstract
During the dispensing process of medical orders (MOs), community pharmacists (CPs) can manage drug-related problems (DRPs) by performing pharmacist interventions (PIs). There is little evidence that the PI rate is higher with MOs from hospitals (MOHs) than ambulatory (MOAs) settings, and their impact on the patient and community pharmacy is unknown. The primary objective of this study was to compare the MOH and MOA PI rates. The secondary objective was to describe PIs and their clinical and organizational impacts on patient and community pharmacy workflow. A total of 120 CPs participated in a prospective study. Each CP included 10 MOH and 10 MOA between January and June 2020. DRP and PI description and clinical and organizational impacts between MOH and MOA were assessed and compared. We analyzed 2325 MOs. PIs were significantly more frequent in MOH than in MOA (9.7% versus 4.7%; p < 0.001). The most reported PI was the difficulty of contacting hospital prescribers (n = 45; 52.2%). MOHs were associated with a longer dispensing process time and a greater impact on patient pathway and community pharmacy workflow than MOAs. Lack of communication between hospital and primary care settings partly explains the results. Implementation of clinical pharmacy activities at patient discharge could alleviate these impacts.
Collapse
Affiliation(s)
- Justine Clarenne
- Faculty of Pharmacy, Université de Reims Champagne-Ardenne, 51 Rue Cognacq-Jay, 51100 Reims, France; (A.L.); (L.A.); (F.S.); (C.M.)
- Department of Pharmacy, CHU Reims, Rue du Général Koenig, 51100 Reims, France
- Correspondence: ; Tel.: +33-03-2691-8284
| | - Julien Gravoulet
- Faculty of Pharmacy, Université de Lorraine, 7 Avenue de la Forêt de Haye, 54500 Nancy, France; (J.G.); (F.D.)
- Pharmacie Gravoulet, 5 Rue du Haut Château, 54760 Leyr, France
| | - Virginie Chopard
- OMéDIT Grand Est, 3 Boulevard Joffre, 54000 Nancy, France; (V.C.); (J.R.)
| | - Julia Rouge
- OMéDIT Grand Est, 3 Boulevard Joffre, 54000 Nancy, France; (V.C.); (J.R.)
| | - Amélie Lestrille
- Faculty of Pharmacy, Université de Reims Champagne-Ardenne, 51 Rue Cognacq-Jay, 51100 Reims, France; (A.L.); (L.A.); (F.S.); (C.M.)
| | - François Dupuis
- Faculty of Pharmacy, Université de Lorraine, 7 Avenue de la Forêt de Haye, 54500 Nancy, France; (J.G.); (F.D.)
| | - Léa Aubert
- Faculty of Pharmacy, Université de Reims Champagne-Ardenne, 51 Rue Cognacq-Jay, 51100 Reims, France; (A.L.); (L.A.); (F.S.); (C.M.)
- Department of Pharmacy, CHU Reims, Rue du Général Koenig, 51100 Reims, France
| | - Sophie Malblanc
- Agence Régionale de Santé, 3 Boulevard Joffre, 54000 Nancy, France;
| | - Coralie Barbe
- Comité Universitaire de Ressources pour la Recherche en Santé, Pôle Santé, Université de Reims Champagne-Ardenne, 51 Rue Cognacq-Jay, 51100 Reims, France;
| | - Florian Slimano
- Faculty of Pharmacy, Université de Reims Champagne-Ardenne, 51 Rue Cognacq-Jay, 51100 Reims, France; (A.L.); (L.A.); (F.S.); (C.M.)
- Department of Pharmacy, CHU Reims, Rue du Général Koenig, 51100 Reims, France
| | - Céline Mongaret
- Faculty of Pharmacy, Université de Reims Champagne-Ardenne, 51 Rue Cognacq-Jay, 51100 Reims, France; (A.L.); (L.A.); (F.S.); (C.M.)
- Department of Pharmacy, CHU Reims, Rue du Général Koenig, 51100 Reims, France
| |
Collapse
|