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Correia AR, Costa M, Monteiro J, Cavaco P, Falcão F, Cavaco AM. Clinical Communication Within Hospital Pharmacy Practice: Exploring Pharmaceutical Oncological Consultations. HEALTH COMMUNICATION 2023; 38:480-489. [PMID: 34289767 DOI: 10.1080/10410236.2021.1956069] [Citation(s) in RCA: 2] [Impact Index Per Article: 2.0] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 06/13/2023]
Abstract
This exploratory study aimed to identify communication trends typical of pharmacists' clinical communication in the context of hospital consultations. A cross-sectional design was used to investigate the pharmacist-patient exchange, applying the Roter Interaction Analysis System (RIAS). Communication variables and RIAS composites were assessed, including therapeutic information complexity, estimated through the ad-hoc score CTICS (Cancer Therapy Information Complexity Score). The study comprised 13 consultations of cancer patients with one female pharmacist, of which 6 included a patient family member, lasting on average 22.74 minutes and presenting repeated or overlapping consultation phases. The pharmacist's talk dominance reached 53.49%, slightly higher in dyadic consultations (U = 6.0, p = .032), and with an overall predominance of closed-ended questioning (W = 81.0, p = .013). Patients' questioning on biomedical issues was higher in dyadic consultations. The level of the pharmacist's rapport-building with the relative was higher when the patient's age was ≥80 years. Several strong correlations, both positive and negative, were found between composites, including between patient positive rapport-building and relative lifestyle/psychosocial information giving (Rho = -0.971, p = .001). Pharmaceutical consultations seem to be lengthier than other hospital practitioners' interviews, indicating a lack of clear organization and flow, thus challenging their efficiency regarding therapy management. Still, several positive communication features were found regarding the pharmaceutical care of older cancer patients. Further studies are needed, involving larger samples and other hospital consultation settings.
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Affiliation(s)
| | | | | | - Patrícia Cavaco
- Pharmacy Department, Hospital de S. Francisco Xavier, Centro Hospitalar de Lisboa Ocidental EPE
| | - Fátima Falcão
- Faculty of Pharmacy, University of Lisbon
- Pharmacy Department, Hospital de S. Francisco Xavier, Centro Hospitalar de Lisboa Ocidental EPE
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de Souza EV, Vieira LJSC, dos Santos SNP, Cerqueira-Santos S, Rocha KSS, de Oliveira Santos Silva R, de Lyra Jr DP. Evaluation of pharmacist's practices regarding the antimicrobials dispensing: a simulated patient study. BMC Health Serv Res 2022; 22:1576. [PMID: 36564839 PMCID: PMC9788868 DOI: 10.1186/s12913-022-08853-y] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/23/2022] [Accepted: 11/17/2022] [Indexed: 12/24/2022] Open
Abstract
BACKGROUND The indiscriminate use of antimicrobials is considered a major contributing factor to the increase in antimicrobial resistance. Community pharmacies are the main source of access to antimicrobials, and pharmacists are in a strategic position to promote rational use of these medicines. Therefore, it is important to know dispensing service quality. OBJECTIVE To evaluate the behavior of pharmacists in dispensing antimicrobials in community pharmacies in northeast Brazil. METHODS This cross-sectional pilot study was conducted from August to October 2021 in a private community pharmacy chain in Sergipe. Dispensing was evaluated using the simulated patient (SP) technique. Two SP asked the pharmacists for the antimicrobials (case clinic 1: upper respiratory infection; case clinic 2: urinary tract infection) and recorded the service through audio. Dispensing practices were independently analyzed by two researchers based on the tools available in the literature. Data were presented using descriptive statistics. RESULTS A total of 54 simulated patient visits were conducted. Based on the 12 steps recommended by the research team for good dispensing, pharmacists asked an average of 1 (±1.17) question for upper respiratory infections and 0.3 (±0.54) for urinary tract infections, as well as provided counseling (mean number of recommendations, 2.6 (±1.44) and 4.5 (±2.35), respectively). As for communication skills, pharmacists had a regular score (3.07 ± 0.34). Furthermore, there was no significant difference in the number of steps and counseling recommendations by pharmacists in dispensing clinical cases 1 and 2 (p = 0.0674). CONCLUSION The quality of antimicrobial dispensing was evaluated as suboptimal, requiring improvements in practice and multifaceted strategies to promote continuing education of these professionals. In addition, awareness actions for the population must be implemented to promote the rational use of antimicrobials and reduce microbial resistance.
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Affiliation(s)
- Elindayane Vieira de Souza
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
| | - Lara Joana Santos Caxico Vieira
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
| | - Sylmara Nayara Pereira dos Santos
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
| | - Sabrina Cerqueira-Santos
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
| | - Kérilin Stancine Santos Rocha
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
| | - Rafaella de Oliveira Santos Silva
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
| | - Divaldo Pereira de Lyra Jr
- grid.411252.10000 0001 2285 6801Laboratory of Teaching and Research in Social Pharmacy (LEPFS), Department of Pharmacy, Federal University of Sergipe, Avenue Marechal Rondon, Jd. Rosa Elze, São Cristóvão, Sergipe State 49100-000 Brazil
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Effects of Demographic Characteristics and Consumer Behavior in the selection of Retail Pharmacies and Over-the-Counter Medicine. EUROPEAN PHARMACEUTICAL JOURNAL 2022. [DOI: 10.2478/afpuc-2021-0017] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/20/2022] Open
Abstract
Abstract
Aim
The study aimed to provide new insights into consumer behaviour by identifying the key demographic factors that influence the choice of pharmacy and over-the-counter (OTC) medicine.
Materials and Methods
A cross-sectional study was conducted in an urban area (Thessaloniki, Greece), surveying a convenience sample of 314 consumers with a structured questionnaire. Data analysis was conducted using the chi-square test, one-way analyses of variance (ANOVAs) and Spearman's rho correlation coefficient.
Results
Respondents with a lower educational level and retired consumers tended to make their purchases in a single pharmacy (p < 0.001). Older participants were more likely to consider the pharmacy staff and additional services to be important factors (p < 0.01). Students were the only group to prefer a formal relationship with the pharmacy staff (p < 0.001). Participants with a lower educational level tended to know exactly what they would buy (p < 0.05), whereas women made more unscheduled purchases of OTCs (p < 0.05). Respondents with a higher income assigned more importance to the product's country of origin (p < 0.05) and manufacturing company (p < 0.01) and less importance to the pharmacist's opinion than those of a lower income (p < 0.05).
Conclusions
The educational level, occupation and age of consumers have a marked effect in their selection of pharmacy, and along with gender and personal income, in their choice of OTC medicine. Our findings yield implications for the management of community pharmacies.
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Alsubaie S, Grant D, Donyai P. The utility of Conversation Analysis versus Roter's Interaction Analysis System for studying communication in pharmacy settings: a scoping review. INTERNATIONAL JOURNAL OF PHARMACY PRACTICE 2021; 30:17-27. [PMID: 34741506 DOI: 10.1093/ijpp/riab068] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/23/2021] [Accepted: 09/22/2021] [Indexed: 11/13/2022]
Abstract
OBJECTIVES To compare the usefulness of the Roter Interaction Analysis System with Conversation Analysis (CA) for studying dynamic patient-pharmacist interactions within pharmacy practice. A scoping review was undertaken to identify all studies using Roter's method or CA to investigate patient-pharmacist interactions. The studies were then compared and contrasted for their methodological advantages and disadvantages. KEY FINDINGS In total, 31 studies met the inclusion criteria. Roter's method is effective in briefly describing patient-pharmacist interactions and can be used to measure the effect of training courses without consuming too much time. CA, although a time-consuming undertaking, looks at very specific features and the sequence of conversations including the dynamics of two-way interactions and can therefore be used to identify the source of conflict or misunderstandings. A flowchart showing the usefulness of both methods is suggested to help other researchers select the appropriate method(s) for their own research. SUMMARY Although both methods are effective for investigating patient-pharmacist interactions independently, using them sequentially could enable researchers to firstly identify how to make improvements (via CA), design relevant training and then investigate the impact of such training (via Roter's method) to enrich communications research.
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Affiliation(s)
- Sarah Alsubaie
- School of Pharmacy, University of Reading, Whiteknights Campus, Reading, UK
| | - Daniel Grant
- School of Pharmacy, University of Reading, Whiteknights Campus, Reading, UK
| | - Parastou Donyai
- School of Pharmacy, University of Reading, Whiteknights Campus, Reading, UK
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Qudah B, Thakur T, Chewning B. Factors influencing patient participation in medication counseling at the community pharmacy: A systematic review. Res Social Adm Pharm 2021; 17:1863-1876. [PMID: 33766505 DOI: 10.1016/j.sapharm.2021.03.005] [Citation(s) in RCA: 13] [Impact Index Per Article: 4.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 10/06/2020] [Revised: 03/07/2021] [Accepted: 03/08/2021] [Indexed: 10/21/2022]
Abstract
BACKGROUND Findings document that patient participation in pharmacy encounters is associated with favorable outcomes. However, there is a need to understand factors that may enhance or hinder patient engagement and pharmacist counseling behaviors during their medication discussions. This review aims to: (1) identify barriers and facilitators for patient engagement in pharmacy consultations, (2) explore the relationship between patient factors (such as demographics and communication behavior) and subsequent pharmacist counseling behavior. METHODS A systematic review of literature using PRISMA guidelines examined studies published in English addressing influences on patient participation and the relationship between patient factors and pharmacist counseling behavior. Four databases were used - PubMed, CINAHL, PsycINFO, and Scopus. Findings were framed thematically within the constructs of Street's Linguistic Model of Patient Participation in Care (LM). FINDINGS Fifty studies from 1983 to 2019, including 37 using self-reported data, were identified. Patient involvement in patient-pharmacist communication was influenced by enabling factors such as patient knowledge, communication skills, and pharmacy environment. Predisposing factors for participation ranged from patients' beliefs and past experiences to demographic characteristics such as gender and age. Pharmacists' participative behavior with patients was positively associated with patients' engagement and perceived patient cues in the conversation. CONCLUSION This systematic review identified predictors of patients' engagement in pharmacy encounters drawing on LM framework. Various predisposing factors, enabling factors, and pharmacist' responses impacted patients' willingness to actively participate in medication counseling at community pharmacies. Equally important, studies documented considerable impact by patients on pharmacists' counseling behavior. Pharmacy encounters should no longer be viewed as controlled simply by pharmacists' expertise and agendas. Patient characteristics and factors such as patient question-asking and expectations also appear to be associated with and influence patient-pharmacist interpersonal communication. Additional research needs to address the identified facilitators and barriers to enhance patient participation and pharmacist counseling behavior.
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Affiliation(s)
- Bonyan Qudah
- Department of Social and Administrative Sciences, School of Pharmacy, University of Wisconsin, Madison, 777 Highland Ave., Madison, WI, 53705, USA.
| | - Tanvee Thakur
- Research Triangle Institute, 3005 Boardwalk Drive, Suite 105, Ann Arbor, MI, 48108, USA
| | - Betty Chewning
- Department of Social and Administrative Sciences, School of Pharmacy, University of Wisconsin, Madison, 777 Highland Ave., Madison, WI, 53705, USA
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Abekah-Nkrumah G, Yaa Antwi M, Braimah SM, Ofori CG. Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana. INTERNATIONAL JOURNAL OF PHARMACEUTICAL AND HEALTHCARE MARKETING 2020. [DOI: 10.1108/ijphm-09-2019-0064] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
This paper aims to examine the effect of customer relationship management (CRM) on patient satisfaction and patient loyalty, controlling for other socio-demographic characteristics.
Design/methodology/approach
The study used a two-stage sampling process and structured questionnaires to collect data from 788 patients from three health facilities (public, quasi-public and private) in Greater Accra, Ghana. The data collected was analyzed using descriptive statistics and regression via the partial least squares-based structural equation model.
Findings
The results suggest that CRM is significantly positively correlated with patient satisfaction and patient loyalty, with patient satisfaction also significantly correlated with patient loyalty. Additionally, the results suggest that the introduction of education, health facility ownership, health insurance status and gender, neither impact significantly on the relationship between CRM and patient satisfaction/patient loyalty nor influenced patient satisfaction and patient loyalty directly.
Research limitations/implications
The findings of the current paper can have substantial practice implications for operators in the health-care industry in Ghana. CRM components such as service quality, customer service, communication and the use of appropriate technology to deliver service will be fundamental if organizations operating in the health-care ecosystem in Ghana are to be able to compete effectively.
Originality/value
This is one of the very few papers on the relationship between CRM and patient satisfaction and patient loyalty in African health-care literature. Thus, the findings of the paper can constitute a great resource not only to academics but also to practitioners who are looking to be competitive in the health-care market.
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Yimer YS, Mohammed SA, Hailu AD. Patient-Pharmacist Interaction in Ethiopia: Systematic Review of Barriers to Communication. Patient Prefer Adherence 2020; 14:1295-1305. [PMID: 32801660 PMCID: PMC7395823 DOI: 10.2147/ppa.s258914] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Received: 04/19/2020] [Accepted: 06/26/2020] [Indexed: 12/17/2022] Open
Abstract
Despite the fact that pharmaceutical care has been expanding simultaneously with the increasing role of pharmacists and the number of prescriptions dispensed, the extended role of community pharmacists is largely confined to the dispensing of medications. This advancement in pharmacy services demands competent pharmacists and patient-centered communication. The objective of this review was to explore the barriers to patient-pharmacy interaction. Relevant kinds of literature were searched from Google Scholar, PubMed, Hinari, We of Science, Scopus, and Science Direct. A total of 3025 kinds of literature were searched. After excluding redundant and irrelevant literature, 13 kinds of literature were reviewed. Lack of adequate knowledge of drugs, lack of updated drug information, work experience, poor job satisfaction, lack of good communication skills, shortage of time, and clearness of pharmacist's voice and tone were barriers to communication from the side of pharmacy professionals. Factors like not wanting to talk much, bad attitude toward the pharmacy, being in a rush to leave, lack of willingness, language and educational status of the patient were patients' communication obstacles while high patient load, the suitability of dispensing area, and waiting time for service were associated challenges for patient-centered communication faced by health facilities. Barriers to patient-pharmacist interactions were related to patients, pharmacy professionals, and health institutions. These factors are not independent and the presence of one factor may trigger others and further compromise the patient-pharmacist interaction and result in poor medication outcomes.
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Affiliation(s)
- Yohannes Shumet Yimer
- Department of Pharmacy, College of Medicine and Health Science, Debre Tabor University, Debre Tabor, Ethiopia
| | - Solomon Ahmed Mohammed
- Department of Pharmacy, College of Medicine and Health Science, Wollo University, Dessie, Ethiopia
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Tetteh EK. Reducing avoidable medication-related harm: What will it take? Res Social Adm Pharm 2019; 15:827-840. [PMID: 30981449 DOI: 10.1016/j.sapharm.2019.04.002] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/16/2018] [Revised: 04/02/2019] [Accepted: 04/02/2019] [Indexed: 10/27/2022]
Abstract
Consumption of quality-assured medicines is expected to maintain or improve population health. Yet in a number of situations, what is realized is lower health benefits or magnified safety risks. Recognizing the public health implications of safety risks or medication-related harm, and that some types of harm are avoidable, the World Health Organization has initiated the third Global Patient Safety challenge on Medication Safety. Under the term "Medication Without Harm", this Challenge aims to assess the scope and nature of avoidable medication-related harm, create a framework for intervention and develop national guidance and tools to support safer medication use. The global target under the Challenge is to reduce the level of severe avoidable medication-related harm by 50% over a five-year period or within the next five years. Given a higher morbidity and mortality due to medication-related harm in low-income countries, this paper evaluates what needs to be done in low-income countries in order to achieve the global target. The ideal solution advocated requires that health planners in each low-income country determine what fraction of safety risks or harm can be prevented; and the relationship between number or frequency of avoidable harm or safety risks and the resource costs of treatment or prevention. In the absence of such information, this paper discusses a number of prevention strategies that might help; arguing that the period over which avoidable medication-related harm can be reduced by 50% will depend on whether significant continuous investments in health-system strengthening are made prior to and within that period.
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Affiliation(s)
- Ebenezer Kwabena Tetteh
- Department of Pharmacy Practice & Clinical Pharmacy, School of Pharmacy, College of Health Sciences, University of Ghana, Legon, Accra, Ghana.
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Jacob SA, Larter J, Blair A, Boyter AC. Using forum theatre to teach communication skills within an undergraduate pharmacy curriculum: A qualitative evaluation of students' feedback. CURRENTS IN PHARMACY TEACHING & LEARNING 2019; 11:373-381. [PMID: 31040013 DOI: 10.1016/j.cptl.2019.01.015] [Citation(s) in RCA: 5] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Subscribe] [Scholar Register] [Received: 07/05/2018] [Revised: 10/15/2018] [Accepted: 01/20/2019] [Indexed: 06/09/2023]
Abstract
BACKGROUND AND PURPOSE Pharmacists need to learn communication styles which adopt a more consultative model. The objectives of this paper are to describe the use of forum theatre facilitated by actors to teach communication skills to pharmacy students and to highlight perceptions of the workshops. EDUCATIONAL ACTIVITY AND SETTING During the actor-led forum theatre, students redirected scenes depicting pharmacist-patient consultations. Students also learned about their own communication styles and role-played consultations and interview situations with actors. Pharmacy undergraduate students enrolled in years 2, 3, and 4 answered open-ended questions online at the end of workshops. All responses were coded to identify themes. FINDINGS Five themes emerged from 752 comments: (1) workshops were useful in facilitating communication skills development, (2) workshops encouraged reflection, (3) appreciation of feedback provided, (4) the live, interactive nature of the workshop enhanced learning, and (5) suggestions for improvement. There were requests for more varied scenarios involving different patient groups and more opportunities to participate in the role-plays. Students also requested smaller groups, which would encourage participation from those who were reticent and allow more personal feedback. SUMMARY The use of forum theatre employing role-play, small group coaching on consultation and interview skills, and emphasizing feedback was perceived as an effective and engaging method to teach communication skills.
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Affiliation(s)
- Sabrina Anne Jacob
- Strathclyde Institute of Pharmacy and Biomedical Sciences, University of Strathclyde, 161 Cathedral St, Glasgow G4 0RE, Scotland, United Kingdom of Great Britain and Northern Ireland.
| | - James Larter
- RoleplayUK, 22 St Peters Street, Stamford Lincolnshire PE9 2PF, United Kingdom of Great Britain and Northern Ireland.
| | - Andrew Blair
- RoleplayUK, 22 St Peters Street, Stamford Lincolnshire PE9 2PF, United Kingdom of Great Britain and Northern Ireland.
| | - Anne C Boyter
- Strathclyde Institute of Pharmacy and Biomedical Sciences, University of Strathclyde, 161 Cathedral St, Glasgow G4 0RE, Scotland, United Kingdom of Great Britain and Northern Ireland.
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"Being in Control of My Asthma Myself" Patient Experience of Asthma Management: A Qualitative Interpretive Description. PHARMACY 2018; 6:pharmacy6040121. [PMID: 30445719 PMCID: PMC6306748 DOI: 10.3390/pharmacy6040121] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Abstract] [Key Words] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 09/29/2018] [Revised: 11/09/2018] [Accepted: 11/12/2018] [Indexed: 12/22/2022] Open
Abstract
Asthma control can be achieved with effective and safe medication use; however, many patients are not controlled. Patients’ perceptions of asthma, asthma treatment, and pharmacist roles can impact patient outcomes. The purpose of this study was to explore patients’ experiences and patient–pharmacist relationships in asthma care. Qualitative Interpretive Description method guided the study. Semi-structured individual interviews were conducted with 11 patients recruited from personal contacts, pharmacies, and asthma clinics. Categories and themes were identified using inductive constant comparison. Themes indicated patients had a personalized common sense approach to asthma management, “go-to” health care provider, and prioritized patient–pharmacist relationships. Patients described their illness experiences and asthma control based on personal markers similar to the common sense model of self-regulation. Patients chose a family physician, asthma specialist, respiratory therapist, or pharmacist as an expert resource for asthma management. Patient perceived pharmacists’ roles as information provider, adviser, or care provider. Pharmacists who develop a collaborative relationship with their asthma patients are better positioned to provide tailored education and self-management support. Inviting patients to share their perspective could increase patient engagement and uptake of personalised asthma action plans to achieve asthma control.
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Vitor C, Cavaco A. Community pharmacists' attitudes towards patient leaflets: Exploring perceptions underlying an electronic local production of tailored written information. AIMS Public Health 2018; 5:189-202. [PMID: 30094280 PMCID: PMC6079051 DOI: 10.3934/publichealth.2018.2.189] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/23/2018] [Accepted: 06/19/2018] [Indexed: 11/18/2022] Open
Abstract
Introduction Low health literacy in Portugal, revealed by limited patients' knowledge of their medication, may be improved by written information that is individually tailored for each patient. Tailored content can be produced through computer software and delivered by community pharmacies to patients. Objective To assess community pharmacists' real-life management, usage and perceived utility of software developed to produce individually tailored patient leaflets at community pharmacies. Methods The software contained five different pharmacist-selected clinical information fields which allows for the adjustment of information to each patient's information needs. Using an exploratory study design, community pharmacists' perceptions were purposively selected and qualitatively assessed. Interviews were recorded, transcribed verbatim and iteratively coded using a thematic approach outlined by attitudinal theory. Results Eight participants took part in the study. Emerging codes led to the construction of two main themes: Current PLs usage in Portuguese community pharmacy; and Tailored PLs usage in Portuguese community pharmacy. Pharmacists exhibited a generally positive attitude concerning the relevance and use of patient leaflets to address individual patient's information needs, including an improvement in health literacy. The model was considered effective, functional, satisfying and user-friendly. Conclusion Although additional studies are needed, the introduction of a leaflet-tailoring software in Portuguese community pharmacies seems to be feasible as an additional resource to improve the quality of patient information and counselling. The next research steps should address the impact on patients' medicines-related information, including the level to which patients are able to correctly interpret the information and to adjust accordingly their health behaviours. Practice implications The software fits present community pharmacy practice and routines, bringing advantages to pharmacists' willingness to deliver meaningful written information to patients, thus contributing to improved patient health literacy.
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Affiliation(s)
- Catarina Vitor
- Department of Social Pharmacy, Faculty of Pharmacy, University of Lisbon, Lisbon, Portugal
| | - Afonso Cavaco
- Department of Social Pharmacy, Faculty of Pharmacy, University of Lisbon, Lisbon, Portugal
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Scarabelin A, Santana Dosea A, Aguiar PM, Storpirtis S. Pharmacist-Patient Communication in Prostate Cancer as a Strategy to Humanize Health Care: A Qualitative Study. J Patient Exp 2018; 6:150-156. [PMID: 31218261 PMCID: PMC6558941 DOI: 10.1177/2374373518786508] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 01/04/2023] Open
Abstract
Background: Pharmacists require effective communication skills to enhance involvement in patient care. Nevertheless, there are few qualitative studies exploring “how” pharmacist–patient communication occurs and none targets patients with cancer. Objective: To describe the perceptions of outpatients with prostate cancer regarding the communication process during clinical pharmacy service in a community pharmacy. Methods: A qualitative study was performed from semistructured interviews with 10 patients. These interviews were audiotape-recorded and transcribed comprehensively, and the data were analyzed using content analysis. The validation of the categories and registration units was made by 2 independent authors and reviewed by a third author. Results: Three categories were established from the content analysis (general perceptions of the pharmacist–patient communication, potentialities of effective communication, and points for improvement). Communication is a complex process and involves, in addition to information exchange, the sharing of thoughts, desires, and fears. Our findings hold that effective communication skills by pharmacist can help patients validate their concerns, develop a trusting patient–pharmacist relationship, address drug therapy problems, and lead to better health outcomes. Conclusion: Pharmacist–patient communication is an important strategy for humanized practice. This allows the pharmacist to see beyond an individual with health problems to a human being with particularized needs.
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Affiliation(s)
- Aline Scarabelin
- Department of Pharmacy, Faculty of Pharmaceutical Sciences, University of Sao Paulo, Sao Paulo, Brazil
| | - Aline Santana Dosea
- Department of Pharmacy, Federal University of Sergipe, São Cristovao, Brazil
| | - Patricia Melo Aguiar
- Department of Pharmacy, Faculty of Pharmaceutical Sciences, University of Sao Paulo, Sao Paulo, Brazil
| | - Sílvia Storpirtis
- Department of Pharmacy, Faculty of Pharmaceutical Sciences, University of Sao Paulo, Sao Paulo, Brazil
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Guhl D, Blankart KE, Stargardt T. Service quality and perceived customer value in community pharmacies. Health Serv Manage Res 2018; 32:36-48. [PMID: 29614888 DOI: 10.1177/0951484818761730] [Citation(s) in RCA: 13] [Impact Index Per Article: 2.2] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.
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Affiliation(s)
- Dennis Guhl
- Hamburg Center for Health Economics, Universität Hamburg, Hamburg, Germany
| | | | - Tom Stargardt
- Hamburg Center for Health Economics, Universität Hamburg, Hamburg, Germany
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Kevrekidis DP, Minarikova D, Markos A, Malovecka I, Minarik P. Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines. Saudi Pharm J 2017; 26:33-43. [PMID: 29379331 PMCID: PMC5783819 DOI: 10.1016/j.jsps.2017.11.002] [Citation(s) in RCA: 18] [Impact Index Per Article: 2.6] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/30/2017] [Accepted: 11/05/2017] [Indexed: 11/28/2022] Open
Abstract
Background Within the competitive pharmacy market environment, community pharmacies are required to develop efficient marketing strategies based on contemporary information about consumer behavior in order to attract clients and develop customer loyalty. Objectives This study aimed to investigate the consumers' preferences concerning the selection of pharmacy and over-the-counter (OTC) medicines, and to identify customer segments in relation to these preferences. Methods A cross-sectional study was conducted between February and March 2016 on a convenient quota sample of 300 participants recruited in the metropolitan area of Thessaloniki, Greece. The main instrument used for data collection was a structured questionnaire with close-ended, multiple choice questions. To identify customer segments, Two-Step cluster analysis was conducted. Results Three distinct pharmacy customer clusters emerged. Customers of the largest cluster (49%; 'convenience customers') were mostly younger consumers. They gave moderate to positive ratings to factors affecting the selection of pharmacy and OTCs; convenience, and previous experience and the pharmacist's opinion, received the highest ratings. Customers of the second cluster (35%; 'loyal customers') were mainly retired; most of them reported visiting a single pharmacy. They gave high ratings to all factors that influence pharmacy selection, especially the pharmacy's staff, and factors influencing the purchase of OTCs, particularly previous experience and the pharmacist's opinion. Customers of the smallest cluster (16%; 'convenience and price-sensitive customers') were mainly retired or unemployed with low to moderate education, and low personal income. They gave the lowest ratings to most of the examined factors; convenience among factors influencing pharmacy selection, whereas previous experience, the pharmacist's opinion and product price among those affecting the purchase of OTCs, received the highest ratings. Conclusions The community pharmacy market comprised of distinct customer segments that varied in the consumer preferences concerning the selection of pharmacy and OTCs, the evaluation of pharmaceutical services and products, and demographic characteristics.
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Affiliation(s)
- Dimitrios Phaedon Kevrekidis
- Department of Organisation and Management of Pharmacy, Faculty of Pharmacy, Comenius University in Bratislava, Odbojarov 10, SK-83232 Bratislava, Slovak Republic
| | - Daniela Minarikova
- Department of Organisation and Management of Pharmacy, Faculty of Pharmacy, Comenius University in Bratislava, Odbojarov 10, SK-83232 Bratislava, Slovak Republic
| | - Angelos Markos
- Laboratory of Mathematics and Informatics, Department of Primary Education, Democritus University of Thrace, Nea Hili, GR-68100 Alexandroupolis, Greece
| | - Ivona Malovecka
- Department of Organisation and Management of Pharmacy, Faculty of Pharmacy, Comenius University in Bratislava, Odbojarov 10, SK-83232 Bratislava, Slovak Republic
| | - Peter Minarik
- St. Elisabeth University of Health and Social Work, Palackeho 1, 811 02 Bratislava, Slovak Republic.,Department of Gastroenterology, St. Elizabeth Cancer Institute, Heydukova 10, SK-81250 Bratislava, Slovak Republic
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15
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Nitadpakorn S, Farris KB, Kittisopee T. Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach. Pharm Pract (Granada) 2017; 15:999. [PMID: 28943984 PMCID: PMC5597812 DOI: 10.18549/pharmpract.2017.03.999] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.9] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/08/2017] [Accepted: 08/22/2017] [Indexed: 11/20/2022] Open
Abstract
Background: The concept of customer engagement and devotion has been applied in various
service businesses to keep the customers with business However, a limited
number of studies were performed to examine the context of customer
engagement and devotion in pharmacy business which focus on the impact of
customer perceptions about pharmacists, perceived quality of pharmacy
structure, medication price strategy on pharmacy engagement and pharmacy
customer devotion in a pharmacy providing pharmaceutical care to the
customers. Objective: This study aimed to assess a conceptual model depicting the relationships
among customer perceptions about pharmacists, pharmacy quality structure,
medication price, customer engagement, and customer devotion. And also aimed
to assess and measure if there is a direct or indirect relationship between
these factors. Methods: A quantitative study was conducted by using self-administered questionnaires.
Two hundred and fifty three customers who regularly visited the pharmacy
were randomly recruited from a purposively selected 30 community pharmacies
in Bangkok. The survey was completed during February to April 2016. A
structural equation model (SEM) was used to assess the direct and indirect
relationships between constructs. Results: A total of 253/300 questionnaires were returned for analysis, and the
response rate was 84%. Only perceptions about pharmacist in customers
receiving professional pharmacy services was statically significant
regarding relationship with pharmacy engagement (beta=0.45). Concurrently,
the model from empirical data fit with the hypothetical model (p-value =
0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93,
Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation
(RMSEA)=0.03). Conclusion: The study confirmed the indirect positive influence of customer perceptions
about pharmacist on pharmacy customer devotion in providing pharmacy
services via pharmacy engagement It was customer perceptions about
pharmacist that influenced customer retention, positive word of mouth and
constructive advice to pharmacies, not quality of pharmacy structure and
medication price. To create a long term impact on community pharmacy
business, pharmacist is the key success factor.
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Affiliation(s)
- Sujin Nitadpakorn
- Department of Social and Administrative Pharmacy, Faculty of Pharmaceutical Sciences, Chulalongkorn University. Bangkok (Thailand).
| | - Karen B Farris
- Charles R. Walgreen III Professor of Pharmacy Administration and Professor of Social & Administrative Pharmacy. Department of Clinical Pharmacy, College of Pharmacy, University of Michigan. Ann Arbor, MI (United States).
| | - Tanattha Kittisopee
- Social and Administrative Pharmacy Department, Faculty of Pharmaceutical Sciences, Chulalongkorn University. Bangkok (Thailand).
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16
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Saramunee K, Dewsbury C, Cutler S, Mackridge AJ, Krska J. Public attitudes towards community pharmacy attributes and preferences for methods for promotion of public health services. Public Health 2017; 140:186-195. [PMID: 27481066 DOI: 10.1016/j.puhe.2016.06.024] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.9] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 05/21/2015] [Revised: 04/03/2016] [Accepted: 06/27/2016] [Indexed: 11/26/2022]
Abstract
OBJECTIVE To identify attitudes towards pharmacy characteristics and promotional methods for selected pharmacy public health services (lifestyle advice and screening for cardiovascular risk factors) among different sectors of the general public. STUDY DESIGN Cross-sectional survey, using a previously validated questionnaire. METHODS Three survey methods were used, across 15 areas of England, to maximize diversity: face-to-face; telephone; and self-completion of paper questionnaires. Responses to closed questions regarding characteristics and promotion were quantified and differences among sub-groups explored by univariate and multivariate analysis. RESULTS In total, 2661 responses were available for analysis: 2047 face-to-face; 301 telephone; and 313 paper. There were strong preferences for a pharmacy near to home or doctor's surgery and for long opening hours, particularly among employed people and non-whites. Fifty percent preferred not to use a pharmacy in a supermarket, particularly older people, the retired, those of lower education and frequent pharmacy users. Personal recommendation by health professionals or family/friends was reported as most likely to encourage uptake of pharmacy public health services, with older people and males being less likely and frequent pharmacy users more likely to perceive any promotional method as influential. Posters/leaflets were preferred over mass-media methods, with fewer than 30% perceiving the latter as potentially influential. CONCLUSION Pharmacists, pharmacy companies and service commissioners should use promotional methods favoured by potential users of pharmacy public health services and be aware of differences in attitudes when trying to reach specific population sub-groups. For personal recommendation to be successful, good inter-professional working and a pro-active approach to existing customers are needed.
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Affiliation(s)
- K Saramunee
- Social Pharmacy Research Unit, Faculty of Pharmacy, Mahasarakham University, Maha Sarakham, 44150, Thailand.
| | - C Dewsbury
- Medway School of Pharmacy, The Universities of Greenwich and Kent at Medway, Chatham, Kent, ME4 4TB, UK
| | - S Cutler
- School of Pharmacy and Biomolecular Sciences, Liverpool John Moores University, Liverpool, L3 3AF, UK
| | - A J Mackridge
- School of Pharmacy and Biomolecular Sciences, Liverpool John Moores University, Liverpool, L3 3AF, UK
| | - J Krska
- Medway School of Pharmacy, The Universities of Greenwich and Kent at Medway, Chatham, Kent, ME4 4TB, UK
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17
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Melton BL, Lai Z. Review of community pharmacy services: what is being performed, and where are the opportunities for improvement? INTEGRATED PHARMACY RESEARCH AND PRACTICE 2017; 6:79-89. [PMID: 29354554 PMCID: PMC5774328 DOI: 10.2147/iprp.s107612] [Citation(s) in RCA: 53] [Impact Index Per Article: 7.6] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/23/2022] Open
Abstract
Objective The aim of this review was to assess pharmacist and pharmacy services being provided and identify opportunities to improve patient satisfaction. Methods Studies published between January 2006 and July 2016 examining patient satisfaction with pharmacy and pharmacist services, which were written in English, were identified in PubMed. Studies were excluded if they only looked at pharmacy student-provided services. Key findings A total of 50 studies were ultimately included in the review. Of these studies, 28 examined services traditionally provided by community pharmacists such as dispensing and counseling, while 16 examined a new in-person service being offered by a pharmacy, and the remaining six involved a new technology-assisted service. While study findings were generally positive for patient satisfaction of pharmacy services, several opportunities were identified for pharmacies to improve. Conclusion Overall, patient satisfaction is high across pharmacy services; however, this satisfaction is related to prior patient exposure to services and their level of expectation. Pharmacists have multiple opportunities to improve the services they provide, and there are additional services pharmacists may consider offering to expand their role within the health care system.
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Affiliation(s)
- Brittany L Melton
- Department of Pharmacy Practice, University of Kansas, Lawrence, KS, USA
| | - Zoe Lai
- Department of Pharmacy Practice, University of Kansas, Lawrence, KS, USA
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18
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How to best manage time interaction with patients? Community pharmacist workload and service provision analysis. Res Social Adm Pharm 2017; 13:133-147. [DOI: 10.1016/j.sapharm.2016.02.008] [Citation(s) in RCA: 28] [Impact Index Per Article: 4.0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 10/23/2015] [Revised: 02/18/2016] [Accepted: 02/18/2016] [Indexed: 11/23/2022]
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19
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Castaldo S, Grosso M, Mallarini E, Rindone M. The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust. Res Social Adm Pharm 2015; 12:699-712. [PMID: 27555108 DOI: 10.1016/j.sapharm.2015.10.001] [Citation(s) in RCA: 20] [Impact Index Per Article: 2.2] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 06/15/2015] [Revised: 10/08/2015] [Accepted: 10/09/2015] [Indexed: 10/22/2022]
Abstract
BACKGROUND An evolution led to community pharmacies experiencing increased competition both between themselves and with new entrants in the sector, for example, grocery retailers. Applying certain retail marketing strategies aimed at developing store loyalty may be an appropriate strategic path for pharmacies wanting to compete in this new arena. OBJECTIVES This study aimed to develop and test a two-step model to identify the determinants of store loyalty for community pharmacies in Italy. METHODS Based on the retail literature, qualitative research was conducted to identify key variables determining loyalty to community pharmacies. The model was then tested by means of a phone survey. A total of 735 usable questionnaires was collected. RESULTS The study highlights the key role of the relationship between pharmacists and their customers in the loyalty-building path; trust in pharmacists is the first driver of satisfaction and a direct and indirect (through satisfaction) driver of trust in pharmacies, which leads to store loyalty. Retail-level levers, such as the store environment, assortment, and communication, influence trust in pharmacies. CONCLUSIONS This model is a first step toward investigating loyalty-building by applying the retail management literature's concepts to the community pharmacy sector.
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Affiliation(s)
- Sandro Castaldo
- Bocconi University, SDA Bocconi School of Management, Via Bocconi 8, 20136 Milan, Italy
| | - Monica Grosso
- EMLYON Business School, 23, Avenue Guy de Collongue, CS40203, 69134 Ecully Cedex, France.
| | - Erika Mallarini
- SDA Bocconi School of Management, Via Bocconi 8, 20136 Milan, Italy
| | - Marco Rindone
- Bocconi University, Via Roetgen 1, 20136 Milan, Italy
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