Communication skills-based training about medication switch encounters: mixed-method study on pharmacy staff and patients’ experiences

Abstract

Background. Non-medical medication switches can lead to difficult conversations. To support pharmacy staff, a communication training has been developed based on two strategies: (1) 'positive message framing' to emphasize positive elements of the message and (2) 'breaking bad news model' to break the news immediately and address emotions. Aim. To assess how patients and trained pharmacy staff experience the application of communication strategies for non-medical medication switch conversations and which are barriers and facilitators for the application. Method. The Kirkpatrick training evaluation model (level 3 (‘behavior’, including barriers and facilitators) and 4 (‘results’) was used. Trained pharmacy staff registered conversation characteristics and asked patients to fill in a questionnaire. Semi-structured interviews with trained participants were conducted. Quantitative data were analyzed using descriptive statistics and interview data was analyzed thematically. Results. Of the 39 trained participants, 21 registered characteristics of 71 conversations, 31 patients filled in questionnaires, and 13 trained participants were interviewed. Level 3: participants self-reported they applied (aspects of) the strategies, though indicated this was not (yet) a standard process. Interviewees indicated signs of increased patient contact and job satisfaction. Time, face-to-face conversations, colleague support, and patient cooperation were facilitators. Level 4: participants were satisfied with most conversations (89%) post-training, particularly with addressing emotions (74%). Patients were (very) positive (77%) about the communication, particularly about clear explanations about the switch. Conclusion. Pharmacy staff’s learned behavior includes being able to apply aspects of the strategies. The training results show first signs of better patient-pharmacy staff relationships and increased job satisfaction.