Exploring pharmacist–customer communication: the established blood pressure measurement episode

Abstract

It seems that pharmacists tend to control the content of the dialogue, while customers have more influence on the visit duration and interactivity. Specific hypertensive episodes induce a higher information search. Since the closed questioning format was prevalent, it seems that open information exchange was limited, mainly serving confirmation purposes rather than having a true exploratory nature. Although talk dominance is balanced, further analysis is required to better inform these results, which would confirm the low interactivity and the reduced information-seeking behaviour showed in the counselling episodes.

How pharmacist–patient communication determines pharmacy loyalty? Modeling relevant factors

“…with or without blood sampling. 30,31,37 As expected, the mean duration of TF interviews proved to be longer (39:40 min) mainly due to medication assessment needs, usually associated with an OM to assess treatment effectiveness, 11 hence adding length to the consultation. Nevertheless, the interview extension is also needed to allow the pharmacist to explore and clarify any issues and concerns related to the medication being used.…”

“…After coding, taped consultations were classified into 2 main groups: therapeutic follow-up (TF) and outcomes measurements (OM), the last including point-of-care testing and/or intramuscular injection administration. To evaluate the structure, the Byrne & Long medical consultation model was used: this is a simple model for interview segmentation, 16 previously used in pharmacy communication research, 11,30,31 easier to use than other frameworks (e.g. Calgary-Cambridge Guide).…”

Exploring community pharmacists’ experiences of surveying patients for drug utilization research purposes

“…This may have several reasons, one of which is a perceived barrier to initiate a dialogue, in particular with patients who have taken their drugs for a long time and who are assumed to be well informed regarding their drug utilization [24][25][26]. Having to engage in a short drug specific survey interview, similar to the use of drug specific counselling models [27], may provide a way to overcome this barrier, to enhance patient participation [28] and to challenge the assumption that the experienced patient is adequately informed. However, extending the dispensing process with structured survey interviews without offering more staff resources is likely to present both methodological and other problems.…”