Koster Ellen S, van Meeteren Marijke M, van Dijk Marloes, van de Bemt Bart J F, Ensing Hendrikus T, Bouvy Marcel L, Blom Lyda, van Dijk Liset
Division of Pharmacoepidemiology and Clinical Pharmacology, Utrecht University, Utrecht, The Netherlands.
Division of Pharmacoepidemiology and Clinical Pharmacology, Utrecht University, Utrecht, The Netherlands.
Patient Educ Couns. 2015 Jul;98(7):843-8. doi: 10.1016/j.pec.2015.03.007. Epub 2015 Mar 17.
To describe communication between pharmacy staff and patients at the counter in outpatient pharmacies. Both content and communication style were investigated.
Pharmaceutical encounters in three outpatient pharmacies in the Netherlands were video-recorded. Videos were analyzed based on an observation protocol for the following information: content of encounter, initiator of a theme and pharmacy staff's communication style.
In total, 119 encounters were recorded which concerned 42 first prescriptions, 16 first refill prescriptions and 61 follow-up refill prescriptions. During all encounters, discussion was mostly initiated by pharmacy staff (85%). In first prescription encounters topics most frequently discussed included instructions for use (83%) and dosage instructions (95%). In first refill encounters, patient experiences such as adverse effects (44%) and beneficial effects (38%) were regularly discussed in contrast to follow-up refills (7% and 5%). Patients' opinion on medication was hardly discussed.
Pharmacy staff in outpatient pharmacies generally provide practical information, less frequently they discuss patients' experiences and seldom discuss patients' perceptions and preferences about prescribed medication.
This study shows there is room for improvement, as communication is still not according to professional guidelines. To implement professional guidelines successfully, it is necessary to identify underlying reasons for not following the guidelines.
描述门诊药房柜台处药剂人员与患者之间的沟通情况。对沟通内容和沟通方式均进行了调查。
对荷兰三家门诊药房的配药过程进行了视频记录。根据观察方案对视频进行分析，以获取以下信息：配药过程的内容、主题发起者以及药剂人员的沟通方式。
共记录了119次配药过程，其中涉及42张首次处方、16张首次续方和61张后续续方。在所有配药过程中，讨论大多由药剂人员发起（85%）。在首次处方配药过程中，最常讨论的话题包括用法说明（83%）和剂量说明（95%）。在首次续方配药过程中，会经常讨论患者的用药体验，如不良反应（44%）和有益效果（38%），而在后续续方中这一比例分别为7%和5%。几乎不讨论患者对药物的看法。
门诊药房的药剂人员通常提供实用信息，较少讨论患者的用药体验，很少讨论患者对所开药物的看法和偏好。
本研究表明仍有改进空间，因为沟通仍未遵循专业指南。要成功实施专业指南，有必要找出不遵循指南的潜在原因。
