School of International Pharmaceutical Business, China Pharmaceutical University, No.639 Longmian Avenue, Jiangning District, Nanjing, Jiangsu, China.
N22, State Key Laboratory of Quality Research in Chinese Medicine, Institute of Chinese Medical Sciences, University of Macau, Avenida da Universidade, Taipa, Macau, China.
Eval Health Prof. 2019 Dec;42(4):422-449. doi: 10.1177/0163278717751028. Epub 2018 Feb 20.
This study aimed to identify and assess the factors that influence communication quality between clinical pharmacists and patients using a structural equation model based on the predisposing, reinforcing, and enabling constructs in educational/environmental diagnosis and evaluation-policy, regulatory, and organizational constructs in educational and ecological development model to identify the most effective path to increase their communication quality. A survey was conducted at 253 Class-A tertiary hospitals in China from March to December 2016. During on-site observations, verbal communications between clinical pharmacists ( = 752) and patients were audio recorded, and communication quality was rated by an expert panel on an 8-item Quality of Communication Rating Scale. Clinical pharmacists completed questionnaires that examined the predisposing, enabling, and reinforcing factors that influenced communication quality. Finally, AMOS was employed to examine the relationships between the three factors and communication quality. The results indicated that all three factors positively affected communication quality, with correlation coefficients of .26, .13, and .17, respectively. The most influential predisposing factor was attitude (.77), the most influential enabling factors were self-efficacy (.71) and confidence (.72), and the most influential reinforcing factor was rewards (.74). The findings suggest that pharmacists' attitudes toward, perceived knowledge of, and skill and confidence in communication, and the rewards offered by pharmacy management are the most influential factors that influence communication quality.
本研究旨在通过基于教育/环境诊断和评估-政策、监管和组织构建的教育和生态发展模型的倾向、强化和使能结构，识别和评估影响临床药师与患者沟通质量的因素，以确定增加沟通质量的最有效途径。2016 年 3 月至 12 月，在中国 253 家三级甲等医院进行了一项调查。在现场观察期间，临床药师（=752）与患者之间的口头交流被录音，由专家小组根据 8 项沟通质量评分量表对沟通质量进行评分。临床药师完成了调查问卷，调查了影响沟通质量的倾向、使能和强化因素。最后，使用 AMOS 检验了这三个因素与沟通质量之间的关系。结果表明，所有三个因素都对沟通质量有积极影响，相关系数分别为.26、.13 和.17。最具影响力的倾向因素是态度（.77），最具影响力的使能因素是自我效能感（.71）和信心（.72），最具影响力的强化因素是奖励（.74）。研究结果表明，药师对沟通的态度、对沟通的认知程度以及沟通的技能和信心，以及药房管理提供的奖励，是影响沟通质量的最具影响力的因素。
