Faculty of Nursing and Health Sciences, Nord University, Stjordal, Norway.
Department of Clinical and Molecular Medicine, Faculty of Medicine and Health Sciences, Norwegian University of Science and Technology (NTNU), Trondheim, Norway.
Int J Pharm Pract. 2021 Aug 11;29(4):330-335. doi: 10.1093/ijpp/riab021.
In pharmacies, communication is essential for providing information about medicine and counselling customers on the correct use of medications. Previous studies have described pharmacists experiencing language and cultural barriers in communication with foreign-language (FL) customers.
This study aimed to explore FL customer experiences and perceptions of medication information received in the pharmacy.
A qualitative method was used, including interviews in five focus groups. Study participants (N = 18) spoke Arabic or Kurdish but lived in Norway and had the experience of purchasing medicine over the counter and/or prescription medicines in a Norwegian pharmacy. A descriptive thematic content analysis was conducted.
Overall, the FL customers were satisfied with the pharmacy service. However, they were divided in their views of the pharmacy role, which could affect how they received medication information. Communication barriers were prominent, and FL customers related language and cultural barriers to negative health outcomes. Their preferences on medication information were not met. Several communication facilitators that could support medication information were mentioned: simplified prescription labels, written information, pictograms, mobile apps, interpretators and bilingual staff.
The FL pharmacy customers' experience of communication barriers and unfulfilled needs for medical information can be a threat to patient safety. To overcome the barriers and ensure the correct use of medicines, health-care personnel in pharmacies must apply an array of communication aids, adapted to the diversity in language, culture and health literacy in the heterogenous population.
在药房中，与顾客进行有效的沟通是至关重要的，因为这有助于为顾客提供药品信息并指导其正确使用药物。先前的研究已经描述了药剂师在与外语（FL）顾客进行沟通时所面临的语言和文化障碍。
本研究旨在探讨 FL 顾客对在药房获得的药物信息的体验和看法。
本研究采用定性方法，包括在五个焦点小组中进行访谈。研究参与者（N=18）会说阿拉伯语或库尔德语，但居住在挪威，并且有在挪威药房购买非处方药和/或处方药的经验。采用描述性主题内容分析法进行分析。
总体而言，FL 顾客对药房服务感到满意。然而，他们对药房的角色存在不同看法，这可能会影响他们对药物信息的接受程度。沟通障碍很明显，FL 顾客将语言和文化障碍与不良健康后果联系起来。他们对药物信息的偏好没有得到满足。提到了一些可以支持药物信息传递的沟通促进因素：简化处方标签、书面信息、象形图、移动应用程序、口译员和双语员工。
FL 药房顾客在沟通方面面临障碍，并且对医疗信息的需求未得到满足，这可能会对患者安全构成威胁。为了克服这些障碍并确保药物的正确使用，药房内的医疗保健人员必须使用各种沟通辅助工具，这些工具应根据语言、文化和健康素养的多样性进行调整，以适应异质人群的需求。
