Integrated Care Academy, University of Suffolk, Ipswich, United Kingdom.
School of Pharmacy, University of East Anglia, Norwich, United Kingdom.
PLoS One. 2022 Jul 14;17(7):e0268544. doi: 10.1371/journal.pone.0268544. eCollection 2022.
Improvement in practitioners' consultation skills (CSs) can be driven by patient feedback, however, to date, no study has been conducted with reference to pharmacy consultations. The Interpersonal Skills Questionnaire (ISQ) is potentially appropriate for collecting patient feedback on pharmacists' CSs. This study aims to explore the feasibility of collecting patient feedback on hospital pharmacists' CSs using the ISQ, to identify the acceptability of the feedback process, and to identify methods to enhance the process in the future.
The study was conducted in a teaching hospital, United Kingdom, between 2018 and 2019. A diverse sample of pharmacists with patient-facing roles was purposively selected. The study comprised three phases. Pharmacists collected feedback from patients following their consultation using the ISQ utilising a third person whenever possible (phase-1). Data analysis and individual report writing was conducted by a private company. Interviewing a sample of patient participants by telephone (phase-2), and interviewing pharmacists face-to-face after receiving feedback reports (phase-3). All interviews were transcribed verbatim and thematically analysed. The study received approval by the NHS Health Research Authority.
Six pharmacists were included. Of the 119 distributed ISQs, 111 were returned (response rate 93%). Patients were mostly recruited by their consulting pharmacists (72%, n = 80). All pharmacists and 14 patients were interviewed. Participants were positive about patient feedback and its role in enhancing CSs. Most did not encounter any problem with the process, however, some pharmacists struggled to find a third person. The ISQ was mostly viewed suitable to assessing pharmacy consultations. Some reports highlighted areas to improve (e.g. protecting patient's privacy).
Collecting feedback is feasible, acceptable and may enhance CSs, however, the process was associated with challenges such as finding a third person. Several measures should be considered to make the process more feasible within the hospital pharmacy setting.
从业者咨询技巧（CSs）的提高可以通过患者反馈来推动，然而，迄今为止，还没有针对药学咨询的研究。人际技能问卷（ISQ）可能适合收集患者对药剂师 CSs 的反馈。本研究旨在探讨使用 ISQ 收集医院药剂师 CSs 患者反馈的可行性，确定反馈过程的可接受性，并确定未来增强该过程的方法。
该研究于 2018 年至 2019 年在英国的一家教学医院进行。通过有目的的选择，选取了具有面向患者角色的多样化药剂师样本。该研究包括三个阶段。药剂师尽可能通过第三人在咨询后使用 ISQ 收集患者反馈（第 1 阶段）。数据分析和个人报告撰写由一家私人公司进行。通过电话采访患者参与者样本（第 2 阶段），并在收到反馈报告后与药剂师进行面对面访谈（第 3 阶段）。所有访谈均逐字转录并进行主题分析。该研究获得了 NHS 健康研究管理局的批准。
共有 6 名药剂师参与。在分发的 119 份 ISQ 中，有 111 份（回应率为 93%）被退回。患者主要由咨询药剂师招募（72%，n=80）。所有药剂师和 14 名患者都接受了采访。参与者对患者反馈及其在提高 CSs 方面的作用持积极态度。大多数人没有遇到任何过程问题，但是一些药剂师很难找到第三人。ISQ 大多被认为适合评估药房咨询。一些报告强调了需要改进的领域（例如保护患者隐私）。
收集反馈是可行的、可接受的，并且可以提高 CSs，但是该过程与寻找第三人等挑战有关。应考虑采取一些措施，使该过程在医院药房环境中更加可行。
