| Challenges to counseling customers at the pharmacy counter-Why do they exist? | |
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MedLine Citation:
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PMID: 21955809 Owner: NLM Status: Publisher |
Abstract/OtherAbstract:
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Challenges to engage pharmacy customers in medicine dialogues at the counter have been identified comprising a new and extended clinical role for pharmacists in the health care system. This article seeks to expand understanding of factors involved in successful interaction at the pharmacy counter between customers and pharmacy staff to develop their relationship further. Practical challenges to customer encounters experienced by community pharmacists are discussed using theory from the field of mainly inter-relational communication and particular studies on pharmacy communication. Preconceived expectation of customers, the type of question asked by pharmacy staff, and differences in perception of illness and medicines between staff and customers are discussed. Both staff and customer influence the outcome of attempts by pharmacy staff to engage customers in dialogue about their medicine use through a complex mechanism of interaction. It is recommended that practitioners and researchers begin to distinguish, both theoretically and practically, between the content of a conversation and the underlying relationship when exploring and further developing the therapeutic relationship between pharmacy personnel and customers. |
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Authors:
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Susanne Kaae; Janine Morgall Traulsen; Lotte Stig Nørgaard |
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Publication Detail:
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Type: JOURNAL ARTICLE Date: 2011-9-26 |
Journal Detail:
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Title: Research in social & administrative pharmacy : RSAP Volume: - ISSN: 1934-8150 ISO Abbreviation: - Publication Date: 2011 Sep |
Date Detail:
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Created Date: 2011-9-29 Completed Date: - Revised Date: - |
Medline Journal Info:
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Nlm Unique ID: 101231974 Medline TA: Res Social Adm Pharm Country: - |
Other Details:
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Languages: ENG Pagination: - Citation Subset: - |
Copyright Information:
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Copyright © 2011 Elsevier Inc. All rights reserved. |
Affiliation:
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Department of Pharmacology and Pharmacotherapy, Section for Social Pharmacy, The Faculty of Pharmaceutical Sciences, University of Copenhagen, Universitetsparken 2, 2100 Copenhagen Ø, Denmark. |
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From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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