Document Detail


Exploring pharmacist-customer communication: the established blood pressure measurement episode.
MedLine Citation:
PMID:  20652431     Owner:  NLM     Status:  MEDLINE    
Abstract/OtherAbstract:
OBJECTIVE: To characterize the communication ritual in the pharmacist-customer dyad during a blood pressure measurement and counselling episode.
SETTING: A Portuguese urban community pharmacy.
METHOD: An exploratory, cross-sectional design was used. Participants were purposively selected and data collected via audio recording, as well as demographics and clinical information via questionnaire. Encounters' verbal content was transcribed verbatim, utterances identified, time stamped, and classified according to a coding scheme of fifteen categories. All data was statistically analyzed using SPSSv17.
MAIN OUTCOME MEASURES: Four dialogue structures: speaker turn, interactivity, turn density and turn duration measurements.
RESULTS: From a total of 51 participants, 72.5% were female with a median age of 66 years. The average systolic blood pressure was 140 mmHg, while the diastolic was 78 mmHg. The blood pressure measurement episode lasted for 5:35 min, with an average of 81 utterances. From all utterances registered, 55.3% were produced by the customer. Visits averaged 38 speaker turns, with an interactivity rate of approximately 7 turns per episode minute. For pharmacists, turn duration averaged 7.0 s and turn density 2.1 utterances. The customers' turns comprised a mean of 8.0 s, with 2.4 utterances. Longer episodes were related to more speaker turns and greater customer turn density and duration, but lower dialogue interactivity. The interactivity rate was also lower when the customers' utterances increased. Pharmacists asked more questions (essentially closed ones), while the customers gave more information. No significant associations were observed between elderly/non-elderly and gender in relation to all communication variables. However, an increased number of speaker turns and closed-questions were associated to a higher systolic pressure.
CONCLUSION: It seems that pharmacists tend to control the content of the dialogue, while customers have more influence on the visit duration and interactivity. Specific hypertensive episodes induce a higher information search. Since the closed questioning format was prevalent, it seems that open information exchange was limited, mainly serving confirmation purposes rather than having a true exploratory nature. Although talk dominance is balanced, further analysis is required to better inform these results, which would confirm the low interactivity and the reduced information-seeking behaviour showed in the counselling episodes.
Authors:
Afonso Neves Cavaco; João P Romano
Publication Detail:
Type:  Journal Article     Date:  2010-07-21
Journal Detail:
Title:  Pharmacy world & science : PWS     Volume:  32     ISSN:  1573-739X     ISO Abbreviation:  Pharm World Sci     Publication Date:  2010 Oct 
Date Detail:
Created Date:  2010-10-05     Completed Date:  2011-01-27     Revised Date:  -    
Medline Journal Info:
Nlm Unique ID:  9307352     Medline TA:  Pharm World Sci     Country:  Netherlands    
Other Details:
Languages:  eng     Pagination:  601-9     Citation Subset:  IM    
Affiliation:
Faculdade de Farmácia, Universidade de Lisboa, Lisbon, Portugal. acavaco@ff.ul.pt
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MeSH Terms
Descriptor/Qualifier:
Adult
Aged
Aged, 80 and over
Blood Pressure / physiology
Blood Pressure Determination / instrumentation
Communication*
Community Pharmacy Services
Counseling
Cross-Sectional Studies
Female
Humans
Information Seeking Behavior
Interviews as Topic
Male
Middle Aged
Patient Education as Topic
Patient Participation*
Pharmacists*
Pilot Projects
Portugal
Professional-Patient Relations*
Questionnaires
Tape Recording

From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine


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