| Exploring pharmacists' communication with customers through screening services. | |
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MedLine Citation:
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PMID: 20667677 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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OBJECTIVE: To describe pharmacist-customer communication, during blood pressure and capillary cholesterol services, in a community pharmacy setting. METHODS: Participants were purposively selected and data collected by audio-recording. The encounters' verbal content was transcribed verbatim, utterances identified, time stamped, and classified according to a coding scheme of 15 categories. Four dialogue structures were analyzed: speaker turn, interactivity, turn density and turn duration. RESULTS: Eighty-three episodes were registered (51 blood pressure, 32 cholesterol). The average blood pressure episode lasted 5:35 min, with 81.2 utterances (55.3% customers), and an interactivity rate of 7 turns/min. The average cholesterol episode took 7:05 min, with 135.3 utterances (52.7% pharmacists), and an interactivity rate of 13.3 turns/min. In both cases, pharmacists asked more questions (mainly closed ones), while customers gave more information. An increased number of speaker turns and closed questions were associated to higher systolic pressure. No correlations were identified with cholesterol values. CONCLUSION: It would seem that pharmacists tend to control the exchange and its content through closed questioning. Although talk dominance is balanced, hypertensive episodes induce a higher information search. PRACTICE IMPLICATIONS: Educational interventions, focusing on pharmacists' communication competencies, should be available to favor interaction skills resulting in a customer's augment of proactive information seeking behaviour. |
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Authors:
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Afonso M Cavaco; João Romano |
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Publication Detail:
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Type: Journal Article; Research Support, Non-U.S. Gov't Date: 2010-07-27 |
Journal Detail:
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Title: Patient education and counseling Volume: 80 ISSN: 1873-5134 ISO Abbreviation: Patient Educ Couns Publication Date: 2010 Sep |
Date Detail:
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Created Date: 2010-08-17 Completed Date: 2010-12-01 Revised Date: - |
Medline Journal Info:
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Nlm Unique ID: 8406280 Medline TA: Patient Educ Couns Country: Ireland |
Other Details:
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Languages: eng Pagination: 377-83 Citation Subset: N |
Copyright Information:
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Copyright (c) 2010 Elsevier Ireland Ltd. All rights reserved. |
Affiliation:
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Social Pharmacy Department, Faculty of Pharmacy, University of Lisbon, Av Prof Gama Pinto, Lisboa, Portugal. acavaco@ff.ul.pt |
Export Citation:
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APA/MLA Format Download EndNote Download BibTex |
| MeSH Terms | |
Descriptor/Qualifier:
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Adolescent Adult Aged Anticholesteremic Agents / therapeutic use Antihypertensive Agents / therapeutic use Blood Pressure / physiology Cholesterol / analysis Communication* Community Pharmacy Services Counseling Cross-Sectional Studies Female Humans Hypertension / drug therapy Information Seeking Behavior* Interviews as Topic Male Middle Aged Patient Education as Topic Patient Participation* Pharmacists* Portugal Professional-Patient Relations* Young Adult |
| Chemical | |
Reg. No./Substance:
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0/Anticholesteremic Agents; 0/Antihypertensive Agents; 57-88-5/Cholesterol |
From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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