Investigating strategies used by hospital pharmacists to effectively communicate with patients during medication counselling
Health Expectations, 2017•Wiley Online Library
Background Medication counselling opportunities are key times for pharmacists and patients
to discuss medications and patients' concerns about their therapy. Communication
Accommodation Theory (CAT) describes behavioural, motivational and emotional processes
underlying communication exchanges. Five CAT strategies (approximation, interpretability,
discourse management, emotional expression and interpersonal control) permit
identification of effective communication. Objective To invoke CAT to investigate …
to discuss medications and patients' concerns about their therapy. Communication
Accommodation Theory (CAT) describes behavioural, motivational and emotional processes
underlying communication exchanges. Five CAT strategies (approximation, interpretability,
discourse management, emotional expression and interpersonal control) permit
identification of effective communication. Objective To invoke CAT to investigate …
Background
Medication counselling opportunities are key times for pharmacists and patients to discuss medications and patients’ concerns about their therapy. Communication Accommodation Theory (CAT) describes behavioural, motivational and emotional processes underlying communication exchanges. Five CAT strategies (approximation, interpretability, discourse management, emotional expression and interpersonal control) permit identification of effective communication.
Objective
To invoke CAT to investigate communication strategies used by hospital pharmacists during patient medication counselling.
Design
This was a theory‐based, qualitative study using transcribed audiorecordings of patients and hospital pharmacists engaged in medication counselling.
Setting and participants
Recruited pharmacists practised in inpatient or outpatient settings. Eligible patients within participating pharmacists’ practice sites were prescribed at least three medications to manage chronic disease(s).
Main outcome measures
The extent to which pharmacists accommodate, or not, to patients’ conversational needs based on accommodative behaviour described within CAT strategies.
Results
Twelve pharmacists engaged four patients (48 total interactions). Exemplars provided robust examples of pharmacists effectively accommodating or meeting patients’ conversational needs. Non‐accommodation mainly occurred when pharmacists spoke too quickly, used terms not understood by patients and did not include patients in the agenda‐setting phase. Multiple strategy use resulted in communication patterns such as “information‐reassurance‐rationale” sandwiches.
Discussion and conclusions
Most pharmacists effectively employed all five CAT strategies to engage patients in discussions. Pharmacists’ communication could be improved at the initial agenda‐setting phase by asking open‐ended questions to invite patients’ input and allow patients to identify any medication‐related concerns or issues.
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