title: Communication with patients who are dispensed a first prescription of chronic medication in the community pharmacy.
abstract: OBJECTIVE
  To analyze information and communication in the community pharmacy when patients collect a first dispensing for chronic medication.
  
  
  METHODS
  In 3 pharmacies in the South-West of the Netherlands, counter-based communication with patients receiving a first dispensing for chronic medication was observed and audiotaped. Each contact was analyzed by two observers using an observation checklist. An 11-item questionnaire was given to the patients.
  
  
  RESULTS
  72 Patients were included. Only pharmacy technicians provided information. Average contact lasted approximately 2min. A computer checklist to support information giving was closely followed. Interactions were structured with introduction and closure. Mostly, information was given without exploring needs of the patient. Questioning showed open-ended questions (26%); check-questions and questions asking feedback (57%). A mean general score given was 5.8 (range 1-9). Of 46 responders who filled in a questionnaire, the majority felt that information was useful, clear and understandable.
  
  
  CONCLUSIONS
  Our results show a concise and efficient way of information giving, closely related to a computer checklist. Technicians dominate the interaction. They ask few questions. Patients are satisfied about provided information and the contact.
  
  
  CONCLUSIONS
  We suggest a more patient-centered way of communication to increase patients' participation and to meet patients' needs for information.
authors.affiliation: Division Pharmacoepidemiology & Clinical Pharmacology, Utrecht University, Utrecht, The Netherlands. r.p.vanhulten@uu.nl
authors.forename: Rolf
authors.initials: R
authors.lastname: van Hulten
authors.forename: Lyda
authors.initials: L
authors.lastname: Blom
authors.forename: Johan
authors.initials: J
authors.lastname: Mattheusens
authors.forename: Majanne
authors.initials: M
authors.lastname: Wolters
authors.forename: Marcel
authors.initials: M
authors.lastname: Bouvy
mesh_terms: D000328:Adult; D000368:Aged; D002908:Chronic Disease / Q000188:drug therapy; D003142:Communication; D003157:Community Pharmacy Services / Q000706:statistics & numerical data; D011307:Drug Prescriptions; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D009426:Netherlands; D010353:Patient Education as Topic / Q000379:methods*; D011795:Surveys and Questionnaires