title: Analysis of pharmacist-patient communication using the Calgary-Cambridge guide.
abstract: OBJECTIVE
  This study explored communication between pharmacists and patients through application of the Calgary-Cambridge guide [1] to appointment-based pharmacist-patient consultations and considers use of the guide in pharmacy education.
  
  
  METHODS
  Eighteen patients attending appointment-based consultations with five pharmacists were recruited to this qualitative study. Consultations were audio-recorded and observed. Transcripts were coded according to the use of skills within the guide and analysed thematically.
  
  
  RESULTS
  The results showed good use of many skills by pharmacists, particularly signposting and closing the session. Some skills were poorly represented such as listening effectively, eliciting the patient's perspective, effective use of computers and creating patient-centred consultations. A key theme of social conversation was present in the data but this skill was not defined in the guide.
  
  
  CONCLUSIONS
  The Calgary-Cambridge guide was developed for use in medical consultations but its application to pharmacist-patient consultations showed that the guide could be successfully used in pharmacy with some minor alterations.
  
  
  CONCLUSIONS
  Pharmacists may need more training to improve the use of specific communication skills including how to conduct a patient-centred consultation. The Calgary-Cambridge guide is well aligned with many aspects of pharmacist-patient consultations and could help pharmacists to improve their consultation skills.
authors.affiliation: Pharmacy Department, Milton Keynes Hospital NHS Foundation Trust, Milton Keynes, UK. nicolagreenhill@hotmail.co.uk
authors.forename: Nicola
authors.initials: N
authors.lastname: Greenhill
authors.forename: Claire
authors.initials: C
authors.lastname: Anderson
authors.forename: Anthony
authors.initials: A
authors.lastname: Avery
authors.forename: Alison
authors.initials: A
authors.lastname: Pilnick
mesh_terms: D000368:Aged; D002908:Chronic Disease / Q000188:drug therapy; D003142:Communication; D005260:Female; D017408:Guidelines as Topic; D006801:Humans; D008297:Male; D008875:Middle Aged; D010353:Patient Education as Topic / Q000379:methods; D010594:Pharmacies / Q000592:standards*; D010595:Pharmacists; D011369:Professional-Patient Relations; D036301:Qualitative Research; D012017:Referral and Consultation / Q000592:standards