title: Analysis of pharmacist-patient communication using the Roter Method of Interaction Process Analysis System.
abstract: BACKGROUND
  Effective communication between pharmacists and patients is a crucial factor in ensuring that medications are used properly. However, few studies have examined the contents of actual on-site communications between pharmacists and patients.
  
  
  OBJECTIVE
  To identify the characteristics of and problems with routine communications between pharmacists and patients using the Roter Method of Interaction Process Analysis System (RIAS).
  
  
  METHODS
  Conversations between pharmacists and simulated patients (SPs) were recorded and transcribed. Using the RIAS technique, their utterances were classified into 42 categories, and these were further divided into 11 clusters, such as open- and closed-ended questions, and analyzed. Furthermore, the influence that the different scenarios performed by the pharmacists may have had on the structure of their communication was investigated. All of the transcripts were double-coded by two certified coders.
  
  
  RESULTS
  A total of 57 pharmacists took part in the study. The mean ratio of utterances made by SPs and pharmacists were 44% and 56%, respectively. The percentage of pharmacists' questions was more than double that of SPs' for both open- and closed-ended questions. In the influence that the different scenarios, the scenarios for patients with cancer was significantly higher ratio of utterances by the pharmacists.
  
  
  CONCLUSIONS
  Pharmacists' communications tended to focus more on information-gathering activities that concentrated on closed-ended questions and frequent counseling, or directing utterances about the medication than on considering the patient's background. On the other hand, the pharmacists did communicate in ways that matched each patient's disease. This study identified the structure of pharmacists' on-site communications, and revealed the associated characteristics and problems.
authors.affiliation: College of Pharmacy, Kinjo Gakuin University, Aichi, Japan; Graduate School of Medicine and Pharmaceutical Sciences, University of Toyama, Toyama, Japan. Electronic address: o-chika@kinjo-u.ac.jp.
authors.forename: Chika
authors.initials: C
authors.lastname: Nakayama
authors.affiliation: College of Pharmacy, Kinjo Gakuin University, Aichi, Japan.
authors.forename: Shiori
authors.initials: S
authors.lastname: Kimata
authors.affiliation: College of Pharmacy, Kinjo Gakuin University, Aichi, Japan.
authors.forename: Taeyuki
authors.initials: T
authors.lastname: Oshima
authors.affiliation: College of Pharmacy, Kinjo Gakuin University, Aichi, Japan.
authors.forename: Ayako
authors.initials: A
authors.lastname: Kato
authors.affiliation: Graduate School of Medicine and Pharmaceutical Sciences, University of Toyama, Toyama, Japan.
authors.forename: Atsumi
authors.initials: A
authors.lastname: Nitta
mesh_terms: D003142:Communication; D005260:Female; D006801:Humans; D008297:Male; D016544:Patient Simulation; D010361:Patients; D010595:Pharmacists; D011369:Professional-Patient Relations
keywords: Pharmacist-patient communication; Simulated patient; The Roter Method of Interaction Process Analysis System