TY - JOUR
T1 - Assessing Communication Behaviours of Hospital Pharmacists
T2 - How Well Do the Perspectives of Pharmacists, Patients, and an Independent Observer Align?
AU - Chevalier, Bernadette A.M.
AU - Watson, Bernadette M.
AU - Barras, Michael A.
AU - Cottrell, William Neil
N1 - Funding Information:
We gratefully acknowledge the support provided by Metro North Hospital and Health Services in the conduct of this research. The author(s) received no financial support for the research, authorship, and/or publication of this article.
Publisher Copyright:
© The Author(s) 2020.
PY - 2020/10/1
Y1 - 2020/10/1
N2 - Pharmacists need effective communication skills to provide high-quality patient care. To date, little has been published about hospital pharmacists’ communication behaviours, most is atheoretical, and has not studied patients and pharmacists as a dyad. We investigated how well pharmacists’ and patients’ perspectives of their shared conversation aligned, and how closely these perspectives matched that of an outsider (observer). We invoked communication accommodation theory using audio-recorded, semi-structured interviews, held separately with hospital patients (n = 48) and pharmacists (n = 12). Quantitative analyses indicated where patients, pharmacists, and observer perspectives aligned and occasions where they did not. With some exceptions, most pharmacists and patients held similar opinions about pharmacist communication behaviours. Observer–pharmacist discrepancies highlighted areas for further communication development using communication accommodation theory as a training tool.
AB - Pharmacists need effective communication skills to provide high-quality patient care. To date, little has been published about hospital pharmacists’ communication behaviours, most is atheoretical, and has not studied patients and pharmacists as a dyad. We investigated how well pharmacists’ and patients’ perspectives of their shared conversation aligned, and how closely these perspectives matched that of an outsider (observer). We invoked communication accommodation theory using audio-recorded, semi-structured interviews, held separately with hospital patients (n = 48) and pharmacists (n = 12). Quantitative analyses indicated where patients, pharmacists, and observer perspectives aligned and occasions where they did not. With some exceptions, most pharmacists and patients held similar opinions about pharmacist communication behaviours. Observer–pharmacist discrepancies highlighted areas for further communication development using communication accommodation theory as a training tool.
KW - communication
KW - communication accommodation theory (CAT)
KW - hospital pharmacist
KW - patient
UR - http://www.scopus.com/inward/record.url?scp=85081584858&partnerID=8YFLogxK
U2 - 10.1177/0261927X20909867
DO - 10.1177/0261927X20909867
M3 - Journal article
AN - SCOPUS:85081584858
SN - 0261-927X
VL - 39
SP - 626
EP - 652
JO - Journal of Language and Social Psychology
JF - Journal of Language and Social Psychology
IS - 5-6
ER -