PHARMACEUTICAL CARE AND EFFECTIVE COMMUNICATION WITH CUSTOMERS
DOI:
https://doi.org/10.17770/sie2021vol4.6394Keywords:
duties and responsibilities of a pharmacist, healthcare, pharmaceutical care, pharmacist, pharmacyAbstract
Nowadays, the provision of pharmaceutical care and effective communication with customers are being discussed more often. A pharmacist is a specialist in his field with specific knowledge in the field of pharmacy. Therefore, the trust from the customer’s side and a kind, informative, and professional approach from the pharmacist’s side are very important in this case. Objective: To clarify what knowledge do the pharmacy customers have about pharmaceutical care and how satisfied they are with the pharmaceutical care services. The research was conducted using a quantitative survey, the statistical analysis of the obtained data was carried out using data processing software Microsoft Office Excel 2010, 267 respondents from various regions of Latvia were surveyed. Only 37% of respondents understand meaning of pharmaceutical care. This means that most of the customers are unaware of the duties and responsibilities of a pharmacist. Most of the respondents associate pharmaceutical care with medication dispense, consultation and good customer service. It would be necessary to inform society about pharmaceutical care and its importance in healthcare. Conclusions: The hypothesis put forward in the thesis confirms that society needs to be informed about pharmaceutical care, and pharmacist duties and responsibilities.
References
Allemann, S. S., van Mil, J. W., Botermann, L., Berger, K., Griese, N., & Hersberger, K. E. (2014). Pharmaceutical care: the PCNE definition 2013. International journal of clinical pharmacy, 36(3), 544–555. https://doi.org/10.1007/s11096-014-9933-x
Antunes, L.P., Gomes, J. J., & Cavaco, A. M. (2015). How pharmacist-patient communication determines pharmacy loyalty? Modeling relevant factors. Research in social & administrative pharmacy: RSAP, 11(4), 560–570. https://doi.org/10.1016/j.sapharm.2014.11.003
Avalere Health LLC. (2014). Exploring Pharmacists’ Role in a Changing Healthcare Environment May 2014. Retrieved from https://www.nacds.org/pdfs/comm/2014/pharmacist-role.pdf
Blouin, R. A, Adams, M. L. (2017). The Role of the Pharmacist in Health Care. Expanding and Evolving. North Carolina Medical Journal, 78(3) 165-167; DOI: https://doi.org/10.18043/ncm.78.3.165
Bourdin, A., Dubois, J., Foley, R. A., Schluep, M., Bugnon, O., & Berger, J. (2020). Satisfaction and experiences of patients taking fingolimod and involved in a pharmacy-based patient support program in Switzerland - a qualitative study. BMC health services research, 20(1), 425. https://doi.org/10.1186/s12913-020-05278-3
Bratkowska, K., Religioni, U., Krysiński, J., & Merks, P. (2020). Quality of Pharmaceutical Services in Independent Pharmacies and Pharmacy Chains in Poland from the Patient Perspective. Patient preference and adherence, 14, 2459–2467. https://doi.org/10.2147/PPA.S284014
International Pharmaceutical Federation. (2018). Annual Report 2018. Retrieved from https://www.fip.org/files/content/publications/2019/FIP-Annual-Report-2018.pdf
Latvijas Farmeceitu biedrība. (2014). Farmaceitiskās aprūpes standarti un kvalitātes indikatori, Retrieved from https://www.farmaceitubiedriba.lv/uploads/files/lfb_standarti.pdf
LR Ministru kabinets. (2010). Ministru kabineta 2010. gada 23. marta noteikumi Nr. 288 "Aptieku darbības noteikumi". Latvijas Vēstnesis, 51/52 (4243/4244), 31.03.2010. Retrieved from https://likumi.lv/ta/id/207397
LR Saeima. (1997). Farmācijas likums. Latvijas Vēstnesis, 103 (818), 24.04.1997. https://likumi.lv/ta/id/43127
Malewski, D.F., Ream, A., Gaither, C.A. (2015). Patient satisfaction with community pharmacy: Comparing urban and suburban chain-pharmacy populations, Research in Social and Administrative Pharmacy, Volume 11, Issue 1, Pages 121-128, ISSN 1551-7411. https://doi.org/10.1016/j.sapharm.2014.05.001
Melton, B. L., & Lai, Z. (2017). Review of community pharmacy services: what is being performed, and where are the opportunities for improvement? Integrated pharmacy research & practice, 6, 79–89. https://doi.org/10.2147/IPRP.S107612
Merks, P., Swieczkowski, D., & Jaguszewski, M. J. (2016). Patients' perception of pharmaceutical services available in a community pharmacy among patients living in a rural area of the United Kingdom. Pharmacy Practice (Granada), 14(3). https://dx.doi.org/10.18549/PharmPract.2016.03.774
Mináriková, D., Malovecká, I., Lehocká, Ľ., Snopková, M., & Foltán, V. (2016). The Assessment of Patient Satisfaction and Attendance of Community Pharmacies in Slovakia, European Pharmaceutical Journal, 63(2), 23-29. doi: https://doi.org/10.1515/afpuc-2016-0002
Mukattash, T. L., Bazzi, N. H., Nuseir, K. Q., Jarab, A. S., Abu-Farha, R. K., & Khdour, M. R. (2018). Pharmaceutical care in community pharmacies in Jordan: a public survey. Pharmacy practice, 16(2), 1126. https://doi.org/10.18549/PharmPract.2018.02.1126
Wolters, M., van Hulten, R., Blom, L., & Bouvy, M. L. (2017). Exploring the concept of patient centred communication for the pharmacy practice. International journal of clinical pharmacy, 39(6), 1145–1156. https://doi.org/10.1007/s11096-017-0508-5
World Health Organization. (2011) WHO Technical Report Series, No. 961. Retrieved from: https://www.who.int/medicines/areas/quality_safety/quality_assurance/FIPWHOGuidelinesGoodPharmacyPracticeTRS961Annex8
Downloads
Published
Issue
Section
How to Cite
