Pharmacy Research Today is a free monthly online journal that collates and summarizes the latest research about Pharmacy, including details on drug stores, prescriptions, health care.

Theory-based communication skills training for medicine counter assistants to improve consultations for non-prescription medicines.

Watson MC, Cleland J, Inch J, Bond CM, Francis J

Department of General Practice and Primary Care, University of Aberdeen, Aberdeen, UK. m.c.watson@abdn.ac.uk

CONTEXT: Medicine counter assistants (MCAs) supply the majority of non-prescription medicines (NPMs) to consumers. Suboptimal communication during consultations between consumers and MCAs has been identified as a major cause of inappropriate supply. Evidence from medical consultations suggests that training in specified communication skills can change professional behaviour. METHODS: A feasibility study was conducted to evaluate the effect of theory-based communication skills training for MCAs. Thirty MCAs were recruited from 21 community pharmacies in Grampian, Scotland. The intervention comprised 2 4-hour training sessions, held 1 month apart. The sessions were informed by results from previous studies and the Calgary-Cambridge evidence-based model of communication skills training. Strategies for guiding individuals through change were adopted from cognitive behavioural therapy techniques. The theory of planned behaviour was used to assess potential pathways to behaviour change. Recorded data were collected during covert visits to the pharmacies by simulated patients at baseline and 1 month after each training session. Communication performance was measured as the number and type of questions asked. RESULTS: Compared with baseline measures, the total number of questions asked increased in the intervention group at both time-points. No change was shown in the control group between baseline and follow-up 1, and a decrease was shown in the total number of questions from follow-up 1 to 2. The intervention appeared to have greater effect on consultations involving advice, compared with those concerning product requests. DISCUSSION: Communication performance improved following training. Increased information exchange is associated with guideline-compliant supply of NPMs. A substantive randomised, controlled trial is now planned to assess the intervention.

Published 1 May 2007 in Med Educ, 41(5): 450-9.
Full-text of this article is available online (may require subscription).

© 2005-2008 Pharmacy Research Today. All Rights Reserved.