Exploring pharmacist-customer communication: the established blood pressure measurement episode.

Pharmacy World & Science : PWS
Afonso M Cavaco, João Romano

Abstract

To characterize the communication ritual in the pharmacist-customer dyad during a blood pressure measurement and counselling episode. A Portuguese urban community pharmacy. An exploratory, cross-sectional design was used. Participants were purposively selected and data collected via audio recording, as well as demographics and clinical information via questionnaire. Encounters' verbal content was transcribed verbatim, utterances identified, time stamped, and classified according to a coding scheme of fifteen categories. All data was statistically analyzed using SPSSv17. Four dialogue structures: speaker turn, interactivity, turn density and turn duration measurements. From a total of 51 participants, 72.5% were female with a median age of 66 years. The average systolic blood pressure was 140 mmHg, while the diastolic was 78 mmHg. The blood pressure measurement episode lasted for 5:35 min, with an average of 81 utterances. From all utterances registered, 55.3% were produced by the customer. Visits averaged 38 speaker turns, with an interactivity rate of approximately 7 turns per episode minute. For pharmacists, turn duration averaged 7.0 s and turn density 2.1 utterances. The customers' turns comprised a mean of 8.0 s, with 2.4 ...Continue Reading

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Citations

Oct 1, 2011·Research in Social & Administrative Pharmacy : RSAP·Susanne KaaeLotte Stig Nørgaard
Jan 13, 2015·Research in Social & Administrative Pharmacy : RSAP·Liliana Patrícia AntunesAfonso Miguel Cavaco
Mar 5, 2015·International Journal of Clinical Pharmacy·Pia FriskSofia Kälvemark-Sporrong

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