Pharmacist–patient counselling in Dubai: assessment and reflection on patient satisfaction

Abstract

Objectives The aim of the present study was to evaluate the counselling services provided by outpatient pharmacists using the criteria specified by Medication Counseling Behaviour Guideline (US Pharmacopoeia (USP) 1997). The study also assessed the perceptions of patients and pharmacists with regard to counselling. Methods The study was carried out over a period of 5 months at outpatient pharmacies located in different regions of Dubai. The study design included structured observation of over 700 pharmacist–patient encounters, and performances were assessed based on USP Medication Counseling Behaviour Guidelines. Over 1600 patient surveys and pharmacist questionnaires were also carried out/completed to investigate perceptions on counselling. Data was computed and analysed using bivariate analysis and logistic regression. Results The majority of the pharmacist–patient interactions (72.1%) were classified as stage 1 of counselling (that is, the information exchanged was brief, basic and non-individualised). Less than 1% reached stage 4 (that is, a detailed, interactive and collaborative discussion). A significant correlation was found between the USP Medication Counseling Staging score and the pharmacists’ behaviour and communication assessment score. The overall mean patient satisfaction score was 4.71 (a score of 5 indicated most satisfied and 1 indicated least satisfied). Men, older patients and patients who considered the pharmacist to be competent and skilled were generally more satisfied with the consultations. Among patients with chronic conditions who came for medication refills, 41.8% believed that, although they needed counselling, it was not provided by the pharmacist. The majority of pharmacists cited the non-availability of a counselling room as the main barrier they encountered when counselling patients. Conclusions This study identifies the strong need to educate and train pharmacists with better counselling skills and also to provide them with better resources.

The practice of counseling in pharmacy: patients’ perspectives

“…Our study findings are consistent with those of the previous study conducted in Dubai. 11 We found similar patients satisfaction level with the pharmacist counseling practice. However, in Dubai study, men, older patients, and patient with low educational level reported higher level of satisfaction compared to others categories.…”

“…When compared to other study that was conducted in community pharmacy in Riyadh in 2012, 11 findings of our survey show better patient counseling by pharmacist from patient prospective. Our participants also were more appreciated to the patient education sessions carried by pharmacist regarding the medications-related problems (80% vs. 43%).…”

“…The most often communicated instruction given by pharmacists was dosing information. 10 Another study conducted in Dubai, United Arab Emirates, 11 aimed to evaluate the outpatient pharmacists counseling practice and to assess the patients' perceptions of their pharmacist using USP-MCB guidelines. The authors reported that almost 42% of the study participants did not receive counseling from their pharmacists although the patients were believed that they need it.…”

The Practice of Counseling in Pharmacy: Patients’ Perspectives

“…Another study conducted in Dubai, United Arab Emirates 11 , aimed to evaluate the outpatient pharmacists counseling practice and to assess the patients' perceptions of their pharmacist using USP-MCB guidelines. The authors reported that almost 42% of the study participants did not receive counseling from their pharmacists although the patients were believed that they need it.…”

The national consultation skills for pharmacy practice program in England

“…[12][13][14][15][16][17] It is important for pharmacy professionals to possess effective consultation skills as they can help improve medication adherence and also improve patient satisfaction, leading to better outcomes. 9,18,19 Therefore, there is a need for improving pharmacy professionals' consultation skills to enable them to support patients effectively. 20,21 In the UK, there is increasing demand for pharmacy professionals to possess effective consultation skills due to changes in the services pharmacies are expected provide in their contract with the National Health Service (NHS).…”