Interventions to enhance effective communication during over-the-counter consultations in the community pharmacy setting: a systematic review

Liza J. Seubert, Kerry Whitelaw, Laetitia Hattingh, Magaret C. Watson, Rhonda M. Clifford

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

Background
Easy access to effective over-the-counter (OTC) treatments allows self-management of some conditions, however inappropriate or incorrect supply or use of OTC medicines can cause harm. Pharmacy personnel should support consumers in their health-seeking behaviour by utilising effective communication skills underpinned by clinical knowledge.

Objective
To identify interventions targeted towards improving communication between consumers and pharmacy personnel during OTC consultations in the community pharmacy setting.

Methods
Systematic review and narrative analysis. Databases searched were MEDLINE, EMBASE, Psycinfo, Cochrane Central Register and Cochrane Database of Systematic Reviews for literature published between 2000 and 30 October 2014, as well as reference lists of included articles. The search was re-run on 18 January 2016 and 25 September 2017 to maximise the currency. Two reviewers independently screened retrieved articles for inclusion, assessed study quality and extracted data. Full publications of intervention studies were included. Participants were community pharmacy personnel and/or consumers involved in OTC consultations. Interventions which aimed to improve communication during OTC consultations in the community pharmacy setting were included if they involved a direct measurable communication outcome. Studies reporting attitudes and measures not quantifiable were excluded. The protocol was published on Prospero Database of Systematic Reviews.

Results
Of 4978 records identified, 11 studies met inclusion criteria. Interventions evaluated were: face-to-face training sessions (n = 10); role-plays (n = 9); a software decision making program (n = 1); and simulated patient (SP) visits followed by immediate feedback (n = 1). Outcomes were measured using: SP methodology (n = 10) and a survey (n = 1), with most (n = 10) reporting a level of improvement in some communication behaviours.

Conclusion
Empirical evaluation of interventions using active learning techniques such as face-to-face training with role-play can improve some communication skills. However interventions that are not fully described limit the ability for replication and/or generalisability. This review identified interventions targeting pharmacy personnel. Future interventions to improve communication should consider the consumer's role in OTC consultations.
LanguageEnglish
Pages979-988
Number of pages10
JournalResearch in Social and Administrative Pharmacy
Volume14
Issue number11
Early online date13 Dec 2017
DOIs
Publication statusPublished - 30 Nov 2018

Fingerprint

Pharmacies
Referral and Consultation
Communication
Personnel
Databases
Problem-Based Learning
Aptitude
Clinical Competence
Self Care
MEDLINE
Medicine
Publications
Decision Making
Software
Decision making
Health
Feedback

Keywords

  • communication
  • nonprescription drugs
  • over-the-counter drugs
  • pharmacists
  • pharmacy
  • systematic review

Cite this

@article{bd109974ff7743cf8a9528bcb263daa6,
title = "Interventions to enhance effective communication during over-the-counter consultations in the community pharmacy setting: a systematic review",
abstract = "BackgroundEasy access to effective over-the-counter (OTC) treatments allows self-management of some conditions, however inappropriate or incorrect supply or use of OTC medicines can cause harm. Pharmacy personnel should support consumers in their health-seeking behaviour by utilising effective communication skills underpinned by clinical knowledge.ObjectiveTo identify interventions targeted towards improving communication between consumers and pharmacy personnel during OTC consultations in the community pharmacy setting.MethodsSystematic review and narrative analysis. Databases searched were MEDLINE, EMBASE, Psycinfo, Cochrane Central Register and Cochrane Database of Systematic Reviews for literature published between 2000 and 30 October 2014, as well as reference lists of included articles. The search was re-run on 18 January 2016 and 25 September 2017 to maximise the currency. Two reviewers independently screened retrieved articles for inclusion, assessed study quality and extracted data. Full publications of intervention studies were included. Participants were community pharmacy personnel and/or consumers involved in OTC consultations. Interventions which aimed to improve communication during OTC consultations in the community pharmacy setting were included if they involved a direct measurable communication outcome. Studies reporting attitudes and measures not quantifiable were excluded. The protocol was published on Prospero Database of Systematic Reviews.ResultsOf 4978 records identified, 11 studies met inclusion criteria. Interventions evaluated were: face-to-face training sessions (n = 10); role-plays (n = 9); a software decision making program (n = 1); and simulated patient (SP) visits followed by immediate feedback (n = 1). Outcomes were measured using: SP methodology (n = 10) and a survey (n = 1), with most (n = 10) reporting a level of improvement in some communication behaviours.ConclusionEmpirical evaluation of interventions using active learning techniques such as face-to-face training with role-play can improve some communication skills. However interventions that are not fully described limit the ability for replication and/or generalisability. This review identified interventions targeting pharmacy personnel. Future interventions to improve communication should consider the consumer's role in OTC consultations.",
keywords = "communication, nonprescription drugs, over-the-counter drugs, pharmacists, pharmacy, systematic review",
author = "Seubert, {Liza J.} and Kerry Whitelaw and Laetitia Hattingh and Watson, {Magaret C.} and Clifford, {Rhonda M.}",
year = "2018",
month = "11",
day = "30",
doi = "10.1016/j.sapharm.2017.12.001",
language = "English",
volume = "14",
pages = "979--988",
journal = "Research in Social and Administrative Pharmacy",
issn = "1551-7411",
number = "11",

}

Interventions to enhance effective communication during over-the-counter consultations in the community pharmacy setting : a systematic review. / Seubert, Liza J.; Whitelaw, Kerry; Hattingh, Laetitia; Watson, Magaret C.; Clifford, Rhonda M.

In: Research in Social and Administrative Pharmacy, Vol. 14, No. 11, 30.11.2018, p. 979-988.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Interventions to enhance effective communication during over-the-counter consultations in the community pharmacy setting

T2 - Research in Social and Administrative Pharmacy

AU - Seubert, Liza J.

AU - Whitelaw, Kerry

AU - Hattingh, Laetitia

AU - Watson, Magaret C.

AU - Clifford, Rhonda M.

PY - 2018/11/30

Y1 - 2018/11/30

N2 - BackgroundEasy access to effective over-the-counter (OTC) treatments allows self-management of some conditions, however inappropriate or incorrect supply or use of OTC medicines can cause harm. Pharmacy personnel should support consumers in their health-seeking behaviour by utilising effective communication skills underpinned by clinical knowledge.ObjectiveTo identify interventions targeted towards improving communication between consumers and pharmacy personnel during OTC consultations in the community pharmacy setting.MethodsSystematic review and narrative analysis. Databases searched were MEDLINE, EMBASE, Psycinfo, Cochrane Central Register and Cochrane Database of Systematic Reviews for literature published between 2000 and 30 October 2014, as well as reference lists of included articles. The search was re-run on 18 January 2016 and 25 September 2017 to maximise the currency. Two reviewers independently screened retrieved articles for inclusion, assessed study quality and extracted data. Full publications of intervention studies were included. Participants were community pharmacy personnel and/or consumers involved in OTC consultations. Interventions which aimed to improve communication during OTC consultations in the community pharmacy setting were included if they involved a direct measurable communication outcome. Studies reporting attitudes and measures not quantifiable were excluded. The protocol was published on Prospero Database of Systematic Reviews.ResultsOf 4978 records identified, 11 studies met inclusion criteria. Interventions evaluated were: face-to-face training sessions (n = 10); role-plays (n = 9); a software decision making program (n = 1); and simulated patient (SP) visits followed by immediate feedback (n = 1). Outcomes were measured using: SP methodology (n = 10) and a survey (n = 1), with most (n = 10) reporting a level of improvement in some communication behaviours.ConclusionEmpirical evaluation of interventions using active learning techniques such as face-to-face training with role-play can improve some communication skills. However interventions that are not fully described limit the ability for replication and/or generalisability. This review identified interventions targeting pharmacy personnel. Future interventions to improve communication should consider the consumer's role in OTC consultations.

AB - BackgroundEasy access to effective over-the-counter (OTC) treatments allows self-management of some conditions, however inappropriate or incorrect supply or use of OTC medicines can cause harm. Pharmacy personnel should support consumers in their health-seeking behaviour by utilising effective communication skills underpinned by clinical knowledge.ObjectiveTo identify interventions targeted towards improving communication between consumers and pharmacy personnel during OTC consultations in the community pharmacy setting.MethodsSystematic review and narrative analysis. Databases searched were MEDLINE, EMBASE, Psycinfo, Cochrane Central Register and Cochrane Database of Systematic Reviews for literature published between 2000 and 30 October 2014, as well as reference lists of included articles. The search was re-run on 18 January 2016 and 25 September 2017 to maximise the currency. Two reviewers independently screened retrieved articles for inclusion, assessed study quality and extracted data. Full publications of intervention studies were included. Participants were community pharmacy personnel and/or consumers involved in OTC consultations. Interventions which aimed to improve communication during OTC consultations in the community pharmacy setting were included if they involved a direct measurable communication outcome. Studies reporting attitudes and measures not quantifiable were excluded. The protocol was published on Prospero Database of Systematic Reviews.ResultsOf 4978 records identified, 11 studies met inclusion criteria. Interventions evaluated were: face-to-face training sessions (n = 10); role-plays (n = 9); a software decision making program (n = 1); and simulated patient (SP) visits followed by immediate feedback (n = 1). Outcomes were measured using: SP methodology (n = 10) and a survey (n = 1), with most (n = 10) reporting a level of improvement in some communication behaviours.ConclusionEmpirical evaluation of interventions using active learning techniques such as face-to-face training with role-play can improve some communication skills. However interventions that are not fully described limit the ability for replication and/or generalisability. This review identified interventions targeting pharmacy personnel. Future interventions to improve communication should consider the consumer's role in OTC consultations.

KW - communication

KW - nonprescription drugs

KW - over-the-counter drugs

KW - pharmacists

KW - pharmacy

KW - systematic review

UR - https://www.sciencedirect.com/journal/research-in-social-and-administrative-pharmacy

U2 - 10.1016/j.sapharm.2017.12.001

DO - 10.1016/j.sapharm.2017.12.001

M3 - Article

VL - 14

SP - 979

EP - 988

JO - Research in Social and Administrative Pharmacy

JF - Research in Social and Administrative Pharmacy

SN - 1551-7411

IS - 11

ER -