Table 5.

Pharmacy staff’s communication style: questionnaire items compared with video observations

		O: Approaches patient as his equal (N=109)		O: Responds respectfully to different or wrong patient perception (N=0)		O: Responds respectfully to different or undesired patient decision (N=0)
Q: Were you taken seriously by the pharmacy staff member?		Yes	No	Yes	No	Yes	No
	Yes	107	1	n/a	n/a	n/a	n/a
	No	1	0	n/a	n/a	n/a	n/a
% overall agreement			98.2		–		–
		O: Speaks calmly, not in a hurry (N=109)		O: Does not interrupt the patient (N=109)		O: Room for patient reaction (N=109)
Q: Did the pharmacy staff member have enough time for you?		Yes No		Yes No		Yes	No
	Yes	103	3	106	0	104	2
	No	3	0	3	0	3	0
% overall agreement			94.5		97.2		95.4
		O: Asks questions, explores patients’ needs/concerns (N=14)		O: Reacts to patient response (N=107)
Q: Did the pharmacy staff memberlisten attentively?		Yes	No	Yes	No
	Yes	13	1	106	0
	No	0	0	1	0
% overall agreement			92.9		99.1

Abbreviations: n/a, not applicable; Q, question; O, video observation.