Table 3.

Items of pharmacist assessment by patients

Openinga	1	Giving considerations for the patient’s comfort, such as advising him/her to sit on a chair
	2	Considering the patient’s current physical condition, making empathy statements, and expressing appreciation for having endured examination and treatment in the hospital
Data gatheringa	3	Asking effective (understandable) questions to more deeply understand the patient’s situation
	4	Asking questions regarding the patient’s feelings and anxiety
Patient educationa	5	Explaining using understandable words
	6	Providing education while confirming the patient’s understanding
	7	Recognizing the patient’s anxiety accurately, and providing explanations in consideration of it
	8	Reducing the patient’s anxiety over chemotherapy
Closinga	9	Confirming whether or not there were other questions or issues causing anxiety
	10	Stating that consultation is available at all times
Communicationa	11	Proceeding with the session in accordance with the patient’s pace and process
	12	Listening to the patient’s emotions related to the disease (explanatory model), complaints, and anxiety with attention (not interrupting until the end, nodding, and showing back-channel responses)
	13	Communicating with the patient non-verbally (eye contact, tone of voice, and distance)
	14	Making empathy statements in accordance with the content of the patient’s narrative
	15	Addressing the patient’s disappointment after being notified of cancer treatment as ‘bad news’ (sharing distress and thoughts, rather than consoling without much consideration)
Overall patient satisfactionb		Overall satisfaction with management by the pharmacist to reduce the patient’s anxiety

^a5-point scale: from <5. Very appropriate > to <1. Very inappropriate>

^b6-point scale: from <6. Very satisfied > to <1. Very dissatisfied>