Table 4.
Pharmacists’ and pharmacy customers’ opinions on the content of pharmacist’s patient medication counselling
| Patient medication counselling content (USP-MCBG) | Median (IQR) | |
|---|---|---|
| Pharmacy customers N = 566 |
Pharmacists N = 122 |
|
| Component 1: Needs assessment | ||
| The pharmacist asked me if I had allergies, any other medications taken, my age, etc | 6.00 (6.00) | 7.00 (1.00) |
| The pharmacist responded with understanding/empathy to my questions and concerns | 6.00 (5.00) | 8.00 (3.00) |
| The pharmacist asked questions about my illness, family and social history prior to counselling | 6.00 (7.00) | 7.00 (1.00) |
| The pharmacist explained the purpose of the counselling session to me | 6.00 (6.00) | 7.00 (2.00) |
| The pharmacist presented facts and concepts concerning the drug and my illness in a logical order | 6.00 (6.00) | 8.00 (2.00) |
| The pharmacist used appropriate counselling aids such as pictures to support the counselling | 2.00 (5.00) | 7.00 (2.00) |
| The pharmacist assessed any actual and/or potential concerns or problems of importance | 6.00 (6.00) | 7.00 (3.00) |
| The pharmacist determined if I have any other medical conditions which could influence the effects of this drug or influence the likelihood of an adverse reaction | 6.00 (3.00) | 8.00 (2.00) |
| The pharmacist conducted appropriate counselling introduction by identifying him/herself and me | 6.00 (6.00) | 7.00 (2.00) |
| Component 2: Precautions and warnings | ||
| The pharmacist explored with me potential problems in taking the medication as prescribed (e.g., cost, access, etc.) | 6.00 (2.00) | 8.00 (3.00) |
| The pharmacist discussed potential (significant) side effects | 6.00 (2.00) | 8.00 (2.00) |
| The pharmacist warned me or the patient concerned about taking other medications, including OTCs, herbals/botanicals and alcohol, which could inhibit or interact with the prescribed medication | 6.00 (2.00) | 8.00 (2.00) |
| The pharmacist discussed significant interactions that might occur when using my drugs with certain drugs, food and other diseases | 7.00 (1.00) | 8.00 (3.00) |
| The pharmacist discussed precautions to take (activities to avoid, etc.) | 6.00 (2.00) | 8.00 (2.00) |
| The pharmacist explained in precise terms what to do if the patient misses a dose | 6.00 (6.00) | 7.00 (2.00) |
| The pharmacist discussed how to prevent or manage the side effects of the drug if they do occur | 6.00 (6.00) | 7.00 (2.00) |
| The pharmacist helped me to generate solutions to potential problems | 6.00 (6.00) | 7.00 (2.00) |
| Component 3: Management of the treatment | ||
| The pharmacist discussed the storage recommendations, ancillary instructions with respect to the medications (e.g., shake well, refrigerate, etc.) | 6.00 (4.00) | 8.00 (3.00) |
| The pharmacist explained how long it will take for the drug to show an effect | 6.00 (4.00) | 7.00 (2.00) |
| The pharmacist told me when I am due for a refill/repurchasing of my medications | 6.00 (7.00) | 8.00 (3.00) |
| The pharmacist summarized the session by acknowledging and/or emphasizing key points of information | 6.00 (6.00) | 8.00 (2.00) |
| The pharmacist emphasized the benefits of completing the medication as prescribed | 7.00 (3.00) | 9.00 (2.00) |
| The pharmacist helped me to plan follow-up and next steps | 6.00 (5.00) | 8.00 (3.00) |
| The pharmacist provided an opportunity for final concerns or questions | 6.00 (6.00) | 8.00 (2.00) |
| The pharmacist verified if I understood by requesting feedback or a recap | 6.00 (6.00) | 8.00 (3.00) |
| The pharmacist maintained control and direction of the counselling session | 6.00 (4.00) | 8.00 (3.00) |
| The pharmacist assisted me in developing a plan to incorporate the medication regimen into my daily routine | 5.00 (6.00) | 8.00 (3.00) |
| The pharmacist used open-ended questions that required me giving explanation | 6.00 (6.00) | 8.00 (3.00) |
| The pharmacist explained to me the way I will take my medications including scheduling and duration of the medication use when appropriate | 6.00 (2.00) | 8.00 (2.00) |
| The pharmacist probed me for additional information | 6.00 (6.00) | 8.00 (2.00) |
| Component 4: Communication | ||
| The pharmacist communicated in a language that I understood | 7.00 (2.00) | 9.00 (2.00) |
| The pharmacist provided me with accurate information | 6.00 (2.00) | 9.00 (2.00) |
| The pharmacist discussed with me the name of the medication and what I’m using it for | 7.00 (2.00) | 9.00 (3.00) |
| The pharmacist displayed effective nonverbal behaviors | 7.00 (2.75) | 8.38 (2.00) |
| The pharmacist assessed my understanding of the reason(s) for the therapy | 6.00 (8.00) | 8.00 (2.00) |
1—not done, 2—poor, 3–5—unsatisfactory, 6–7—satisfactory, 8–10—excellent
USP-MCBG United States Pharmacopeia Medication Counselling Behaviour Guideline, IQR interquartile range