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Evaluation & the Health Professions
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Assessment of Communication Barriers in Community Pharmacies

Elan C. Paluck

Regina Qu’Appelle Health Region, Saskatchewan, Canada

Lawrence W. Green

Centers for Disease Control and Prevention, U.S. Department of Health and Human Services

C. James Frankish

Michael Smith Foundation for Health Promotion Research

David W. Fielding

University of British Columbia

Beth Haverkamp

University of British Columbia

This study identified previously reported facilitators and barriers to pharmacist-client communication and then evaluated their impact on the observed communication behaviors of pharmacists. Pharmacists (n = 100) completed a seven-page questionnaire collecting information on 11 variables that had been organized according to the Policy, Regulatory and Organizational Constructs in Educational and Ecological Development (PROCEDE) model as predisposing, enabling, or reinforcing of pharmacist communication with their clients. Demographic variables also were included. "Communication quality" served as the study’s dependent variable, whereas pharmacist responses served as the independent variables. Communication quality scores for each pharmacist were obtained from the analysis of 765 audio recordings of verbal exchanges occurring between the study pharmacists and their consenting clients during 4-hour, on-site observation periods. Four of the variables examined in the study were found to share a unique relationship with communication quality (pharmacists’ attitude, year of graduation, adherence expectations, and outcome expectations). Hierarchical multiple regression analysis revealed that the variables measured in the questionnaire accounted for 23% of the variance in communication quality scores. Plausible explanations for why the study was unable to capture more of the variance in its proposed relationships and future areas for research are provided.

Key Words: patient-provider communication • pharmacist services • PRECEDE-PROCEED model

Evaluation & the Health Professions, Vol. 26, No. 4, 380-403 (2003)
DOI: 10.1177/0163278703258104
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