Analgesic medication—communication at pharmacies

Treatment conducted in co-operation with the client is decisive for a successful result i.e. adherence to medication, satisfaction and improved health outcome. The aim of this study was to capture the communication between clients and pharmacists when dispensing prescriptions of analgesics in community pharmacies. The study was based on 42 authentic audio-recordings of clients’ communication with pharmacists. Most clients had a passive role and the analysis testify to a short and asymmetric communication between the interlocutors. On average, the clients asked three questions. One-third of these questions were related to medication, i.e. dose, effect, written information, symptoms or disease. Of the questions asked by pharmacists, 2% were open in character. The study confirms previous research in other settings on caregiver dominance in consultations. Concordance in pharmaceutical care assumes a much more active client. Therefore facilitating a more active role for the clients at pharmacies is of the outmost importance.