Verbal interactions between elderly people and community pharmacists about prescription medicines

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Abstract
Tape recordings of verbal interactions between elderly patients (women aged 60 or over; men aged 65 or over) and community pharmacists about prescription medicines were made in four study pharmacies to determine the frequency with which information was provided and to elucidate communication issues relevant to this patient group. Overall, 65 per cent of elderly patients receiving prescribed medications had no verbal interaction at all with the pharmacist, speaking only to other pharmacy staff. The pharmacists provided verbal information to 12.5 per cent of elderly patients about their prescription medicines. It was generally limited to aspects of the dosage regimen and the most common number of items of information given was three. There was no obvious pattern in advice giving related to the estimated workload. However, the frequencies with which advice was provided at all the pharmacies were too low to draw definite conclusions. The mean length of interactions where information was provided was 71 seconds (range 8 to 335). During 43 interactions studied, pharmacists asked 38 questions, nearly all of which were closed; patients asked 15 questions of which more than a third were open. As expected, the number of elderly patients visiting the pharmacies and the number of patient interactions showed marked intra- and inter-pharmacy variation. This is relevant to the development of realistic advice-giving protocols.
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