Table 2 Descriptions of selected videos
Video 1 | Video 2 | Video 3 | |
|---|---|---|---|
Setting | Outpatient | Outpatient | Outpatient |
Pharmacist description | Female pharmacist (30–40 years old) | Male pharmacist (30–40 years old) | Female pharmacist (20–30 years old) |
Patient description | Elderly male patient | Angry mother of a 15 year old daughter | Female (20–30 year old) patient |
Interaction type | Warfarin counselling | Response to mother’s concerns regarding daughter’s contraceptive | Counselling on a cholesterol-lowering medication |
Details | The pharmacist gives a brief overview of warfarin, although she generally mentions most counselling points. She appears nervous and does not react to the patient’s verbal and nonverbal communication cues. However, she asks the patient good questions and provides opportunity for follow up. | The pharmacist responds to the angry mother by maintaining his composure and providing her with psychosocial advice regarding interacting with her daughter. He also acts within the laws and regulations of the Canadian context by not breaching patient confidentiality. The mother is visibly satisfied at the end of the interaction. | The pharmacist gives a poor performance with respect to gathering and providing information. She fails to clarify unclear points and consistently makes assumptions regarding the patient’s medical and medication history. She is friendly and personable (uses social talk) yet her tone is described as ‘unprofessional’ and occasionally ‘harsh’. She summarizes the interaction but globally fails to engage the patient during the interaction. |
Pharmacists’ Instrumental Communication | Positive – Mixed (asks good questions and gives information but counselling lacks depth) | Positive (provides excellent information and rationale) | Negative (fails to ask questions and provide information to the patient) |
Pharmacists’ Affective Communication | Negative (pharmacist deemed unconfident, demonstrated poor eye contact, and fails to engage patient) | Positive (demonstrated empathy, uses good nonverbal communication, shows understanding, but at times harsh in tone and word choice) | Mixed (friendly and personable yet occasionally gives harsh and unprofessional tone) |