Identifying caring behaviors of pharmacists through observations and interviews

To identify caring behaviors of community pharmacists demonstrated in the pharmacist-patient interaction.

Qualitative research.

Five community pharmacies in the Greater Chicago area.

8 pharmacists identified as "caring pharmacists" by corporate managers and 13 pharmacy technicians.

Observations of pharmacy personnel interacting with patients and interviews of 2 pharmacists.

Caring behaviors.

Four categories of caring behaviors emerged from the observation field notes: physical behaviors (leaning toward patient, smiling, looking patient in eye), relationship behaviors (greeting patients, knowing name, making small talk), task behaviors-nonpharmacy (explaining receipt and money transaction), and task behaviors-pharmacy (providing information, calling physician, asking about allergies and explaining interactions). In interviews, pharmacists said that a caring pharmacist was about "being for the patient," and both noted that caring pharmacists greet the patient, inquire about the patient's health and family, and are sincerely interested in the patient. Mentors and family members are important in developing caring pharmacists, the pharmacists said.

Specific caring behaviors identifiable among pharmacists and pharmacy technicians. These behaviors can be modeled by pharmacy managers and should be taught in pharmacy schools.