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How do patients develop trust in community pharmacists?

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Patient trust in pharmacists is built through availability, affability, acknowledgement, respect, and interpersonal chemistry. Focusing on these communication behaviors can enhance patient-pharmacist relationships and improve care.

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Area of Science:

  • Social Sciences and Humanities
  • Health Sciences
  • Pharmacy Practice Research

Background:

  • Pharmacists are often perceived as highly trusted healthcare professionals.
  • Empirical evidence on the formation and maintenance of patient-pharmacist trust is limited.
  • Understanding trust is crucial for validating professional claims and improving patient care.

Purpose of the Study:

  • To explore and characterize factors that enhance patient trust in community pharmacy practice.
  • To identify specific pharmacist behaviors that contribute to building and sustaining patient trust.
  • To provide insights for strengthening the patient-pharmacist relationship.

Main Methods:

  • An exploratory qualitative study conducted in Ontario, Canada.
  • 28 patient-participants were recruited from community pharmacies.
  • Semi-structured interviews were used to gather patient perspectives on trust formation with pharmacists.

Main Results:

  • Five key trust-enhancing factors were identified: availability, affability, acknowledgement, respect, and interpersonal chemistry.
  • Specific pharmacist behaviors within these factors were detailed.
  • Interpersonal communication skills are crucial and controllable elements for enhancing trust.

Conclusions:

  • Trust in pharmacists is built on tangible interpersonal behaviors and communication skills.
  • Pharmacists can actively cultivate trust by consistently applying these behaviors.
  • Enhancing trust through specific behaviors can lead to improved patient care and outcomes.