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KMID : 0869620230400040387
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Journal of Korean Society of Hospital Pharmacists
2023 Volume.40 No. 4 p.387 ~ p.408
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Hospital Pharmacists’ Patient-Centered Communication, Trust, and Satisfaction: Patients’ Perceptions and Opinions
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Jin Hye-Kyung
Suh Sung-Yun
Kim Sung-Hwan
Kim A-Jeong
Kim Hyun-Jeong
Choi Nigh
Choi Jeong-Yun
Lee Ha-Yeon
Hong Ji-Seung
Lee Ok-Sang
Oh Hye-Ri
Jeon Ah-Young
Do Ji-Hyeon
Lee Yu-Mi
Cho Yoon-Sook
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Abstract
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Background : There is a limited understanding of the impact of pharmacist-led patient-centered communication on patient satisfaction in hospital settings. This study investigated the patient’s perception of patient-centered communication, trust, and satisfaction, as well as the determinants of their satisfaction.
Methods : This study is a descriptive, cross-sectional analysis conducted in a tertiary care hospital in Seoul from October 5, 2021 to June 24, 2022. A total of 120 patients were assigned self-reported questionnaires that measured the pharmacists’ patient-centered communication, trust in pharmacists, and satisfaction level. Additionally, we explored the demand for developing patient counseling services, including unfulfilled needs related to the duration of patient education and counseling.
Results : In total, 106 patients (52 outpatients and 54 inpatients) completed the survey. The average mean score for patient-centered communication was notably high (4.75±0.40) on a 5-point Likert scale, with an average of 77.3% of them rated as “very good”. However, the scope for improvement was observed in some aspects of pharmacist-led communication. In addition, patients also expressed a high level of trust in hospital pharmacists (4.73±0.42) and a similar satisfaction level (4.73±0.45). The average perceived optimal duration for patient education and counseling was 9.62±6.31 minutes, ranging between 2 and 40 minutes. Significant positive correlations were observed between patient-centered communication and trust in pharmacists (r=0.79; p<0.001) as well as patient satisfaction (r=0.85; p<0.001). Both patient-centered communication (β=0.58, p<0.001) and trust in the pharmacists (β=0.31, p<0.001) emerged as significant factors affecting patient satisfaction (R2=0.777, p<0.001).
Conclusion : The findings indicate the need for hospital pharmacists to integrate patient- centered communication in patient education and counseling to enhance patients’ trust and satisfaction. Continued efforts to develop effective communication strategies and organizational support for hospital pharmacists are imperative for enhancing quality patient care.
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KEYWORD
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Hospital pharmacist, Patient, Communication, Trust, Satisfaction
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