본문 바로가기
KERD
논문KCI 등재

환자가 인식한 병원약사의 환자중심성 커뮤니케이션, 신뢰 및 만족도

Hospital Pharmacists’ Patient-Centered Communication, Trust, and Satisfaction: Patients’ Perceptions and Opinions

김성환|김현정|이유미|최정윤|이하연|김가현|전아영|조윤숙|홍지승|서성연|김아정|이옥상|진혜경|최나이|오헤리|도지현
한국병원약사회 (The Korean Society of Health-System Pharmacists)|2023.11|병원약사회지 (Journal of Korean Society of Health-System Pharmacists)|제40권 제4호|pp. 387-408

0

조회

0

다운로드

1

인용

0

참고문헌

키워드

CommunicationSatisfactionTrustPatientHospital pharmacist

초록

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.

Abstract

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.

참고문헌 (48)

  1. Bensing J, "Bridging the gap The separate worlds of evidence-based medicine and patient-centered medicine", Patient Education and Counseling, 39(1), pp.17~25 (2000)
  2. Parasuraman A, "SERVQUAL : a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, 64(1), pp.12~40 (1988)
  3. Babakus E, "Adapting the SERVQUAL scale to hospital services : an empirical investigation", Health Services Research, 26(6), pp.767~786 (1992)
  4. 정동준, "입원환자가 인지하는 병원시설, 의료인력, 만족도, 재이용간의 구조분석", 보건과 사회과학, 19, pp.127~145 (2006), 한국보건사회학회
  5. Albanese NP, "Scope of contemporary pharmacy practice: roles, responsibilities, and functions of pharmacists and pharmacy technicians", Journal of the American Pharmacists Association, 50(2), pp.e35~e69 (2010)
  6. Ha JF, "Doctor-patient communication : a review", The Ochsner Journal, 10(1), pp.38~43 (2010)
  7. Zolnierek KB, "Physician communication and patient adherence to treatment : a meta-analysis", Medical Care, 47(8), pp.826~834 (2009)
  8. Lotfi M, "Assessment of nurse-patient communication and patient satisfaction from nursing care", Nursing Open, 6(3), pp.1189~1196 (2019)
  9. Pilnick A, "“Patient counselling” by pharmacists:four approaches to the delivery of counselling sequences and their interactional reception", Social Science & Medicine, 56(4), pp.835~849 (2003)
  10. 정미영, "의사의 정보원 속성, 언어·비언어 커뮤니케이션, 진료만족 및 행동 의도와의 관계: 정교화가능성 모델을 중심으로", 한국소통학보, 16(4), pp.7~49 (2017), 한국소통학회[DOI]
  11. Schrader EL, "Health care provider communicator style and patient comprehension of oral contraceptive use", Journal of the American Academy of Nurse Practitioners, 13(2), pp.80~83 (2001)
  12. Trachtenberg F, "How patients’ trust relates to their involvement in medical care", The Journal of Family Practice, 54(4), pp.344~352 (2005)
  13. 이정화, "환자의 신뢰만족도 향상을 위한 간호사의 의사소통 전략", 예술인문사회 융합 멀티미디어 논문지, 7(1), pp.619~633 (2017), 사단법인 인문사회과학기술융합학회[DOI]
  14. 김상우, "의사의 전문성과 커뮤니케이션 능력이 환자가 지각하는 신뢰, 가치 및 만족에 미치는 영향", 마케팅논집(Journal of Marketing Studies), 17(1), pp.115~140 (2009), 한국전략마케팅학회
  15. 최호정, "치과의사의 태도가 환자 만족에 미치는 영향", 한국콘텐츠학회 논문지, 22(7), pp.478~485 (2022), 한국콘텐츠학회[DOI]
  16. 김유경, "의료서비스 제공자의 언어적, 비언어적 커뮤니케이션에 관한 연구", 서비스경영학회지, 9(1), pp.225~258 (2008), 한국서비스경영학회[DOI]
  17. Boucher VG, "Evaluation of communication skills among physicians : a systematic review of existing assessment tools", Psychosomatic Medicine, 82(4), pp.440~451 (2020)
  18. Makoul G, "Measuring patient views of physician communication skills : development and testing of the communication assessment tool", Patient Education and Counseling, 67(3), pp.333~342 (2007)
  19. Balanescu A, "Translation and cultural adaptation of a romanian version of the communication assessment tool(CAT_Ro)", BMC Health Services Research, 21, pp.184~ (2021)
  20. Scala D, "Developing and piloting a communication assessment tool assessing patient perspectives on communication with pharmacists(CAT-Pharm)", International Journal of Clinical Pharmacy, 44(4), pp.1037~1045 (2022)
  21. Myerholtz L, "Using the communication assessment tool in family medicine residency programs", Family Medicine, 42(8), pp.567~573 (2010)
  22. Anderson LA, "Development of the trust in physician scale : a measure to assess interpersonal trust in patient-physician relationships", Psychological Reports, 67(3), pp.1091~1100 (1990)
  23. Pouwer F, "Ceiling effect reduces the validity of the diabetes treatment satisfaction questionnaire", Diabetes Care, 21(11), pp.2039~ (1998)
  24. Moret L, "Improvement of psychometric properties of a scale measuring inpatient satisfaction with care : a better response rate and a reduction of the ceiling effect", BMC Health Services Research, 7, pp.197~ (2007)
  25. 은종영, "입원환자 복약지도 실태조사를 통한 의약품 안전관리 개선방안", 병원약사회지, 32(2), pp.119~128 (2015), 한국병원약사회[DOI]
  26. 노기철, "3차 의료기관 응급실 진료 불편과 관련된 민원 신고 분석", 대한응급의학회지, 16(1), pp.63~70 (2005), 대한응급의학회
  27. Shilling V, "Factors affecting patient and clinician satisfaction with the clinical consultation : can communication skills training for clinicians improve satisfaction?", Psycho-Oncology, 12(6), pp.599~611 (2003)
  28. Grice HP, "Syntax and semantics vol. 3, Speech acts", pp.41~58 (1975), Academic Press
  29. 김수현, "노인의 기능적 의료정보 이해능력이 지각된 건강상태에 미치는 영향", Journal of Korean Academy of Nursing, 38(2), pp.195~203 (2008), 한국간호과학회
  30. Shin DW, "Predictors and outcomes of feeling of insufficient consultation time in cancer care in Korea : results of a nationwide multicenter survey", Supportive Care in Cancer, 20(9), pp.1965~1973 (2012)
  31. You M, "Research on the development of strategies to enhance patient-centered health communication at Boramae Medical Center", pp.2019
  32. Yang S, "A comparison of patients’ and pharmacists’satisfaction with medication counseling provided by community pharmacies : a cross-sectional survey", BMC Health Services Research, 16, pp.131~ (2016)
  33. 양유리, "병원 외래 이용 환자의 의료 커뮤니케이션 유형, 역량 및 만족도", 의료커뮤니케이션, 10(2), pp.163~172 (2015), 대한의료커뮤니케이션학회[DOI]
  34. Warden BA, "Pharmacy-managed program for providing education and discharge instructions for patients with heart failure", American Journal of Health-System Pharmacy, 71(2), pp.134~139 (2014)
  35. Braaf S, "Pharmacist-patient medication communication during admission and discharge in specialty hospital settings : implications for person centered healthcare", International Journal of Person Centered Medicine, 4, pp.90~105 (2015)
  36. Chevalier BAM, "Investigating strategies used by hospital pharmacists to effectively communicate with patients during medication counselling", Health Expectations, 20(5), pp.1121~1132 (2017)
  37. Ozavci G, "A systematic review of older patients’experiences and perceptions of communication about managing medication across transitions of care", Research in Social & Administrative Pharmacy, 17(2), pp.273~291 (2021)
  38. 신기웅, "웰다잉 인식과 사전연명의료의향서 작성 관련 지역약국 상담서비스 이용 의향", 한국임상약학회지, 31(2), pp.145~152 (2021), 한국임상약학회[DOI]
  39. 권복규, "의학적 의사결정에 관한 우리나라 성인의 인식 조사", 한국의료윤리학회지, 18(3), pp.251~261 (2015), 한국의료윤리학회[DOI]
  40. 안미애, "환자와 간호사가 인지한 간호서비스만족의 융복합적 영향요인에 관한 연구", 한국융합학회논문지, 8(10), pp.135~145 (2017), 한국융합학회[DOI]
  41. 강창렬, "외래환자 복약지도와 환자만족도 영향요인", 대한보건연구, 33(2), pp.147~161 (2007), 사단법인 대한보건협회[DOI]
  42. Sun YO, "A study on nursing service satisfaction and intention to revisit and recommend hospital in inpatients", Global Health and Nursing, 1(2), pp.93~101 (2011)
  43. 조성현, "입원환자의 사회인구학적 요인 및 의료이용 특성과 환자만족？불만족간의 관련성", Journal of Korean Academy of Nursing, 35(4), pp.535~545 (2005), 한국간호과학회
  44. 이민정, "다직종 암환자 교육·상담에 대한 설문 개발과 환자 만족도 조사", 한국임상약학회지, 28(2), pp.138~145 (2018), 한국임상약학회[DOI]
  45. 김민정, "의사-환자 관계에서 ‘환자가 의사를 신뢰한다’의 의미 고찰", 한국콘텐츠학회 논문지, 17(6), pp.415~423 (2017), 한국콘텐츠학회[DOI]
  46. Bensing JM, "Instrumental and affective aspects of physician behavior", Medical Care, 30(4), pp.283~298 (1992)
  47. Dyck A, "Pharmacists’discussions of medication side effects : a descriptive study", Patient Education and Counseling, 56(1), pp.21~27 (2005)
  48. 김은나, "환자중심성의 개념적 구성 요소: 환자와 가족구성원의 관점", 한국의료질향상학회지, 25(2), pp.26~43 (2019), 한국의료질향상학회[DOI]

관련 논문AI추천

Public Trust in Community Pharmacists in South Korea: A Survey Study박혜영, 손현순, 윤성원, 한혜성한국임상약학회 · 한국임상약학회지2021 · 제31권 제4호표준 복약정보 모델에 대한 일반인과 약사의 만족도와 이해도 분석양승원, 이장익, 장민정, 전세계, 최혜정한국임상약학회 · 한국임상약학회지2015 · 제25권 제4호Patients’Perception, Satisfaction and Expectations Towards the Role of Clinical Pharmacists in General Hospitals in ChinaChangqing Yang, Jia-Qi LI, Madiha, Zhenji Jin한국병원약사회 · 병원약사회지2016 · 제33권 제4호지역약국에서 시행하는 복약지도의 질적 수준 평가손현순, 신현택, 이주현한국임상약학회 · 한국임상약학회지2009 · 제19권 제2호외래 항암주사병동 복약상담 현황 및 만족도 조사를 통한 복약상담 개선 방안김희세, 류수경, 송영천, 차현경, 허영설한국병원약사회 · 병원약사회지2012 · 제29권 제2호복약지도 만족도가 복약순응도에 미치는 영향 : 외래환자를 대상으로김수진, 김주혁, 허순임, 허재헌한국임상약학회 · 한국임상약학회지2009 · 제19권 제2호

이 간행물의 다른 논문 (3건)

노인의료센터 입원 환자 중 약물관련문제로 인한 입원의 유병률 및 위험인자 분석김은경, 최정연, 이주연, 김광일, 노주현, 김다혜, 박소연, 김윤희, 남궁형욱, 이정화, 김서영pp. 409-4222형 당뇨병 환자에서 SGLT2 억제제에 의한 요산 관련 이상반응 감소 효과: 체계적 문헌고찰 및 메타분석신영인, 아영미, 최혜덕, 김지혜, 박정규pp. 423-432Lacosamide 정맥 주사 후 발생한 심박동 및 심전도 이상 발생 분석최경숙, 조정원, 김건희, 김민경, 김은경, 이주연, 이정화pp. 433-448
원문 보기