Journal article

Theory-based communication skills training for medicine counter assistants to improve consultations for non-prescription medicines

Margaret C Watson, Jennifer Cleland, Jackie Inch, Christine M Bond, Jill Francis

MEDICAL EDUCATION | WILEY | Published : 2007

Abstract

CONTEXT: Medicine counter assistants (MCAs) supply the majority of non-prescription medicines (NPMs) to consumers. Suboptimal communication during consultations between consumers and MCAs has been identified as a major cause of inappropriate supply. Evidence from medical consultations suggests that training in specified communication skills can change professional behaviour. METHODS: A feasibility study was conducted to evaluate the effect of theory-based communication skills training for MCAs. Thirty MCAs were recruited from 21 community pharmacies in Grampian, Scotland. The intervention comprised 2 4-hour training sessions, held 1 month apart. The sessions were informed by results from pre..

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University of Melbourne Researchers