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Table 3 Items of pharmacist assessment by patients

From: Effects of communication skill training (CST) based on SPIKES for insurance-covered pharmacy pharmacists to interact with simulated cancer patients

Openinga

1

Giving considerations for the patient’s comfort, such as advising him/her to sit on a chair

2

Considering the patient’s current physical condition, making empathy statements, and expressing appreciation for having endured examination and treatment in the hospital

Data gatheringa

3

Asking effective (understandable) questions to more deeply understand the patient’s situation

4

Asking questions regarding the patient’s feelings and anxiety

Patient educationa

5

Explaining using understandable words

6

Providing education while confirming the patient’s understanding

7

Recognizing the patient’s anxiety accurately, and providing explanations in consideration of it

8

Reducing the patient’s anxiety over chemotherapy

Closinga

9

Confirming whether or not there were other questions or issues causing anxiety

10

Stating that consultation is available at all times

Communicationa

11

Proceeding with the session in accordance with the patient’s pace and process

12

Listening to the patient’s emotions related to the disease (explanatory model), complaints, and anxiety with attention (not interrupting until the end, nodding, and showing back-channel responses)

13

Communicating with the patient non-verbally (eye contact, tone of voice, and distance)

14

Making empathy statements in accordance with the content of the patient’s narrative

15

Addressing the patient’s disappointment after being notified of cancer treatment as ‘bad news’ (sharing distress and thoughts, rather than consoling without much consideration)

Overall patient satisfactionb

 

Overall satisfaction with management by the pharmacist to reduce the patient’s anxiety

  1. a5-point scale: from <5. Very appropriate > to <1. Very inappropriate>
  2. b6-point scale: from <6. Very satisfied > to <1. Very dissatisfied>