慢性疾患患者が薬局薬剤師とのやり取りにおいてネガティブな感情を抱く要因に関する質的研究

抄録

We conducted a qualitative study about the various causes behind negative emotions experienced by the patients with chronic diseases when interacting with the pharmacists. The purpose was to identify the factors responsible for negative emotions, and improve the interactive communication between the pharmacists and the patients with chronic diseases.

We interviewed six male and six female patients with chronic disease who have experienced negative feelings while interacting with the pharmacists at pharmacies.

The grounded theory approach was used for analysis, and the two factors were identified as “patient’s personal thoughts and feelings” and “pharmacist reception”.

We identified 26 concepts under the “patient’s personal thoughts and feelings” factor and their broader concepts comprised of ten categories, such as: feeling guilty about inability to improve one’s medical condition, disregard for their illness, and sadness that their medical condition does not improve. These concepts were divided into thoughts about own illness, and thoughts about doctors and pharmacists.

“Pharmacist reception” included 23 types such as ‘same question every time’, ‘careless question’, ‘inadequate explanation’, etc.

These types were divided into meaningless reception, receptions that cause discomfort, receptions not meeting expectations, and voices that cause sadness and pain.

In this study, we clarified that the patient’s feelings were related to the pharmacist’s voice and response to their questions. Based on the knowledge gained about the patients’ mind revealed by this study, the pharmacists can assist in better providing medication to the patients with chronic diseases and contribute to interactive communication.