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Title: Exploring the use of patient feedback in pharmacy consultations
Author: Al-Jabr, Hiyam
ISNI:       0000 0004 9355 0422
Awarding Body: University of East Anglia
Current Institution: University of East Anglia
Date of Award: 2019
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Background: Patient feedback has received increased attention to enhance different healthcare services including consultations with healthcare professionals. There is currently a dearth of research on using patient feedback in assessing pharmacy consultations. The aim of this thesis was to explore the use of patient feedback in assessing hospital pharmacists’ consultation skills. Methods: This thesis includes three studies; the first was a systematic review to identify patient feedback questionnaires regarding assessing consultation skills of healthcare professionals. The second was a think-aloud study to pre-test the suitability of using a questionnaire identified in the systematic review in a hospital pharmacy setting. A final study was undertaken to explore the feasibility of collecting patient feedback on hospital pharmacists’ consultation skills using the identified questionnaire. Results: The systematic review identified twelve questionnaires, none used in the pharmacy setting. One questionnaire was more promising to be taken forward since it had more evidence in terms of its psychometric properties. Cognitive interviews conducted using the questionnaire indicated its potential suitability to assess hospital pharmacy consultations. Feasibility study reflected positive views regarding patient feedback and its role in enhancing consultations, as expressed by patients and pharmacists. Some barriers were encountered by pharmacists regarding the process, all of which maybe resolved by assigning an independent third person to collect patient feedback. Some suggestions given primarily from pharmacists indicated the questionnaire may need amendment to make it more relevant to the pharmacy setting. Conclusions: This thesis provides an overview of patients’ and hospital pharmacists’ views about patient feedback and its role in enhancing pharmacists’ consultation skills. Several barriers were encountered with suggestions given on how the process could be improved. The thesis revealed many areas warranting further investigation, such as exploring the impact patient feedback may have on consultation development and the role of the organisation in supporting pharmacists.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available