Spanish-speaking patients%26apos; satisfaction with clinical pharmacists%26apos; communication skills and demonstration of cultural sensitivity

作者：Kim Romo Dawn N^*; Barner Jamie C; Brown Carolyn M; Rivera Jose O; Garza Aida A; Klein Bradham Kristina; Jokerst Jason R; Janiga Xan; Brown Bob

来源：Journal of the American Pharmacists Association, 2014, 54(2): 121-U297.

DOI：10.1331/JAPhA.2014.13090

• Pharmacists
• Latino patients
• patient satisfaction
• communication
• cultural competence

Objective: To assess Spanish-speaking patients%26apos; satisfaction with their clinical pharmacists%26apos; communication skills and demonstration of cultural sensitivity, while controlling for patients%26apos; sociodemographic, clinical, and communication factors, as well as pharmacist factors, and to identify clinical pharmacists%26apos; cultural factors that are important to Spanish-speaking patients. %26lt;br%26gt;Design: Cross-sectional study. %26lt;br%26gt;Setting: Central Texas during August 2011 to May 2012. %26lt;br%26gt;Participants: Spanish-speaking patients of federally qualified health centers (FQHCs). %26lt;br%26gt;Main outcome measures: A Spanish-translated survey assessed Spanish-speaking patients%26apos; satisfaction with their clinical pharmacists%26apos; communication skills and demonstration of cultural sensitivity. %26lt;br%26gt;Results: Spanish-speaking patients (N = 101) reported overall satisfaction with their clinical pharmacists%26apos; communication skills and cultural sensitivity. Patients also indicated that pharmacists%26apos; cultural rapport (e. g., ability to speak Spanish, respectfulness) was generally important to Spanish speakers. Multiple linear regression analyses showed that cultural rapport was significantly related to satisfaction with pharmacists%26apos; communication skills and demonstration of cultural sensitivity. %26lt;br%26gt;Conclusion: Overall, patients were satisfied with pharmacists%26apos; communication skills and cultural sensitivity. Patient satisfaction initiatives that include cultural rapport should be developed for pharmacists who provide care to Spanish-speaking patients with limited English proficiency.

• 出版日期2014-4