Spanish-speaking patients’ satisfaction with clinical pharmacists’ communication skills and demonstration of cultural sensitivity

• Published in: Journal of the American Pharmacists Association Vol. 54; no. 2; pp. 121 - 129
• Main Authors: Kim-Romo, Dawn N., PharmD, MS, Barner, Jamie C., PhD, Brown, Carolyn M., PhD, Rivera, José O., PharmD, Garza, Aida A., PharmD, Klein-Bradham, Kristina, PharmD, BCPS, CDE, Jokerst, Jason R., PharmD, BCPS, Janiga, Xan, PharmD, Brown, Bob, MS, BSPharm
• Format: Journal Article
• Language: English
• Published: United States Elsevier Inc 01-03-2014
• Subjects: Adult; Aged; Clinical Competence; Communication; Cross-Sectional Studies; cultural competence; Cultural Competency; Data Collection; Female; Hispanic Americans; Humans; Internal Medicine; Language; Latino patients; Linear Models; Male; Middle Aged; Patient Satisfaction; Pharmacists; Pharmacists - organization & administration; Pharmacists - standards; Texas; Texas; patient satisfaction; cultural competence; Pharmacists; communication; Latino patients
• ISSN: 1544-3191; 1544-3450
• DOI: 10.1331/JAPhA.2014.13090

Abstract Objective To assess Spanish-speaking patients’ satisfaction with their clinical pharmacists’ communication skills and demonstration of cultural sensitivity, while controlling for patients’ sociodemographic, clinical, and communication factors, as well as pharmacist factors, and to identify clinical pharmacists’ cultural factors that are important to Spanish-speaking patients. Design Cross-sectional study. Setting Central Texas during August 2011 to May 2012. Participants Spanish-speaking patients of federally qualified health centers (FQHCs). Main outcome measure(s) A Spanish-translated survey assessed Spanish-speaking patients’ satisfaction with their clinical pharmacists’ communication skills and demonstration of cultural sensitivity. Results Spanish-speaking patients (N = 101) reported overall satisfaction with their clinical pharmacists’ communication skills and cultural sensitivity. Patients also indicated that pharmacists’ 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’ communication skills and demonstration of cultural sensitivity. Conclusion Overall, patients were satisfied with pharmacists’ 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.