Interpersonal influence of the pharmacist on selected outcomes of exchange in the provision of counseling services

This research investigation examined the personal influence of the pharmacist as it relates to the patient's perception of pharmacists' affective behavior in the role of counselor. The study addressed the philosophy of pharmacy practice encompassing the concept of pharmaceutical care which involves direct and effective interaction with patients to support a safe, rational drug use regime. Further, the study examined patient perceptions of pharmacists' source characteristics including trustworthiness and competence, based on patient perceived affective components of interaction, and the influence of these on outcomes of exchange including self reported compliance, satisfaction, and intention to return.; A model was developed and tested incorporating three construct areas: (1) affective or influential pharmacist behaviors; (2) pharmacist source characteristics; and (3) outcomes of exchange. Implications of this model for developing service delivery and enhancement of the counseling role for pharmacists is discussed. Hypotheses were derived from a social psychology theory base and address the relationships inherent in the model. A nonexperimental, expost facto survey research approach was used for the investigation. Data were collected by self-administered questionnaires sent to patients through physician offices.; A correlation analysis was completed to test the hypotheses suggesting a co-relationship between variables included in the model. Pearson correlation analysis revealed a significant and direct relationship between variables addressing affective behavior on the part of the pharmacist and patient perceived source characteristics of the pharmacist. The correlation analysis further supported a relationship between patient perceived pharmacist source characteristics and selected outcomes of exchange included in the model.; Multiple regression analysis was completed to test the model developed. Results obtained support significance of the model with both affective components and perceived source characteristics predictive of outcomes of exchange. Absence of conditionality as an affective behavior on the part of the pharmacist was found to be a unique contributor within the model to predicting patient perceived competence and trustworthiness of the pharmacist. Both patient perceived competence and trustworthiness were significant and unique contributors to predicting patient satisfaction with service. Trustworthiness was found to significantly influence self reported compliance and intention to return as a unique contributing variable within the model, using multiple regression as a statistical tool. Stepwise regression further supported the model as developed.