The role of communication and health literacy on patient safety in public pharmacies in the Republic of Srpska

Abstract

Health literacy is the skill (social and cognitive) that determines the motivation and ability of the person to receive, understand and use information in order to improve and maintain good health. Communication between patients and pharmacist is essential for optimal patient safety.Objectives: To highlight the importance and present the results of conducted research and to give recom- mendations for improving the health literacy among patients and pharmacists’ communication skills. MethOds: The study was conducted in June 2013 in 5 selected branches of pharmacy-chain “Zdravlje Pharm” in Bijeljina, Republic of Srpska, Bosnia and Herzegovina. The sample consisted of 219 patients selected randomly, of whom 195 accepted the survey, and 24 rejected to participate. The instrument was previously validated and adjusted questionnaire of Pharmacy Zrenjanin, Serbia, related to patient satisfaction with pharmacy services, but also conceived needs of the thesis, with 32 close-type questions, except one. Health literacy of patients and communication with pharmacists were fol- lowed. The analysis was done in Excel, and the results are given in tables and graphs. Results: About 90% of patients reported that pharmacists give clear information during consultations and the advices helped them. A total of 65% reported to easily remember the information from the pharmacists, which shows a good level of patient health literacy; but the rest can have uncertain outcomes of the therapy and be exposed to greater safety risks. cOnclusiOns: There is a place for improvement of aspects which can contribute to better patient safety. That can be achieved by applying certification standards throughout the health care system in the Republic of Srpska.