A conversation analytic investigation on pharmacy interactions:demonstration of expertness

Ulutaş Deniz E. A Conversation Analytic Investigation on Pharmacy Interactions. Hacettepe University Institute of Health Sciences, Ph.D. Thesis in Pharmacy Management and Legislation, Ankara, 2018. Pharmaceutical care is defined as practitioner responsibility that optimizes the patient to use drug treatment as effectively and safely as possible under all circumstances. The importance of communication skills for pharmacists having responsibilities in pharmaceutical care has been demonstrated through studies. Studies have shown that the use of good communication skills can improve patient health outcomes. Communication between pharmacist and patient is crucial not only to achieve the desired satisfaction in the patient, but also to improve the outcome of the medication and treatment. Effective, motivating and purposeful communication is one of the most important tools in drug counseling. Communication is a necessary tool for providing effective and advanced medication. Although there are a relatively large number of quantitative studies used to examine pharmacists' communications, there has been little qualitative study to examine the quality of pharmacy interactions. In this thesis study, it is aimed to investigate the interactions in the pharmacy and to determine the dynamics of the interaction in this way. 21 extracts of the 300 extracts were included in this thesis. After detailed transcriptions, the " displaying of pharmacist's expertness knowledge" interaction pattern has been identified. The pharmacist, customer and pharmacy staff-inducted extracts were investigated in three groups to display expert knowledge. It was determined that the pharmacist demonstrated his expertise by expansions and repairs, offering alternatives and account. In order to develop the interactional competencies of pharmacists, it is thought that these analyses should be increased and these should be entegrated in pharmacy education. Keywords: conversation analysis, interaction, pharmacy, expansion, expertness