Impact of emotional intelligence of pharmacist and pharmacy techicians on potential for achieving compliance

• Main Author: Tomović Dušan
• Format: Article
• Language: English
• Published: Medicinsko društvo za racionalnu terapiju Republike Srbije 2013-01-01
• Series: Racionalna Terapija
• Subjects: emotional intelligence; compliance; pharmacist; patient
• Online Access: http://scindeks-clanci.ceon.rs/data/pdf/1821-0538/2013/1821-05381302043T.pdf
• ISSN: 1821-0538; 2217-8627

Emotional intelligence is defined as ability to process emotional information which have impact on many cognitive processes of significance for achieving professional success. Studying of emotional intelligence, in order to implement this concept in pharmacy practice, is important to improve relationship between pharmacists and patients. The aim of this study was to determine the relationship of emotional intelligence and potential for achieving patient's compliance, considering various factors that may influence them. The study included 102 patients, pharmacists and pharmacy technicians from 25 pharmacies in Kragujevac. All patients received the questionnaire, a checklist for patient counseling and a test of emotional intelligence. The relationship between emotional intelligence and potential for achieving good patient's compliance was statistically tested by linear correlation. It was shown that emotional intelligence significantly correlated with potential to improve compliance (r = 0.432). The mean value of emotional intelligence score was 185.05 ± 1.84, while the average value of the achievement of good compliance score was 17.35 ± 0.56. Different factors like ownership over pharmacy, professional satisfaction and contribution to pharmacy prosperity were significantly associated with level of emotional intelligence, while potential for achieving compliance depended on years of work experience, competence, professional development of pharmaceutical staff and caring for a patient with chronic disease at home. This study showed that pharmaceutical staff with higher level of emotional intelligence had greater potential for achieving compliance. It was found that the level of emotional intelligence of pharmaceutical staff was significantly associated with professional satisfaction, contribution to prosperity of a pharmacy and ownership over pharmacy where the study participant worked. Professional experience, competence and taking opportunities for professional development differed significantly between people with different levels of potential for improving compliance in their patients. A higher potential for achieving compliance was found among the staff who had a patient with chronic disease to care for at home.