Patient evaluations of pharmacist performance with variations in attire and communication levels

Journal of the American Pharmacists Association

Volumn 45, Issue 5, 2005, Pages 600-607

  Bentley, John P ^a   Stroup, Lindsey J ^b   Wilkin, Noel E ^a   Bouldin, Alicia S ^a  

^a UNIVERSITY OF MISSISSIPPI   (United States)

^b Wal Mart Stores Inc   (United States)

Author keywords

Attire; Community and ambulatory pharmacy; Patient satisfaction; Professionalism

Indexed keywords

ARTICLE; BEHAVIOR; CONTROLLED STUDY; EVALUATION; GROOMING; HEALTH CARE QUALITY; HEALTH SERVICE; HUMAN; HUMAN RELATION; INTERPERSONAL COMMUNICATION; JOB PERFORMANCE; PATIENT SATISFACTION; PHARMACIST; PHARMACIST ATTITUDE; PHARMACY; PROFESSIONALISM; ADULT; CLINICAL TRIAL; CONTROLLED CLINICAL TRIAL; CROSS-SECTIONAL STUDY; MIDDLE AGED; RANDOMIZED CONTROLLED TRIAL; STANDARD; VIDEORECORDING;

ADULT; COMMUNICATION; CROSS-SECTIONAL STUDIES; HUMANS; MIDDLE AGED; PHARMACIES; PHARMACISTS; PROFESSIONAL-PATIENT RELATIONS; VIDEOTAPE RECORDING;

EID: 33644655911     PISSN: 15443191     EISSN: 15443450     Source Type: Journal    
DOI: 10.1331/1544345055001337     Document Type: Article

References (45)

1. Cruess SR, Cruess RL. Professionalism must be taught. BMJ. 1997;315:1674-7.
2. Medical professionalism in the new millennium: a physician charter. Ann Intern Med. 2002;136:243-6.
3. White paper on pharmacy student professionalism. J Am Pharm Assoc. 2000;40:96-102.
4. Papadakis MA, Loeser H, Healy K. Early detection and evaluation of professionalism deficiencies in medical students: one school's approach. Acad Med. 2001;76:1100-6.
5. Hammer DP, Berger BA, Beardsley RS, Easton MR. Student professionalism. Am J Pharm Educ. 2003;67(3):article 96.
6. Cruess RL, Cruess SR, Johnston SE. Renewing professionalism: an opportunity for medicine. Acad Med. 1999;74:878-84.
7. Blank L, Kimball H, McDonald W, et al. Medical professionalism in the new millennium: a physician charter 15 months later. Ann Intern Med. 2003;138:839-41.
8. Chalmers RK, Adler DS, Haddad AM, et al. The essential linkage of professional socialization and pharmaceutical care. Am J Pharm Educ. 1995;59:85-90.
9. Schack DW, Hepler CD. Modification of Hall's professionalism scale for use with pharmacists. Am J Pharm Educ. 1979;43:98-104.
10. Hammer DP, Mason HL, Chalmers RK, et al. Development and testing of an instrument to assess behavioral professionalism of pharmacy students. Am J Pharm Educ. 2000;64:141-51.
11. Arnold L. Assessing professional behavior: yesterday, today, and tomorrow. Acad Med. 2002;77:502-15.
12. Kanzler MH, Gorsulowsky DC. Patients' attitudes regarding physical characteristics of medical care providers in dermatologic practices. Arch Dermatol. 2002;138:463-6.
13. Brosky ME, Keefer OA, Hodges JS, et al. Patient perceptions of professionalism in dentistry. J Dent Educ. 2003;67:909-15.
14. Keenum AJ, Wallace LS, Stevens AR. Patients' attitudes regarding physical characteristics of family practice physicians. South Med J. 2003;96:1190-4.
15. DeKeyser FG, Wruble AW, Margalith I. Patients voice issues of dress and address. Holist Nurs Pract. 2003;17:290-4.
16. Brandt LJ. On the value of an old dress code in the new millennium. Arch Intern Med. 2003;163:1277-61.
17. Young JW. Symptom disclosure to male and female physicians: effects of sex, physical attractiveness, and symptom type. J Behav Med. 1979;2:159-69.
18. Hammer DP. Professionalism: what's happening in schools and colleges of pharmacy. Pharm Student. 2002(September/October):16-17.
19. AACP Center for the Advancement of Pharmaceutical Education (CAPE) Advisory Panel on Educational Outcomes. Educational Outcomes. Accessed at www.aacp.org/Docs/MainNavigation/ForDeans/5763_CAPEoutcomes.pdf, June 1, 2004.
20. Hedberg SE. Clothes and confidence. N Engl J Med. 1969;280:620.
21. Dunn JJ, Lee TH, Percelay JM, et al. Patient and house officer attitudes on physician attire and etiquette. JAMA. 1987;257:65-8.
22. McNaughton-Filion L, Chen JS, Norton PG. The physician's appearance. Fam Med. 1991;23:208-11.
23. McKinstry B, Wang JX. Putting on the style: what patients think of the way their doctor dresses. Br J Gen Pract. 1991;41:275-8.
24. Gledhill JA, Warner JP, King M. Psychiatrists and their patients: views on forms of dress and address. Br J Psychiatry. 1997;171:228-32.
25. Menahem S, Shvartzman P. Is our appearance important to our patients? Fam Pract. 1998;15:391-7.
26. Bress MM. Dignity not made by clothes. N Engl J Med. 1969;280:222.
27. Neinstein LS, Stewart D, Gordon N. Effect of physician dress style on patient-physician relationship. J Adolesc Health Care. 1985;6:456-9.
28. Sanders LD, Gildersleve CD, Rees LT, White M. The impact of the appearance of the anaesthetist on the patient's perception of the preoperative visit. Anaesthesia. 1991;46:1056-8.
29. Hennessy N, Harrison DA, Aitkenhead AR. The effect of the anaesthetist's attire on patient attitudes. The influence of dress on patient perception of the anaesthetist's prestige. Anaesthesia. 1993;48:219-22.
30. Baevsky RH, Fisher AL, Smithline HA, Salzberg MR. The influence of physician attire on patient satisfaction. Acad Emerg Med. 1998;5:82-4.
31. Jacoby JL, Fulton J, Pronchik D, et al. Scrubs versus professional attire: ED patients are indifferent. Am J Emerg Med. 2004;22:61-2.
32. Schommer JC. An experimental approach for investigating consumers' evaluation of pharmacist consultation services. AAPS PharmSci. 2000;2(2): article 15.
33. Hair JF, Anderson RE, Tatham RL, Black WC. Multivariate data analysis, 5th ed. Upper Saddle River, N.J.: Prentice-Hall; 1998.
34. Bitner MJ, Hubbert AR. Encounter satisfaction versus overall satisfaction versus quality: the customer's voice. In: Rust RT, Oliver RL. Service quality: new directions in theory and practice. Thousand Oaks, Calif.: Sage Publications; 1994:72-94.
35. Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail. 1988;64:12-40.
36. Nunnally JC. Psychometric theory, 2nd ed. New York: McGraw-Hill; 1978.
37. Keppel G, Wickens TD. Design and analysis: a researcher's handbook, 4th ed. Upper Saddle River, N.J.: Pearson Prentice Hall; 2004.
38. Cohen J. Statistical power analysis for the behavioral sciences, 2nd ed. Hillsdale, N.J.: Lawrence Erlbaum and Associates; 1988.
39. Zeithaml VA. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. J Mark. 1988;52(3):2-22.
40. Olson JC. Price as an informational cue: effects on product evaluations. In: Woodside AG, Sheth JN, Bennett PD. Consumer and industrial buying behavior. New York: North Holland Publishing Company; 1977:267-66.
41. Taylor PG. Does dress influence how parents first perceive house staff competence? Am J Dis Child. 1987;141:426-8.
42. Holloman LO. Violence and other antisocial behaviors in public schools: can dress codes help solve the problem? J Fam Consum Sci. 1995;87(4):33-38.
43. Brunsma DL, Rockquemore KA. Effects of student uniforms on attendance, behavior problems, substance use, and academic achievement. J Educ Res. 1998;92:53-62.
44. White KA. Do school uniforms fit? Sch Adm. 2000;57(2):36-40.
45. DeMitchell TA, Fossey R, Cobb C. Dress codes in the public schools: principals, policies, and precepts. J Law Educ. 2000;29:31-49.