Communication needs of patients with altered hearing ability: Informing pharmacists' patient care services through focus groups

Objective: The purpose of this research is to identify communication barriers and needs for Deaf and hard-of-hearing (HOH) patients when they seek pharmaceutical care, and to better understand the impact of poor communication upon medication adherence and medication errors among this underserved population. Design: Focus group discussion Setting: Midwestern United States in September 2013 through April 2014. Participants: Deaf/HOH patients aged 18 years or older who used American Sign Language as their primary method of communication and were taking at least two long-term prescription medications. Main outcome measure: Qualitative themes. Results: Many of the Deaf/HOH still perceived community pharmacists in a dispensing role and lacked an understanding of other services being offered in this setting. In addition, pharmacists who demonstrated a lack of sensitivity and patience towards the Deaf/HOH risk weakening the relationship between patient and provider. As a result, safe use of medications is compromised. Conclusion: Deaf and HOH patients have unique needs that pharmacists must understand and address. Effective communication and literacy assessment is essential to ensure safe medication use and optimal health outcomes. Pharmacist education and staff training are needed to increase awareness of this patient population's needs and to strengthen the patient-pharmacist relationship.