Exploring the effect of training community pharmacy staff in mentalization-based communication on recognizing patients' drug related problems: an uncontrolled pre-post intervention study in Denmark and the Netherlands

To explore the effect of a comprehensive mentalizing education programme on pharmacy staff's ability to recognize drug related problems (DRPs) during counter conversations in community pharmacies. A multicentre, uncontrolled pre-post-intervention study was conducted in Danish and Dutch pharmacies. Over four months, pharmacists and pharmacy technicians completed a parttime mentalizing education programme. Participants documented all DRPs they recognized during six hours of counter conversations before and after the intervention. Data were analysed using mixed multilevel logistic regression, including a post-hoc comparison between countries. Forty-one participants from twenty pharmacies registered 2507 conversations. The overall increase of recognized DRP frequency from 17.5% to 22.1% was not significant ( p = 0.086). Post-hoc analysis showed a significant increase in the Netherlands (10.6%, p = 0.04). Recognized DRP-categories ‘compliance’, ‘monitoring’, and ‘education or information’ increased, while ‘drug selection’, ‘over/under dose’, and ‘toxicity/adverse drug event’ decreased. The category ‘undertreated’ decreased in Denmark, but increased in the Netherlands. In Denmark, referrals to other healthcare providers dropped from 44.8% to 21.4%. The mentalizing education programme shows promise to support pharmacy staff in recognizing and addressing DRPs, possibly through improved patient-centered communication. • Pharmacy staff can play an important role in recognizing patients' drug-related problems (DRPs). • Mentalizing is a promising concept that could potentially contribute to improve patient-centered communication. • Enhanced mentalizing capacities may result in better recognition of DRPs at the pharmacy counter. • Enhanced mentalizing capacities could support pharmacy staff to solve more DRPs themselves.