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Australian Journal of Pharmacy : November 2006
pharmacy practice research • approved CPE AJPCPE education Pharmacist interviews Telephone interviews were conducted with pharmacists on duty from randomly selected pharmacies. The survey focused on how pharmacies currently involved consumers in evaluating and shaping service delivery and facilities, or how they could do so. The pharmacist survey was conducted to bridge the percep- tual gap between the service providers and the customers regard- ing the needs of consumers, and, in turn, to assist with the devel- opment of better strategies to improve relationships and experiences. Face-to-face and telephone interviews with stakeholders Thirteen interviews were conducted with professional and/or government organisations and consumer organisations, com- prising 16 participants. Their purpose was to determine: 1. if consumer needs and expectations are met; 2. gaps and deficiencies in service; 3. how consumers are involved in quality improvement and development; and 4. how consumer participation can be encouraged. Specific groups included: people living in rural areas; older people; carers; people living with chronic conditions including HIV/AIDS; injecting and illicit drug users; people from culturally and linguistically diverse communities; and indigenous groups. Focus groups with consumers Twelve focus group meetings were conducted with consumer organisations, comprising 92 participants, representing either general health consumers or consumers with specific health con- ditions. The overall purpose of these focus groups was the same as for the stakeholder focus groups. Specific groups included: people living in rural areas; older people; carers; people living with chronic conditions; people from culturally and linguistically diverse communities; and indigenous groups. Literature review A review of literature on consumer needs, experiences and expectations of community pharmacy, and consumer participa- tion in health, was undertaken. * The project team for ‘Consumer needs, experiences and expectations of community pharmacy’ included: Kathy Mott, Uni SA; Frances Eltridge, Harrison Health Research; Professor Andrew Gilbert, Quality Use of Medicines and Pharmacy Research Centre (QUMPRC), Uni SA; Tony Lawson, Tony Lawson Consulting; Dr Agnes Vitry and Dr Deepa Rau, QUMPRC, Uni SA; Dr Derek Weir and Tony Wade, Australia’s Health. This project was funded by the Australian Government Department of Health and Ageing as part of the Third Community Pharmacy Agreement. The full report can be accessed on the Research and Development section of the Pharmacy Guild of Australia website www.guild.org.au/research. 74 ? THE AUSTRALIAN JOURNAL OF PHARMACY VOL. 87 NOVEMBER 2006 CPE POINTS Articles in Pharmacy Practice Research offer readers who are members of the Australian College of Pharmacy Practice and Management the opportunity to take the following test and gain half (0.5) a CPE credit point. Answers should be submitted by the 25th of the month following the month of issue. Mark the correct statements. There is only one correct statement per question. Answers with your name and address should be forwarded to: ACPP, PO BOX 7007, CANBERRA BC ACT 2610 or fax: (02) 6273 8988 or submit postage-free online through the Online CPE tab on the ACPP website: www.acp.edu.au (choose ‘Australian Journal of Pharmacy’) 1. The aim of this research was to contribute to improving relationships: (a) between consumers, pharmacy staff and government. (b) between consumers, pharmacy staff and government and contributing to the development of consumer focused policy and pharmacy services. (c) between government and consumers. (d) between government and pharmacy staff. 2. The definition of a health consumer is a person who: (a) visits a pharmacy once every eight weeks. (b) visits a pharmacy at least once a month. (c) is either personally or a carer for someone with an ongoing condition requiring treatment, medication or monitoring. (d) (b) and (c) 3. Consumer needs most frequently identified were: (a) Ready access to needed medicines including shorter waiting times for prescriptions to be dispensed. (b) The need for consistent provision of written information, both about medicines and about the services that community pharmacy offers. (c) To speak with the pharmacist about how to use the medicine and receive written instructions on how to use the medicine. (d) all of the above experiences of community pharmacy. 4. The recommendations encompass the topics of: (a) medicines supply, medicines information and privacy, (b) raising expectations of community pharmacy professional services. (c) the way forward, and monitoring research on consumer. (d) all of the above 5. Which of the following research methods were used in this study? (a) Telephone interviews with health consumers and the general public. (b) Exit interviews with community pharmacy customers. (c) Focus groups with consumers. (d) all of the above s CONTINUING PROFESSIONAL EDUCATION