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Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study

Consumers are confident managing minor ailments through self-care, often self-medicating from a range of over-the-counter (OTC) medicines available from community pharmacies. To minimise risks, pharmacy personnel endeavour to engage in a consultation when consumers present with OTC enquiries however...

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Autores principales: Seubert, Liza J, Whitelaw, Kerry, Boeni, Fabienne, Hattingh, Laetitia, Watson, Margaret C, Clifford, Rhonda M
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2017
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5748546/
https://www.ncbi.nlm.nih.gov/pubmed/29211054
http://dx.doi.org/10.3390/pharmacy5040065
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author Seubert, Liza J
Whitelaw, Kerry
Boeni, Fabienne
Hattingh, Laetitia
Watson, Margaret C
Clifford, Rhonda M
author_facet Seubert, Liza J
Whitelaw, Kerry
Boeni, Fabienne
Hattingh, Laetitia
Watson, Margaret C
Clifford, Rhonda M
author_sort Seubert, Liza J
collection PubMed
description Consumers are confident managing minor ailments through self-care, often self-medicating from a range of over-the-counter (OTC) medicines available from community pharmacies. To minimise risks, pharmacy personnel endeavour to engage in a consultation when consumers present with OTC enquiries however they find consumers resistant. The aim was to determine stakeholder perspectives regarding barriers and facilitators for information exchange during OTC consultations in community pharmacies and to understand the elicited themes in behavioural terms. Focus groups were undertaken with community pharmacist, pharmacy assistant and consumer participants. Independent duplicate analysis of transcription data was conducted using inductive and framework methods. Eight focus groups involving 60 participants were conducted. Themes that emerged indicated consumers did not understand pharmacists’ professional role, they were less likely to exchange information if asking for a specific product than if asking about symptom treatment, and they wanted privacy. Consumers were confident to self-diagnose and did not understand OTC medicine risks. Pharmacy personnel felt a duty of care to ensure consumer safety, and that with experience communication skills developed to better engage consumers in consultations. They also identified the need for privacy. Consumers need education about community pharmacists’ role and responsibilities to motivate them to engage in OTC consultations. They also require privacy when doing so.
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spelling pubmed-57485462018-01-07 Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study Seubert, Liza J Whitelaw, Kerry Boeni, Fabienne Hattingh, Laetitia Watson, Margaret C Clifford, Rhonda M Pharmacy (Basel) Article Consumers are confident managing minor ailments through self-care, often self-medicating from a range of over-the-counter (OTC) medicines available from community pharmacies. To minimise risks, pharmacy personnel endeavour to engage in a consultation when consumers present with OTC enquiries however they find consumers resistant. The aim was to determine stakeholder perspectives regarding barriers and facilitators for information exchange during OTC consultations in community pharmacies and to understand the elicited themes in behavioural terms. Focus groups were undertaken with community pharmacist, pharmacy assistant and consumer participants. Independent duplicate analysis of transcription data was conducted using inductive and framework methods. Eight focus groups involving 60 participants were conducted. Themes that emerged indicated consumers did not understand pharmacists’ professional role, they were less likely to exchange information if asking for a specific product than if asking about symptom treatment, and they wanted privacy. Consumers were confident to self-diagnose and did not understand OTC medicine risks. Pharmacy personnel felt a duty of care to ensure consumer safety, and that with experience communication skills developed to better engage consumers in consultations. They also identified the need for privacy. Consumers need education about community pharmacists’ role and responsibilities to motivate them to engage in OTC consultations. They also require privacy when doing so. MDPI 2017-12-06 /pmc/articles/PMC5748546/ /pubmed/29211054 http://dx.doi.org/10.3390/pharmacy5040065 Text en © 2017 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Seubert, Liza J
Whitelaw, Kerry
Boeni, Fabienne
Hattingh, Laetitia
Watson, Margaret C
Clifford, Rhonda M
Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study
title Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study
title_full Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study
title_fullStr Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study
title_full_unstemmed Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study
title_short Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study
title_sort barriers and facilitators for information exchange during over-the-counter consultations in community pharmacy: a focus group study
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5748546/
https://www.ncbi.nlm.nih.gov/pubmed/29211054
http://dx.doi.org/10.3390/pharmacy5040065
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