Evolving role of pharmacy technicians in pharmaceutical care services: Involvement in counselling and medication reviews

BACKGROUND: Previous non-clinical traditional role of pharmacy technicians (PTs) has evolved considerably. Therefore, adequate understanding of PTs' practice of pharmaceutical care (PC) services is essential for appropriate skill mix in provision of services. OBJECTIVES: The objectives of the study were to: (1) assess PTs' sources of information and practice of pharmaceutical care, and (2) assess differences in patient-centered care practices between PTs in hospital and community pharmacy settings. METHODS: Cross-sectional survey was conducted among 100 pharmacy technicians using a structured questionnaire. Descriptive analysis was performed using SPSS version 24.0, and involvement in pharmaceutical care practices was assessed on a 3-point Likert scale. P < 0.05 was significant. RESULTS: A total of 73 (73.0%) PTs participated in the study and 44 (60.3%) practiced in hospitals. Almost all 70 (95.9%) had previously heard of PC. Sources of information was associated with place of practice (p = 0.001), highest degree (p = 0.003) and age (p = 0.000). Only a quarter 21 (28.8%) indicated it was patient-centered. The majority often assisted in dispensing/counselling 62 (84.9%). Over half often provided responsible advice on over-the-counter medicines 50 (68.5%), assisted in managing patients' medication information 49 (67.1%), initiated pharmaceutical care 43 (58.9%) and answered questions on side effects/interactions of medicines 40 (54.8%), respectively. The least often performed task was discussing possible change in therapy 21(34.2%). Significant differences were found between hospital PTs and community PTs in the frequency of intake of patients/clients for PC (p = 0.026) and assisting in dispensing/counselling (p = 0.018). CONCLUSIONS: Various sources of information was observed and this was associated with selected socio-demographics. Several PC activities were often undertaken by PTs, and some differences in practice of these activities was seen between the practice areas.