Abstract
Aim: As the primary aim of this study, we analysed whether the quality of advice provided by pharmacies in the period between 2014 (baseline study) and 2017 (follow-up study) could actually be increased using a single written performance feedback given to each pharmacy in 2014. The secondary aim of the follow-up examination was to analyse whether the quality of advice differed depending on the professional group providing the advice. Methodology: To ensure the least possible distortion in the comparison between the baseline and the follow-up studies, the study design used for the follow-up examination in 2017 was not changed compared to the baseline examination in 2014. The data for the follow-up examination were therefore collected using the simulated patient method in all 21 pharmacies in a city in the north-east of Germany. Three female and two male test buyers used four different scenarios for self-medication of acute diarrhoea in all of the pharmacies (a total of 84 test purchases). Results: There were significant differences between the overall results from the baseline study (2014) and the follow-up study (2017) (Wilcoxon signed rank test; z = –2.065, p = 0.039, r = 0.225). In the overall average, the pharmacies in 2017 achieved only 2.7 (30%) of 9 possible points whereas in 2014 they achieved 3.3 (37%). The quality of advice between the professional groups did not show any significant differences (Kruskal-Wallis test: χ2(2) = 1.946; p = 0.378, r = 0.027). Conclusions: The quality of advice for acute diarrhoea in adults declined over time. A written performance feedback intended to improve the quality proved ineffective. Interventions with a far greater impact are required to achieve an improvement in the quality of advice provided.
Highlights
In the self-medication market with over-the-counter medications from pharmacies (OTC market), patients generally request medications without previously consulting a doctor
Aim: As the primary aim of this study, we analysed whether the quality of advice provided by pharmacies in the period between 2014 and 2017 could be increased using a single written performance feedback given to each pharmacy in 2014
Interventions with a far greater impact are required to achieve an improvement in the quality of advice provided
Summary
In the self-medication market with over-the-counter medications from pharmacies (OTC market), patients generally request medications without previously consulting a doctor. For this reason, a specialist advisory service offered by pharmacies is important to be able to prevent or at least considerably minimise various risks [1] such as incorrect self-diagnosis, incorrect choice of therapy and infrequent but severe adverse effects. Providing good advice is not just an important criterion for patients. It plays an important role in the competition between pharmacies. A good advisory service can provide an important competitive edge
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