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

Liza J Seubert,Laetitia Hattingh,Margaret C Watson,Kerry Whitelaw,Rhonda M Clifford,Fabienne Boeni

doi:10.3390/pharmacy5040065

Abstract

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.

Highlights

Many consumers are confident in the management of their minor ailments through self-care and self-medication [1,2]
A total of 60 people participated in the focus group discussions (33 pharmacy personnel, 27 consumers)
While consumers were more willing to exchange health information if their request was for a symptom than for a specific product/medicine, it was evident that many consumers had a poor knowledge of the professional role of the pharmacist in diagnosis and whole of patient care

Summary

Introduction

Many consumers are confident in the management of their minor ailments through self-care and self-medication [1,2]. This is facilitated by an interest in personal health, accessible health information through the internet and access to a variety of over-the-counter (OTC) medicines available without prescription [3]. Pharmacists and other pharmacy personnel are readily accessible in community pharmacies and as such ideally placed to support consumers with self-care. Professional organisations, recognise the pharmacist’s role in the provision of OTC medicines and the supervision of pharmacy personnel in the supply of these products [6]

Objectives

Results

Discussion

Conclusion