How does the public conceptualise the quality of care and its measurement in community pharmacies in the UK: a qualitative interview study

Watson, Margaret; Silver, Karin; Watkins, Ross

doi:10.1136/bmjopen-2018-027198

Cited by 12 publications

(24 citation statements)

References 16 publications

(16 reference statements)

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“…Consistent with previous research, the findings of our study suggest that pharmacies are convenient to use [ 13 , 26 , 27 ]. Pharmacies should therefore consider maintaining features such as long opening times and walk-in services, which are perceived as convenient by pharmacy users.…”

Section: Discussionsupporting

confidence: 93%

Staff and Users’ Experiences of Pharmacy-Based Sexual and Reproductive Health Services: A Qualitative Interview Study from the UK

et al. 2020

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Since August 2015, a large range of sexual health and reproductive health services have been provided in more than 120 pharmacies across Birmingham (England). Our study aimed to explore how pharmacy staff and pharmacy users experience delivering or being provided with sexual health and reproductive health services. Between March and September 2019, semi-structured interviews were conducted with 15 pharmacy staff delivering sexual and reproductive health services and 15 people who had used a sexual and reproductive health service at the pharmacy. Interviews were analysed thematically. Pharmacy users found services convenient to use and were largely satisfied with pharmacy staff consultation skills. Staff were motivated to deliver the services, although some felt that they did not receive sufficient recognition for their work. Barriers to pharmacy-based sexual and reproductive health services were identified, including lack of privacy for users, lack of staff and user awareness of the services, lack of trained staff to deliver services and lack of capacity for copper coil insertions in females presenting for emergency contraception. The identification of barriers to effective service provision can be used to improve the delivery of sexual and reproductive health services in pharmacies and lead to a greater uptake.

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Section: Discussionsupporting

confidence: 93%

Staff and Users’ Experiences of Pharmacy-Based Sexual and Reproductive Health Services: A Qualitative Interview Study from the UK

et al. 2020

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“…This is in line with the satisfaction reported by the Scottish Health Council and wider in the UK. 8 , 13 The reasons for selecting MAS for treatment demonstrated the perceived advantages of accessing and receiving treatment from a community pharmacy with ‘Convenient location’, ‘No appointment needed’ and ‘Good relationship with the pharmacy already’ chosen most often.…”

Section: Discussionmentioning

confidence: 99%

“… 7 , 12 However, a recent study conducted in the UK has shown that patients prefer community pharmacy staff to display professionalism and operate in a person-centred manner which would include those accessing MAS. 13 Systematic reviews of UK community pharmacy suggests appropriate treatment of minor ailments demonstrated by low rates of reconsultation and high rates of symptom resolution. 14 …”

Section: Introductionmentioning

confidence: 99%

Public perceptions and experiences of the minor ailment service in community pharmacy in Scotland

Boag¹,

MacLure²,

Boyter³

et al. 2021

Pharm Pract (Granada)

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Background: The Minor Ailment Service (MAS) in Scottish community pharmacy allows eligible people to gain improved access to care by providing free treatment for self-limiting conditions. Objective: To determine the perceptions and experiences of individuals using MAS and to quantify the potential impact on usage of other healthcare services. Methods: A cross-sectional survey was conducted of patients accessing MAS across Scotland during June and July 2018. Questionnaire items included reasons for choosing treatment through MAS, which other services they may have accessed had MAS not been available, experiences of consultation, overall satisfaction, and perceived effectiveness of treatment. Those accessing MAS were given a study pack including an information sheet, pre-piloted questionnaire, and pre-paid return envelope. Participants had the option to consent to an optional one-week follow up questionnaire that focused on perceived effectiveness of treatment after seven days and any further access to healthcare services such as general practice, emergency departments or repeat pharmacy visits. Results: There were 1,121 respondents to the initial questionnaire. Most reported ‘convenient Location’ as the main reason for their access to community pharmacy (n=748; 67.1%). If MAS had not been available, 59% (n=655) of participants reported that they would have accessed general practice for treatment of their minor ailment. Experience of consultations was also rated highly with all ten outcome measures scoring ‘Excellent’ overall. Satisfaction was reported positively with most participants reporting full satisfaction with the overall experience (n=960; 87.2%). At one-week follow up, 327 participants responded, over 85% (n=281) did not require further access to care to treat their minor ailment and 99.7% (n=326) said they would use MAS again. Conclusions: Positive perceptions and experiences of those using MAS demonstrate a highly regarded service in terms of satisfaction and experience of consultation. The capacity for MAS to impact on the use of higher-cost healthcare services is evidenced through the number of participants who reported these services as a point of access to care should community pharmacy not be available. This national evaluation demonstrates MAS to be a positively experienced service and outlines the factors determining access for treatment of minor ailments.

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“…Quality tended to be considered through the ‘lens’ of general practice as well as each GP’s personal experience of using community pharmacies, rather than professional interactions. The GPs’ perceptions of quality were often aligned to those of the public [ 16 ], particularly in terms of relational aspects of consultations and the importance of privacy.…”

Section: Discussionmentioning

confidence: 99%

“…A research programme was undertaken to explore stakeholders' perceptions of the quality of community pharmacy services and the management of acute consultations. Precedent studies have been completed with members of the public [16] and pharmacy personnel [15]. The aim of the study reported here was to conceptualise GPs' perceptions and beliefs about the quality of community pharmacy services in general and, more specifically, using the concept of 'always events' and the management of acute consultations.…”

Section: Introductionmentioning

confidence: 99%

“What counts can’t always be measured”: a qualitative exploration of general practitioners’ conceptualisation of quality for community pharmacy services

2020

Self Cite

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Background The expansion of community pharmacy services is one solution to relieve pressure on general practice in the United Kingdom (UK). There is a paucity of research of general practitioners’ (GPs’) perspectives of quality of care in the community pharmacy sector. The purpose of this study was to explore GPs’: Conceptualisation of quality for community pharmacy services, including the management of acute (low acuity) conditions and defining indispensable aspects of the patient experience (‘always events’) Opinions regarding whether and how to measure quality in the community pharmacy sector Method Semi-structured interviews were conducted with GPs in the UK. GPs were recruited using the snowballing technique and professional networks. Interviews were audio-recorded, transcribed and analysed using an interpretive approach. Results Interviews were completed with 20 GPs from Scotland (n = 8) and England (n = 12). Multidimensional and inter-related concepts of quality were identified; most dimensions related to patient benefit, as well as impact on GP workload or other health service provision. Interviewees cautioned that “what counts can’t always be measured”. GPs’ expectations of quality often mirrored those of their own sector, but were ambivalent about the adoption of a quality outcome framework-type approach. Pharmacist involvement was expected to ensure quality in the management of ‘acute consultations’, however, GPs lacked awareness of community pharmacy personnel type, roles and training. Interviewees’ perceptions of quality varied by pharmacy type; independent pharmacies were sometimes associated with higher quality service delivery than larger chain organisations. Conclusions Quality frameworks for community pharmacy services could be partly informed by GP experience and expectations, but need to be contextual to reflect differences between both settings. The importance of person-centred care, consistency and continuity was emphasised together with the need for competent personnel and privacy of interactions.

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How does the public conceptualise the quality of care and its measurement in community pharmacies in the UK: a qualitative interview study

Cited by 12 publications

References 16 publications

Staff and Users’ Experiences of Pharmacy-Based Sexual and Reproductive Health Services: A Qualitative Interview Study from the UK

Staff and Users’ Experiences of Pharmacy-Based Sexual and Reproductive Health Services: A Qualitative Interview Study from the UK

Public perceptions and experiences of the minor ailment service in community pharmacy in Scotland

“What counts can’t always be measured”: a qualitative exploration of general practitioners’ conceptualisation of quality for community pharmacy services

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