It’s not what you do it’s the way that it’s measured: quality assessment of minor ailment management in community pharmacies

Inch, Jackie; Porteous, Terry; Maskrey, Vivienne; Blyth, Andrew; Burr, Jackie; Cleland, Jennifer; Wright, David; Holland, Richard; Bond, Christine; Watson, Margaret

doi:10.1111/ijpp.12305

Cited by 18 publications

(18 citation statements)

References 15 publications

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“…National policies and resources recommend the public to seek care from the most ‘appropriate’ provider 6–8. Reassurance is needed regarding the quality of care provided in community pharmacies in general, and more specifically for self-care, which has been shown to vary, depending on the criteria used 9–1112, none refer to the management of self-care consultations despite this service being regarded the ‘shop window’ of community pharmacy 13.…”

Section: Introductionmentioning

confidence: 99%

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

2019

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ObjectivesThis study explored citizens’ perspectives about the quality of community pharmacy services in the UK and whether and how the quality of community pharmacy services should be measured.DesignSemistructured interviews and focus groups were conducted and were audio recorded, transcribed and analysed systematically using an interpretive approach.ParticipantsMembers of the public were approached via networks, such as Health and Social Care Alliance Scotland, as well as community groups and personal networks.SettingScotland, England and Wales.ResultsData were collected from 20 participants: 11 interviews and 2 focus groups (in community settings, with five and four participants). Quality was conceptualised as multidimensional with inter-related overarching themes of person-centredness, professionalism and privacy. The importance of relational aspects with pharmacy personnel was emphasised including the need for a ‘friendly’ caring service, continuity of care, being known to personnel, including their awareness of individual’s health conditions: ‘it’s quite a personal service I would say…I think it means that they care about your welfare’. Participants discussed the importance of a professional approach to customer interactions including staff behaviour and appearance. Pharmacy design influenced perceptions of privacy, including having sufficient space or a separate consultation room to promote confidential consultations with a pharmacist. Participants suggested that quality assurance is needed to improve quality and to inspire confidence in the public ‘it would drive up quality standards overall’ but suggested that quality ratings were unlikely to influence their use of specific pharmacies. They emphasised the need for multidimensional quality ratings and for transparency with their derivation.ConclusionsThe public conceptualises quality of community pharmacy services as multidimensional and value relational aspects of care provided by personnel in this setting. While the development and application of quality indicators may drive improvement, it seems unlikely to influence the public’s use of individual pharmacies.

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Section: Introductionmentioning

confidence: 99%

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

2019

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“…Standardised indicators and tools are needed to measure and improve the quality of community pharmacy services. A lack of appropriate indicators and tools may contribute to inconsistency between pharmacies and the quality of care delivered . A recent study from the UK highlighted inconsistencies in community pharmacists’ attitudes towards, and beliefs about, quality in terms of how it is defined and measured …”

Section: Introductionmentioning

confidence: 99%

Quality indicators and community pharmacy services: a scoping review

Alhusein

Watson²

2019

International Journal of Pharmacy Practice

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BackgroundQuality indicators are a commonly used improvement tool in health care. There is growing interest and activity in the use of quality indicators to improve community pharmacy practice.ObjectivesTo conduct a scoping review of the use of quality indicators for community pharmacy practice, including their methods of development and evaluation.MethodsElectronic databases (EMBASE and PubMed) were searched to identify papers published between January 2008 and April 2018. No limits were applied for language of publication or country of origin. Studies were included if they reported empirical data regarding the development or evaluation of quality indicators. All study designs were eligible for inclusion. Duplicate independent screening was undertaken of the search results. Data extraction was performed by one reviewer.ResultsOf the 988 records identified from the database search, 15 articles were included. The studies were conducted in 12 countries from six continents. Eleven studies described the development of quality indicators, eight of which included the evaluation of the psychometric properties of the indicators developed. Four studies examined the impact of quality indicators on practice all of which reported improvements in some aspects of quality, mainly with structure indicators rather than those relating to process and outcome.ConclusionsWhilst there is a growing emphasis on promoting improvement in community pharmacy services, evidence is lacking of the effect of indicators on improving quality. Measurable process and outcome indicators are needed. The future development of quality indicators would also benefit from a multi‐stakeholder approach.

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“…The third study which the author of the letter referenced is a study from the UK examining a PPMA program; none of this study’s findings suggest that a physician visit would be an improvement over pharmacist prescribing since there is no comparator [ 5 ].…”

Section: State Of the Evidence On Pharmacist Prescribing Programs’ Efmentioning

confidence: 99%

Response to: Costs and savings associated with a pharmacists prescribing for minor ailments program in Saskatchewan

Rafferty

Yaghoubi

Taylor

et al. 2018

Cost Eff Resour Alloc

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It’s not what you do it’s the way that it’s measured: quality assessment of minor ailment management in community pharmacies

Cited by 18 publications

References 15 publications

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

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

Quality indicators and community pharmacy services: a scoping review

Response to: Costs and savings associated with a pharmacists prescribing for minor ailments program in Saskatchewan

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