Privacy and confidentiality: perspectives of mental health consumers and carers in pharmacy settings

Hattingh, Laetitia; Knox, Kathy; Fejzic, Jasmina; McConnell, Denise; Fowler, Jane; Mey, Amary; Kelly, Fiona; Wheeler, Amanda

doi:10.1111/ijpp.12114

Cited by 43 publications

(37 citation statements)

References 21 publications

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“…Of interest was that four of the pharmacies did not have private consultation areas as they did not provide in‐pharmacy medication review services. The possible reticence of a consumer to be singled out for consultation in a counselling booth was also raised, similar to mental health consumer research …”

Section: Discussionsupporting

confidence: 87%

“…A recent Australian study involving 74 mental health consumers and carers found consumers are likely to form trusting relationships with community pharmacy staff if they perceive pharmacies as safe health spaces . The research identified a need for pharmacy staff to be more discreet when calling out patient names, having private conversations in the pharmacy and exposing medication packs being purchased or issued . Participants of a 2010 United Kingdom (UK) community pharmacy‐based cardiovascular screening study similarly identified concerns about confidentiality and lack of privacy as barriers to participating in screening services .…”

Section: Introductionmentioning

confidence: 99%

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Utilization of community pharmacy space to enhance privacy: a qualitative study

Hattingh

Emmerton

Tin

et al. 2015

Health Expectations

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BackgroundCommunity pharmacists require access to consumers’ information about their medicines and health‐related conditions to make informed decisions regarding treatment options. Open communication between consumers and pharmacists is ideal although consumers are only likely to disclose relevant information if they feel that their privacy requirements are being acknowledged and adhered to.ObjectiveThis study sets out to explore community pharmacy privacy practices, experiences and expectations and the utilization of available space to achieve privacy.MethodsQualitative methods were used, comprising a series of face‐to‐face interviews with 25 pharmacists and 55 pharmacy customers in Perth, Western Australia, between June and August 2013.ResultsThe use of private consultation areas for certain services and sensitive discussions was supported by pharmacists and consumers although there was recognition that workflow processes in some pharmacies may need to change to maximize the use of private areas. Pharmacy staff adopted various strategies to overcome privacy obstacles such as taking consumers to a quieter part of the pharmacy, avoiding exposure of sensitive items through packaging, lowering of voices, interacting during pharmacy quiet times and telephoning consumers. Pharmacy staff and consumers regularly had to apply judgement to achieve the required level of privacy.DiscussionManagement of privacy can be challenging in the community pharmacy environment, and on‐going work in this area is important. As community pharmacy practice is increasingly becoming more involved in advanced medication and disease state management services with unique privacy requirements, pharmacies’ layouts and systems to address privacy challenges require a proactive approach.

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Section: Discussionsupporting

confidence: 87%

Section: Introductionmentioning

confidence: 99%

Utilization of community pharmacy space to enhance privacy: a qualitative study

Hattingh

Emmerton

Tin

et al. 2015

Health Expectations

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“…This indicates that there is a need for some pharmacies to improve privacy and confidentiality aspects, which has also been identified as barriers in other community pharmacy alcohol screening studies [54, 56]. An Australian study that focused on privacy and confidentiality needs of mental health consumers and carers highlighted a need for increased staff training about the importance of privacy and confidentiality, workflow models to facilitate private discussions and processes and procedures to ensure confidentiality of documentation [57]. Community pharmacies providing alcohol SBI services will similarly need to ensure that these aspects are well managed.…”

Section: Discussionmentioning

confidence: 99%

‘Making the invisible visible’ through alcohol screening and brief intervention in community pharmacies: an Australian feasibility study

2016

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BackgroundScreening and brief interventions (SBI) for alcohol related problems have been shown to be effective in health settings such as general practice or emergency departments. Recent data from the United Kingdom and New Zealand suggest that SBI can be delivered through community pharmacies, but this approach has not been tested in Australia. This study assesses the feasibility of delivering alcohol SBI via community pharmacists.MethodWe recruited five pharmacies and developed an SBI training package to be delivered by pharmacy staff, who screened consumers and delivered the brief intervention where appropriate. Consumers also completed a questionnaire on the process. At three months consumers were telephoned to enable ‘retention’ to be quantified. After completing recruitment, a semi-structured interview was conducted with pharmacists on the process of delivering the intervention, potential improvements and sustainability.ResultsFifty consumer participants were screened, ten from each pharmacy. There were 28 (57 %) men and 21 (43 %) women with one not responding. Most (67 %) were aged 25–55 years. Their AUDIT scores had a range of 0 to 39 (mean 10.9, SD 9.8) with 11 categorised as ‘hazardous (8–15)’, four as ‘harmful (16–19)’ and eight as ‘probably dependent (20+)’ consumers of alcohol. Reactions to the process of SBI were generally favourable: for example 75 % agreed that it was either appropriate or very appropriate being asked about their alcohol consumption. With respect to follow-up interviews, 23 (46 %) agreed that they could be contacted, including five from the highest AUDIT category. Subsequently 11 (48 %) were contactable at three months. Three of the five non-low risk drinkers had reduced their level of risk over the three months. Ten pharmacists participated in semi-structured telephone interviews. Overall these pharmacists were positive about the intervention and five main themes emerged from the interviews: 1) flexibility applied in recruitment of participants, 2) easiness in use of AUDIT score to facilitate discussions, 3) perceived positive intervention impact, 4) enhanced role of community pharmacists and 5) facilitators and challenges experienced.ConclusionsPharmacy-based SBI appears to be acceptable to consumers and feasible for pharmacy staff to deliver. Challenges remain in translating this potential into actual services.Electronic supplementary materialThe online version of this article (doi:10.1186/s12889-016-3805-3) contains supplementary material, which is available to authorized users.

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“…We developed a web‐based mental health promotion intervention using the intervention mapping framework . The content, learning techniques and delivery mode for the intervention were informed by a needs assessment undertaken with Australian pharmacy staff and mental health consumers and carers who use community pharmacies . A review of the literature was also undertaken to inform the study and development of questionnaires …”

Section: Methodsmentioning

confidence: 99%

“…Personal consumer narratives, which we incorporated into the intervention materials, are a form of experiential learning technique known to achieve greater impact in reducing stigma than traditional educational approaches such as lectures . Additionally, the intervention incorporated other experiential learning techniques, such as real‐life scenarios and role‐plays, raising awareness of privacy and confidentiality issues, and the impact this can have on stigma (both self‐stigma and social stigma) when not respected, to provide participants with multiple and varied opportunities to interact with the information and improve understanding and confidence . This multifaceted and innovative intervention program was delivered in a flexible web‐based mode with a series of discrete modules proven to enhance accessibility and uptake …”

Section: Methodsmentioning

confidence: 99%

A web‐based mental health promotion intervention for pharmacy staff to reduce stigmatising and discriminating attitudes

Wheeler

Mey

Fowler

et al. 2018

Health Prom J of Aust

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Issue addressed Stigma and discrimination can have a significant impact on successful mental health recovery. This research evaluated the effectiveness of a web‐based mental health promotion intervention on stigma and discrimination in community pharmacies via assessment of staff attitudes, confidence and skills. Methods Guided by the intervention mapping framework, we used experiential learning techniques, including pre‐recorded consumer/carer narratives, role‐plays and panel discussions accessed by participants in an innovative, flexible, web‐based, program of modules. A quasi‐experimental pre‐post design was used to evaluate the intervention effectiveness. Participants completed pre‐ (T1) and post‐intervention (T2) questionnaires that contained both validated measures and questions developed or adapted specifically for this evaluation. Results 566 pharmacy staff (357 pharmacists, 209 support staff) completed the intervention between September 2012 and May 2013; pharmacists completed eight online modules (4‐hours total), support staff completed four (2‐hours total). After participating, staff attitudes about mental health had changed in a positive direction; their confidence and skills when working with consumers and their carers had increased overall, although support staff remained less confident than pharmacists. Conclusion These results suggest that the involvement of consumers and carers in the intervention development and delivery was integral to reducing pharmacy staff stigma and enhancing confidence and communication skills.

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Privacy and confidentiality: perspectives of mental health consumers and carers in pharmacy settings

Cited by 43 publications

References 21 publications

Utilization of community pharmacy space to enhance privacy: a qualitative study

Utilization of community pharmacy space to enhance privacy: a qualitative study

‘Making the invisible visible’ through alcohol screening and brief intervention in community pharmacies: an Australian feasibility study

A web‐based mental health promotion intervention for pharmacy staff to reduce stigmatising and discriminating attitudes

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