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Self-medication consultations in community pharmacy: an exploratory study on teams' performance, client-reported
Paulo Veiga1, Afonso M Cavaco2, Luís V Lapão3
1PhD. Research Institute for Medicines (iMed.ULisboa), Faculty of Pharmacy, University of Lisbon . Lisbon ( Portugal ). paulojcveiga@ff.ulisboa.pt.
Pharmacy Practice
|February 25, 2021
Summary
Community pharmacy teams provide effective self-medication consultations, with high client satisfaction. Consultation quality, particularly evaluation scores, significantly influences client satisfaction, highlighting the evolving clinical role of pharmacists.
Area of Science:
- Pharmaceutical Sciences
- Health Services Research
- Patient Care
Background:
- Community pharmacy teams (CPTs) play a crucial role in supporting safe and effective self-medication with non-prescription medicines.
- Understanding CPTs' performance in consultations is vital for optimizing patient care and outcomes.
Purpose of the Study:
- To evaluate community pharmacy teams' performance in self-medication consultations.
- To assess client-reported outcomes and satisfaction levels.
- To develop a model explaining factors influencing client satisfaction with pharmacy services.
Main Methods:
- A descriptive, cross-sectional exploratory study was conducted in six Portuguese community pharmacies.
- Data were gathered from a purposive sample of pharmacy clients via structured consultations and follow-up interviews.
- Consultation quality was assessed using 11 criteria, and client satisfaction was measured using a 5-point scale and regression analysis.
Main Results:
- CPTs demonstrated high compliance (93.95%) with consultation criteria, though questioning about other medications was often omitted.
- The majority of clients (93%) reported improved health after consultations, with an average satisfaction score of 4.70/5.
- Pharmacy loyalty, consultation evaluation scores, and female gender were key predictors of client satisfaction.
Conclusions:
- Client-reported outcomes and satisfaction with self-medication consultations are highly favorable.
- Consultation quality, specifically the evaluation score, is a significant determinant of client satisfaction.
- Findings suggest an expanding clinical role for pharmacists, warranting further investigation in larger studies.
Keywords:
Community Pharmacy ServicesCounselingCross-Sectional StudiesMultivariate AnalysisNonprescription DrugsPatient Reported Outcome MeasuresPatient SatisfactionPharmaciesPortugalReferral and ConsultationSelf MedicationMore Related Videos
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