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Quantifying the non-remunerated services provided by pharmacists in community pharmacies: a direct observational
Lisa M Kalisch Ellett1,2, Jack L Janetzki1,2, Vijayaprakash Suppiah1,3
1Clinical and Health Sciences, University of South Australia, GPO Box 2471, Adelaide, South Australia 5001, Australia.
Objectives:
To identify the types of non-remunerated services provided by pharmacists in (redacted country) community pharmacies and the time spent delivering these services.
Methods:
A direct observational study was conducted with data collected by 74 undergraduate pharmacy students on experiential placement. Each student was randomly assigned three 2-h observation periods to document the activities performed by community pharmacists. Details on the type of non-remunerated service, involved parties, and duration were recorded in Qualtrics. Descriptive statistics were used to analyze the types of services provided, the people involved, and the time taken.
Key Findings:
During 444 h of observation, 903 non-remunerated interactions were recorded. The most common types of interactions included: Queries about medicine availability (23%, n = 205). provision of medicine information to patients (12%, n = 106) and changes to dose administration aids (9%, n = 85). Most interactions involved only one other person (91%, n = 819), typically the patient or carer (79%, n = 704), and occurred face-to-face (66%, n = 594). The majority of interactions (69%, n = 624) lasted 5 min or less; however, discussions involving multiple topics were generally longer.
Conclusion:
Australian community pharmacists provide a substantial number and diverse range of non-remunerated services. While individual interactions are typically brief, the cumulative time commitment is significant and may have important public health implications.
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