Open AccessFactors influencing quality of patient interaction at community pharmacy drive‐through and walk‐in counselling areas
Author(s) -
Odukoya Olufunmilola K.,
Chui Michelle A.,
Pu Jia
Publication year - 2014
Publication title -
international journal of pharmacy practice
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.42
H-Index - 37
eISSN - 2042-7174
pISSN - 0961-7671
DOI - 10.1111/ijpp.12073
Subject(s) - medicine , pharmacy , medical prescription , pharmacist , family medicine , community pharmacy , observational study , walk in , quality (philosophy) , medical emergency , nursing , alternative medicine , philosophy , pathology , epistemology
Objective To examine factors influencing the amount of time and information pharmacy personnel provide to patients at drive‐through and walk‐in counselling areas. Methods On‐site observational data collection in 22 community pharmacies by pharmacy students. Information included observable patient characteristics such as gender, age range, E nglish proficiency and mobility impairment; encounter characteristics included type of prescription and whether the patient was acknowledged; and counselling characteristics included types of counselling information conveyed and length of time for each encounter. Key findings Patient–pharmacist encounters were documented at the drive‐through and walk‐in counselling areas 961 and 1098 times respectively. Pharmacists spent less time, and technicians more time, with patients at the drive‐through counselling area. The amount of information provided to patients was significantly affected by whether the patient was receiving new versus refill prescriptions. Patients with a new prescription were twice as likely to receive more information from pharmacy personnel. There was a significant difference between the amount of counselling provided to patients at the drive‐through and walk‐in counselling area (rate ratio ( RR ) 0.92, 95% confidence interval ( CI ): 0.86–1.00). Patients at the drive‐through received a lower amount of information relative to patients using the walk‐in. Amount of information provided to patients was affected by the level of pharmacy busyness ( RR 0.96, 95% CI : 0.95–0.99). Conclusions Providing patient care at the drive‐through counselling area may negatively influence quality of patient care. To improve quality of pharmacy drive‐through services, standardization of drive‐through services in pharmacies may be needed.