Open AccessE ncounters with immigrant customers: perspectives of D anish community pharmacy staff on challenges and solutions
Author(s) -
Mygind Anna,
Espersen Sacha,
Nørgaard Lotte Stig,
Traulsen Janine M.
Publication year - 2013
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/j.2042-7174.2012.00237.x
Subject(s) - immigration , medicine , pharmacy , ethnic group , danish , pharmacist , nursing , family medicine , sociology , linguistics , philosophy , archaeology , anthropology , history
Objectives To explore the challenges that D anish community pharmacy staff encounter when serving non‐ W estern immigrant customers. Special attention was paid to similarities and differences between the perceptions of pharmacists and pharmacy assistants. Methods A questionnaire was distributed to one pharmacist and one pharmacy assistant employed at each of the 55 community pharmacies located in the five local councils in D enmark with the highest number of immigrant inhabitants. Key findings The total response rate was 76% (84/110). Most respondents found that the needs of immigrant customers were not sufficiently assessed at the counter ( n = 55, 65%), and that their latest encounter with an immigrant customer was less satisfactory than a similar encounter with an ethnic D anish customer ( n = 48, 57%) (significantly more pharmacists than assistants: odds ratio, OR , 3.19; 95% confidence interval, CI , 1.27–8.04). Forty‐two per cent ( n = 35) perceived that immigrant customers put pressure on pharmacy staff resources, while 27% ( n = 23) found that the immigrant customer group make work more interesting. More pharmacists than assistants agreed on the latter ( OR , 3.43; 95% CI , 1.04–11.33). Within the past 14 days, 86% ( n = 72) experienced that their advice and counselling were not understood by immigrant customers, whereas 49% ( n = 41) experienced lack of understanding by ethnic Danes; and 30% ( n = 25) had consciously refrained from counselling an immigrant, whereas 19% ( n = 16) had done so with an ethnic D ane. Use of under‐aged children as interpreters during the past month was reported by 79% of respondents. Regarding suggestions on how to improve encounters with immigrant customers, most respondents listed interventions aimed at patients, general practitioners and pharmaceutical companies. Conclusions Community pharmacy staff report poorer quality in their encounters with immigrant customers, including sub‐optimal counselling and frequent use of under‐aged children as interpreters. Our study also reveals certain differences across personnel groups, which may be explained by differences in level of education.