Mystery shopping and coaching as a form of audit and feedback to improve community pharmacy management of non-prescription medicine requests: an intervention study
| Autor: | Jack C. Collins, Abilio C. de Almeida Neto, Clare Louise Naughtin, Rebekah Moles, Carl R. Schneider, Frances Wilson |
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| Rok vydání: | 2017 |
| Předmět: |
pharmacy
medicine.medical_specialty media_common.quotation_subject Psychological intervention Pharmacy Nonprescription Drugs Community Pharmacy Services Bachelor 030226 pharmacology & pharmacy Coaching Simulated patient Feedback 03 medical and health sciences 0302 clinical medicine Intervention (counseling) medicine Humans community pharmacy Mystery shopping 030212 general & internal medicine Prospective Studies media_common Marketing of Health Services minor ailment business.industry Research Australia Repeated measures design Mentoring General Medicine Medical Education and Training Patient Simulation Logistic Models Students Pharmacy Family medicine business simulated patient nonprescription medicine |
| Zdroj: | BMJ Open |
| ISSN: | 2044-6055 |
| Popis: | ObjectivesTo determine whether repeated mystery shopping visits with feedback improve pharmacy performance over nine visits and to determine what factors predict an appropriate outcome.DesignProspective, parallel, repeated intervention, repeated measures mystery shopping (pseudopatient) design.SettingThirty-six community pharmacies in metropolitan Sydney, Australia in March–October 2015.ParticipantsSixty-one University of Sydney pharmacy undergraduates acted as mystery shoppers. Students enrolled in their third year of Bachelor of Pharmacy in 2015 were eligible to participate. Any community pharmacy in the Sydney metropolitan region was eligible to take part and was selected through convenience sampling.InterventionRepeated mystery shopping with immediate feedback and coaching.Outcome measuresOutcome for each given scenario (appropriate or not) and questioning scores for each interaction.ResultsFive hundred and twenty-one visits were analysed, of which 54% resulted in an appropriate outcome. Questioning scores and the proportion of interactions resulting in an appropriate outcome significantly improved over time (PConclusionsRepeated mystery shopping visits with feedback were associated with improved pharmacy performance over time. Future work should focus on the role of non-pharmacist staff and design interventions accordingly. |
| Databáze: | OpenAIRE |
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