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Pharmacy 2017, 5(4), 65;

Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study

Division of Pharmacy, The University of Western Australia, M315, 35 Stirling Hwy, Crawley, WA 6009, Australia
Department of Pharmaceutical Sciences, Pharmaceutical Care Research Group, University of Basel, Klingelbergstrasse 50, CH-4056 Basel, Switzerland
School of Pharmacy and Pharmacology, Griffith University, Gold Coast Campus, Southport, QLD 4222, Australia
Department of Pharmacy and Pharmacology, University of Bath, 5W 3.33, Claverton Down, Bath BA2 7AY, UK
Author to whom correspondence should be addressed.
Received: 27 October 2017 / Revised: 29 November 2017 / Accepted: 1 December 2017 / Published: 6 December 2017
(This article belongs to the Special Issue Communication in Pharmacy Practice)
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Consumers are confident managing minor ailments through self-care, often self-medicating from a range of over-the-counter (OTC) medicines available from community pharmacies. To minimise risks, pharmacy personnel endeavour to engage in a consultation when consumers present with OTC enquiries however they find consumers resistant. The aim was to determine stakeholder perspectives regarding barriers and facilitators for information exchange during OTC consultations in community pharmacies and to understand the elicited themes in behavioural terms. Focus groups were undertaken with community pharmacist, pharmacy assistant and consumer participants. Independent duplicate analysis of transcription data was conducted using inductive and framework methods. Eight focus groups involving 60 participants were conducted. Themes that emerged indicated consumers did not understand pharmacists’ professional role, they were less likely to exchange information if asking for a specific product than if asking about symptom treatment, and they wanted privacy. Consumers were confident to self-diagnose and did not understand OTC medicine risks. Pharmacy personnel felt a duty of care to ensure consumer safety, and that with experience communication skills developed to better engage consumers in consultations. They also identified the need for privacy. Consumers need education about community pharmacists’ role and responsibilities to motivate them to engage in OTC consultations. They also require privacy when doing so. View Full-Text
Keywords: communication; nonprescription drugs; over-the-counter drugs; pharmacists; pharmacy; focus group communication; nonprescription drugs; over-the-counter drugs; pharmacists; pharmacy; focus group

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Seubert, L.J.; Whitelaw, K.; Boeni, F.; Hattingh, L.; Watson, M.C.; Clifford, R.M. Barriers and Facilitators for Information Exchange during Over-The-Counter Consultations in Community Pharmacy: A Focus Group Study. Pharmacy 2017, 5, 65.

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