Background

Although pharmaceutical staff consider guideline-compliant information exchange during self-medication consultations as crucial, they have not fully integrated it into practice. It is unclear what prevents pharmaceutical staff from implementing their positive intentions into their actual everyday practice. To improve the information exchange during the current consultation practice, a deeper understanding of its implementation is needed.

Objectives

The aim was to evaluate the factors influencing information exchange during self-medication consultations in German community pharmacies.

Methods

We performed a non-participant observation of real-life consultations with post-consultation interviews of pharmaceutical staff in 10 pharmacies. The information exchanged during self-medication consultations was evaluated via 7 guideline-recommended information parameters in 2 stages of information exchange: (a) ‘information gathering’ and (b) ‘provision of information’. Directly after each observed consultation, pharmaceutical staff's opinion about the consultation, the customer's interest and their own performance was questioned. Factors associated with the observed extent of information exchange were analysed by Poisson regression analysis.

Results

In the 379 self-medication consultations with 46 pharmaceutical staff members, 454 different customer enquiries were addressed, and 483 medications were dispensed. In median, 2 predefined information parameters (First-/Third quartile: 1/4) were fulfilled during an enquiry and 2 parameters (First-/Third quartile: 1/3) were fulfilled for a dispensed medication. Pharmaceutical staff were satisfied with 85% of their consultations and perceived 76% of them as easy to handle. In both information stages, information exchange increased when ‘customers were perceived to be interested in counselling’ (p < 0.001) and decreased when customers had a ‘specific medication request’ (p < 0.001).

Conclusions

Information exchange in pharmacies needs to be better integrated into daily practice. Strategies to encourage information exchange should also include pharmaceutical staffs’ perception of their own counselling technique. Ongoing patient-centred trainings should facilitate strategies to engage uninterested customers or costumers with specific medication requests in consultations.

中文翻译：

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什么影响社区药房自我用药咨询时的信息交流？非参与者观察研究

背景

尽管制药人员认为自我用药咨询期间符合指南的信息交流至关重要，但他们尚未将其完全融入实践。目前尚不清楚是什么阻止了制药人员将他们的积极意图实施到他们的实际日常实践中。为了改善当前咨询实践中的信息交流，需要对其实施有更深入的了解。

目标

目的是评估影响德国社区药店自我用药咨询期间信息交流的因素。

方法

我们对 10 家药房的药房工作人员进行了咨询后采访，对现实生活中的咨询进行了非参与者观察。在自我用药咨询期间交换的信息通过 7 个指南推荐的信息参数在信息交换的 2 个阶段进行评估：（a）“信息收集”和（b）“信息提供”。每次观察咨询后，制药人员对咨询的意见、客户的兴趣和他们自己的表现都会受到质疑。通过泊松回归分析分析了与观察到的信息交换程度相关的因素。

结果

在与 46 名药学工作人员的 379 次自我用药咨询中，处理了 454 种不同的客户咨询，并分发了 483 种药物。在中位数中，2 个预定义的信息参数（第一/第三四分位数：1/4）在查询期间得到满足，2 个参数（第一/第三四分位数：1/3）在分配的药物中得到满足。制药人员对 85% 的咨询感到满意，并认为其中 76% 的咨询易于处理。在这两个信息阶段，当“客户被认为对咨询感兴趣”时，信息交流会增加（p < 0.001），而当客户有“特定的药物请求”时，信息交流会减少（p < 0.001）。

结论

药房的信息交流需要更好地融入日常实践。鼓励信息交流的策略还应包括制药人员对其自身咨询技术的看法。正在进行的以患者为中心的培训应有助于制定策略，让不感兴趣的客户或有特定药物请求的顾客参与咨询。