Management of common ailments requiring referral in the pharmacy: a mystery shopping intervention study
By: Collins JC, Schneider CR, Faraj R, Wilson F, de Almeida Neto AC, Moles RJ.
International Journal of Clinical Pharmacy 2017; Aug;39(4):697-703.
Summary: The goal was to determine if repeated student pharmacist mystery shopping with immediate feedback affected the outcome of scenarios requiring referral to a medical practitioner. Sixty-one student pharmacist mystery shoppers visited 13 community pharmacies across metropolitan Sydney once weekly over nine weeks between in 2015 to conduct audio-recorded mystery shopping visits with assigned scenarios (asthma, dyspepsia, diarrhea). Students returned to the pharmacy immediately to provide staff members with feedback. 158 visits were eligible for analysis. Referral to a medical practitioner was appropriately made in 66% of visits. It was concluded that mystery shopping with feedback did not improve pharmacy staff performance over time.