SelfCare Focus: a selection of newly published papers on self-care from the worldwide literature. 4.Management of common ailments requiring referral in the pharmacy: a mystery shopping intervention study

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.

Abstract.

 

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