Skip to main content
SpringerLink
Log in

Consumers and Carers Versus Pharmacy Staff: Do Their Priorities for Australian Pharmacy Services Align?

  • Original Research Article
  • Published:
The Patient - Patient-Centered Outcomes Research Aims and scope Submit manuscript

Abstract

Background

Health professionals, including pharmacists, are encouraged to meet the needs of their consumers in an efficient and patient-centred manner. Yet, there is limited information as to what consumers with chronic conditions need from pharmacy as a healthcare destination or how well pharmacy staff understand these needs.

Objective

The aim of this study was to identify service user priorities for ideal community pharmacy services for consumers with chronic conditions and their carers, and compare these priorities with what pharmacy staff think these groups want.

Methods

The nominal group technique was undertaken with pharmacist, pharmacy support staff, consumer and carer groups in four Australian regions between December 2012 and April 2013. Participant ideas and priorities for ideal services or care were identified, and contextual insight was obtained by thematic analysis.

Results

Twenty-one nominal group sessions are accepted, including 15 consumer and carer, four pharmacist and two pharmacy support staff groups. Pharmacy staff views generally aligned with consumer priorities, such as access, affordability, patient-centred care and continuity and coordinated care, yet diverged with respect to consumer information or education on medication and services. Fundamentally, consumers and carers sought streamlined access to information and medication, in a coordinated, patient-centred approach. Alleviating financial burden was a key consumer priority, with a call for the continuation and extension of medication subsidies.

Conclusion

Overall, pharmacy staff had a reasonable understanding of what consumers would prioritise, but further emphasis on the importance, delivery, or both, of consumer information is needed. Greater consideration is needed from policy makers regarding the financial barriers to accessing medication for consumers with chronic conditions.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

Notes

  1. The Australian Government provides assistance for low income earners in the form of a concession card. This allows medication to be obtained at a cheaper price.

  2. Australian’s who reach a certain threshold on medications are entitled to either reduced (co-pay) or free medication supply for the rest of the calendar year.

References

  1. Australian Commission on Safety and Quality in Health Care. Patient-centred care: improving quality and safety through partnerships with patients and consumers. Sydney; 2011.

  2. International Alliance of Patients Organizations. Declaration on patient-centred health care. International Alliance of Patients Organizations. 2006. http://www.patienttalk.info/IAPOdeclaration.pdf. Accessed 14 July 2014.

  3. Department of Health. NHS patient experience framework. Department of Health, United Kingdom. 2012. https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/215159/dh_132788.pdf. Accessed 26 Nov 2014.

  4. Canadian Association of Chain Drug Stores. 9000 points of care: improving access to affordable healthcare. 2013. http://9000pointsofcare.ca/. Accessed 26 Nov 2014.

  5. Smith J, Picton C, Dayan M. Now or never: shaping pharmacy for the future. London; 2013.

  6. Giberson S, Yoder S, Lee MP. Improving patient and health system outcomes through advanced pharmacy practice. A report to the US Surgeon General: Office of the Chief Pharmacist, US Public Health Service; 2011.

  7. Pharmaceutical Society of Australia. Australians stay healthier: PSA’s call to action on chronic disease. Canberra; 2013.

  8. Australian Department of Health and Ageing. Pharmacy: previous Community Pharmacy Agreements. Australian Department of Health and Ageing. 2011. http://www.health.gov.au/internet/main/publishing.nsf/Content/previous-community-pharmacy-agreements. Accessed 26 Nov 2014.

  9. Australian Government Department of Health. Medication Use Review (MedsCheck) and Diabetes Medication Management Services (Diabetes MedsCheck). http://www.health.gov.au/internet/main/publishing.nsf/Content/fifth-community-pharmacy-agreement-mur. Accessed 26 Nov 2014.

  10. Community Pharmacy Scotland. NHS Care Services: Chronic Medication Service. 2012. http://www.communitypharmacyscotland.org.uk/nhs_care_services/chronic_medication_service/what_is_the_chronic_medication_service.asp. Accessed 26 Nov 2014.

  11. TAS. About the Community Pharmacy Long Term Conditions Service. Central TAS. 2008. http://www.centraltas.co.nz/CommunityPharmacyProgramme/LTCServicePHAMSExceptionalCircumstances/tabid/331/Default.aspx. Accessed 26 Nov 2014.

  12. Pharmaceutical Society of Australia. Better health outcomes through improved primary care: optimising pharmacy’s contribution. 2014.

  13. Building upon pharmacists’ practice in Australia: a vision for the profession. 2014.

  14. Legislative Council Legal and Social Issues Legislation Committee. Inquiry into community pharmacy in Victoria. Victoria; 2014.

  15. Pharmaceutical Society of Australia. Guidelines for the Continued Dispensing of eligible prescribed medicines by pharmacists. Pharmaceutical Society of Australia. 2012. http://www.psa.org.au/download/guidelines/medication-management/continued-dispensing-practice-guide.pdf. Accessed 26 Nov 2014.

  16. Duckett S, Breadon P, Ginnivan L. Access all areas: new solutions for GP shortages in rural Australia. Melbourne: Grattan Institute; 2013.

    Google Scholar 

  17. Shea B, Santesso N, Qualman A, Heiberg T, Leong A, Judd M, et al. Consumer-driven health care: building partnerships in research. Health Expect. 2005;8(4):352–9.

    Article  PubMed  Google Scholar 

  18. Ronksley PE, Sanmartin C, Quan H, Ravani P, Tonelli M, Manns B, et al. Association between chronic conditions and perceived unmet health care needs. Open Med. 2012;6(2):e48–58.

    PubMed Central  PubMed  Google Scholar 

  19. Jeon Y, Jowsey T, Yen L, Glasgow NJ, Essue B, Kljakovic M, et al. Achieving a balanced life in the face of chronic illness. Aust J Prim Health. 2010;16(1):66–74.

    Article  PubMed  Google Scholar 

  20. Yen L, Gillespie J, Rn YH, Kljakovic M, Anne Brien J, Jan S, et al. Health professionals, patients and chronic illness policy: a qualitative study. Health Expect. 2011;14(1):10–20.

    Article  PubMed  Google Scholar 

  21. Komaric N, Bedford S, van Driel ML. Two sides of the coin: patient and provider perceptions of health care delivery to patients from culturally and linguistically diverse backgrounds. BMC Health Serv Res. 2012;12:322.

    Article  PubMed Central  PubMed  Google Scholar 

  22. Kendall E, Barnett L. Principles for the development of Aboriginal health interventions: culturally appropriate methods through systemic empathy. Ethn Health. 2014. doi:10.1080/13557858.2014.921897.

  23. Henderson S, Kendall E. Culturally and linguistically diverse peoples’ knowledge of accessibility and utilisation of health services: exploring the need for improvement in health service delivery. Aust J Prim Health. 2011;17(2):195–201.

    Article  PubMed  Google Scholar 

  24. Swain L, Barclay L. They’ve given me that many tablets, I’m bushed. I don’t know where I’m going: Aboriginal and Torres Strait Islander peoples’ experiences with medicines. Aust J Rural Health. 2013;21(4):216–9.

    Article  PubMed  Google Scholar 

  25. Hamrosi K, Taylor SJ, Aslani P. Issues with prescribed medications in Aboriginal communities: Aboriginal health workers’ perspectives. Rural Remote Health. 2006;6(2):557.

    PubMed  Google Scholar 

  26. Henderson S, Kendall E, See L. The effectiveness of culturally appropriate interventions to manage or prevent chronic disease in culturally and linguistically diverse communities: a systematic literature review. Health Soc Care Community. 2011;19(3):225–49.

    Article  PubMed  Google Scholar 

  27. Australian Bureau of Statistics. 3238.0.55.001—Estimates of Aboriginal and Torres Strait Islander Australians, June 2011. 2011. http://www.abs.gov.au/ausstats/abs@.nsf/mf/3238.0.55.001. Accessed 26 Nov 2014.

  28. Australian Institute of Health and Welfare. Australia’s health 2014—in brief. 2014.

  29. Council of Australian Governments. National Indigenous Reform Agreement. 2012. http://www.federalfinancialrelations.gov.au/content/npa/health_indigenous/indigenous-reform/national-agreement_sept_12.pdf. Accessed 26 Nov 2014.

  30. Australian Government Department of Health and Ageing. Closing the Gap: Indigenous Chronic Disease Package PBS Co-Payment Measure Pharmacy Staff Resource Booklet. ACT; 2010.

  31. Australian Government Department of Human Services. Closing the Gap—PBS co-payment measure. 2013. https://www.medicareaustralia.gov.au/provider/pbs/prescriber/closing-the-gap.jsp. Accessed 26 Nov 2014.

  32. Australian Government Department of Health and Ageing, The Pharmacy Guild of Australia, National Aboriginal Community Controlled Health Organisation. Quality Use of Medicines Maximised for Aboriginal and Torres Strait Islander People (QUMAX). 2013. http://5cpa.com.au/programs/aboriginal-and-torres-strait-islander-initiatives/qumax-quality-use-of-medicines-maximised-for-aboriginal-torres-strait-islander/. Accessed 26 Nov 2014.

  33. Tully M, Cantrill J. The use of the nominal group technique in pharmacy practice research: processes and practicalities. J Soc Admin Pharm. 1997;14(2):93–104.

    Google Scholar 

  34. Bradley F, Schafheutle EI, Willis SC, Noyce PR. Changes to supervision in community pharmacy: pharmacist and pharmacy support staff views. Health Soc Care Community. 2013;21(6):644–54.

    PubMed  Google Scholar 

  35. Hutchings HA, Rapport FL, Wright S, Doel MA, Wainwright P. Obtaining consensus regarding patient-centred professionalism in community pharmacy: nominal group work activity with professionals, stakeholders and members of the public. Int J Pharm Pract. 2010;18(3):149–58.

    PubMed  Google Scholar 

  36. McMillan SS, Kelly F, Sav A, Kendall E, King MA, Whitty JA, et al. Using the nominal group technique: how to analyse across multiple groups. Health Serv Outcomes Res Method. 2014;14:92–108.

    Article  Google Scholar 

  37. McMillan SS, Kelly F, Sav A, King MA, Whitty JA, Wheeler AJ. Consumer and carer views of Australian community pharmacy practice: awareness, experiences and expectations. J Pharm Health Serv Res. 2014;5(1):29–36.

    Article  Google Scholar 

  38. Gonzales CK, Leroy G. Eliciting used requirements using appreciative inquiry. Empir Software Eng. 2011;16:733–72.

    Article  Google Scholar 

  39. Bissell P, Ward PR, Noyce PR. Appropriateness measurement: application to advice-giving in community pharmacies. Soc Sci Med. 2000;51(3):343–59.

    Article  CAS  PubMed  Google Scholar 

  40. Liamputtong P. Research methods in health: foundations for evidence-based practice. Sydney: Oxford University Press; 2010.

    Google Scholar 

  41. Van Breda AD. Steps to analysing multiple-group NGT data. Soc Work Pract Res. 2005;17(1):1–14.

    Google Scholar 

  42. Morgan S, Yoder LH. A concept analysis of person-centered care. J Holistic Nurs. 2012;30(1):6–15.

    Article  Google Scholar 

  43. Pharmaceutical Society of Australia. Guide to providing pharmacy services to Aboriginal and Torres Strait Islander people. 2014.

  44. The Pharmaceutical Society of Australia. Professional Practice Standards—Version 4—June 2010. Pharmaceutical Society of Australia. 2010. http://www.psa.org.au/download/standards/professional-practice-standards-v4.pdf. Accessed 26 Nov 2014.

  45. Braund R, Chesney KM, Keast EP, Ng LJ, Qi S, Samaranayaka S, et al. Are all pharmacy staff interested in potential future roles? Int J Pharm Prac. 2012;20(6):417–21.

    Article  Google Scholar 

  46. Hamrosi KK, Aslani P, Raynor DK. Beyond needs and expectations: identifying the barriers and facilitators to written medicine information provision and use in Australia. Health Expect. 2014;17(2):220–31.

    Article  PubMed  Google Scholar 

  47. Shah B, Chewning B. Conceptualizing and measuring pharmacist-patient communication: a review of published studies. Res Soc Adm Pharm. 2006;2(2):153–85.

    Article  Google Scholar 

  48. Simmons-Yon A, Roth MT, Vu M, Kavalieratos D, Weinberger M, Rao JK. Understanding pharmacists’ experiences with advice-giving in the community pharmacy setting: a focus group study. Patient Educ Couns. 2012;89(3):476–83.

    Article  PubMed  Google Scholar 

  49. Chong CP, March G, Clark A, Gilbert A, Hassali MA, Bahari MB. A nationwide study on generic medicines substitution practices of Australian community pharmacists and patient acceptance. Health Policy. 2011;99(2):139–48.

    Article  PubMed  Google Scholar 

  50. Mey A, Knox K, Kelly F, Davey AK, Fowler J, Hattingh L, et al. Trust and safe spaces: mental health consumers’ and carers’ relationships with community pharmacy staff. Patient. 2013;6(4):281–9.

    Article  PubMed  Google Scholar 

  51. McMillan SS, Sav A, Kelly F, King MA, Whitty JA, Wheeler AJ. How to attract them and keep them: the pharmacy attributes that matter to Australian residents with chronic conditions. Int J Pharm Prac. 2013;22(4):238–45.

    Article  Google Scholar 

  52. Kelley JM, Kraft-Todd G, Schapira L, Kossowsky J, Riess H. The influence of the patient-clinician relationship on healthcare outcomes: a systematic review and meta-analysis of randomized controlled trials. PloS one. 2014;9(4):e94207.

    Article  PubMed Central  PubMed  Google Scholar 

  53. Swain L. Pharmacy assistant school-based traineeships for Aboriginal students. Aust Pharm. 2010;29(10):814.

    Google Scholar 

  54. Kendall E, Barnett L. Principles for the development of Aboriginal health interventions: culturally appropriate methods through systemic empathy. Ethn Health. 2014:1–16 (2014/07/06 ed).

  55. Australian Institute of Health and Welfare. Aboriginal and Torres Strait Islander Health Performance Framework 2012. Canberra: Australian Institute of Health and Welfare; 2013.

    Google Scholar 

  56. Australian Government Department of Health, The Pharmacy Guild of Australia. Aboriginal & Torres Strait Islander Pharmacy Scholarship Program. 5CPA. 2014. http://5cpa.com.au/programs/aboriginal-and-torres-strait-islander-initiatives/aboriginal-torres-strait-islander-pharmacy-scholarship-program/. Accessed 15 May 2014.

  57. Australian Institute of Health and Welfare. Australia’s health 2012. Australia’s health no. 13. Cat. no. AUS 156. Canberra: Australian Institute of Health and Welfare; 2012.

  58. Whitty JA, Sav A, Kelly F, King MA, McMillan SS, Kendall E, et al. Chronic conditions, financial burden and pharmaceutical pricing: insights from Australian consumers. Aust Health Rev. 2014;38(5):589–95.

    Article  PubMed  Google Scholar 

  59. Moffat C. Increased PBS co-payment to place pressure on pharmacy. Pharmacy News. 2014. http://www.pharmacynews.com.au/news/latest-news/increased-pbs-co-payment-to-place-pressure-on-phar. Accessed 14 May 2014.

  60. Briesacher BA, Gurwitz JH, Soumerai SB. Patients at-risk for cost-related medication nonadherence: a review of the literature. J Gen Intern Med. 2007;22(6):864–71.

    Article  PubMed Central  PubMed  Google Scholar 

  61. Hynd A, Roughead EE, Preen DB, Glover J, Bulsara M, Semmens J. Increased patient co-payments and changes in PBS-subsidised prescription medicines dispensed in Western Australia. Aust N Z J Public Health. 2009;33(3):246–52.

    Article  PubMed  Google Scholar 

  62. Norris PT, Horsburgh S, Cumming J, Tordoff J. Prescription charge increases in New Zealand penalise the poor and sick. J Prim Health Care. 2014;6(1):4–5.

    PubMed  Google Scholar 

  63. Choudhry NK, Bykov K, Shrank WH, Toscano M, Rawlins WS, Reisman L, et al. Eliminating medication copayments reduces disparities in cardiovascular care. Health Aff (Millwood). 2014;33(5):863–70.

    Article  Google Scholar 

  64. McMillan SS, Wheeler AJ, Sav A, King MA, Whitty JA, Kendall E, et al. Community pharmacy in Australia: the health hub destination of the future. Res Soc Admin Pharm. 2013;9(6):863–75.

    Article  Google Scholar 

Download references

Acknowledgments

A sincere thanks to all nominal group participants, as well as Beth Hunter, Rhonda Knights, Claire Campbell, and local champions who helped us to organise each group session. The researchers are also appreciative to the reviewers for their feedback.

Funding

This project is funded by the Australian Government Department of Health as part of the Fifth Community Pharmacy Agreement Research and Development Programme managed by The Pharmacy Guild of Australia. The financial assistance provided must not be taken as endorsement of the contents of this study.

Conflict of interest

None.

Contributors

FK, EK, MAK, JAW and AJW participated in the design of the main study; SSM, AS and FK were involved in designing and facilitating the nominal groups, as well as analysing the data. All authors validated the thematic framework used for data analysis. EK and AJW provided feedback on the analysis method. SSM drafted the manuscript and all authors provided editorial comments. All authors read and approved the final manuscript. SSM is guarantor of the overall manuscript.

Author information

Authors and Affiliations

  1. Population and Social Health Research Program, Griffith Health Institute, Griffith University, University drive, Meadowbrook, QLD, 4131, Australia

    Sara S. McMillan, Fiona Kelly, Adem Sav, Elizabeth Kendall, Jennifer A. Whitty & Amanda J. Wheeler

  2. School of Pharmacy, Faculty of Medical and Health Sciences, University of Auckland, Auckland, New Zealand

    Fiona Kelly & Amanda J. Wheeler

  3. School of Pharmacy, Griffith Health Institute, Griffith University, Gold Coast Campus, Parklands Drive, Southport, QLD, 4215, Australia

    Michelle A. King

  4. School of Pharmacy, University of Queensland, Cornwall Street, Wooloongabba, QLD, 4102, Australia

    Jennifer A. Whitty

  5. School of Allied Health, Australian Catholic University, Banyo, QLD, Australia

    Adem Sav

Authors
  1. Sara S. McMillan
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Fiona Kelly
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Adem Sav
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Elizabeth Kendall
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Michelle A. King
    View author publications

    You can also search for this author in PubMed Google Scholar

  6. Jennifer A. Whitty
    View author publications

    You can also search for this author in PubMed Google Scholar

  7. Amanda J. Wheeler
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Sara S. McMillan.

Electronic supplementary material

Below is the link to the electronic supplementary material.

Supplementary material 1 (DOCX 68 kb)

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

McMillan, S.S., Kelly, F., Sav, A. et al. Consumers and Carers Versus Pharmacy Staff: Do Their Priorities for Australian Pharmacy Services Align?. Patient 8, 411–422 (2015). https://doi.org/10.1007/s40271-014-0105-9

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s40271-014-0105-9

Keywords

Search

Navigation