How to attract them and keep them: the pharmacy attributes that matter to Australian residents with chronic conditions

McMillan, Sara S., Sav, Adem, Kelly, Fiona, King, Michelle A., Whitty, Jennifer A. and Wheeler, Amanda J. (2014) How to attract them and keep them: the pharmacy attributes that matter to Australian residents with chronic conditions. International Journal of Pharmacy Practice, 22 4: 238-245. doi:10.1111/ijpp.12075

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Author McMillan, Sara S.
Sav, Adem
Kelly, Fiona
King, Michelle A.
Whitty, Jennifer A.
Wheeler, Amanda J.
Title How to attract them and keep them: the pharmacy attributes that matter to Australian residents with chronic conditions
Journal name International Journal of Pharmacy Practice   Check publisher's open access policy
ISSN 0961-7671
2042-7174
Publication date 2014-01-01
Sub-type Fully published paper
DOI 10.1111/ijpp.12075
Volume 22
Issue 4
Start page 238
End page 245
Total pages 8
Place of publication Chichester, West Sussex, United Kingdom
Publisher John Wiley & Sons
Collection year 2015
Language eng
Formatted abstract
Objective: To explore the attributes of pharmacy choice for people with chronic conditions.

Methods: Semi-structured interviews were conducted between May and October 2012, across four regions in three Australian states. Purposive sampling was used to recruit participants with chronic conditions and unpaid carers. Interviews were analysed via the constant comparison method.

Key findings: Ninety-seven interviews were conducted. The majority of participants were regular patrons of one pharmacy and five attributes influenced this choice: patient-centred care, convenience, price, personal trait or preference and service/medication need. Patient-centred care, such as providing individualised medication counselling, continuity of care, development of relationships and respectful advice, emerged as an important attribute. There was minimal discussion as to choosing a pharmacy based on the provision of professional services, underscoring the limited consumer knowledge of such services and related standards of care.

Conclusion: Patient-centred care is an important attribute of quality care as perceived by people who are regular community pharmacy users. These findings highlight the need for pharmacy staff to implement a patient-centred approach to care, thus meeting the perceived needs of their customers. A greater effort is also necessary to raise the profile of pharmacy as a healthcare destination.  
Keyword Chronic disease
Community pharmacy
Patient-centred care
Pharmacists
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ

Document type: Journal Article
Sub-type: Fully published paper
Collections: Non HERDC
School of Pharmacy Publications
 
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Created: Wed, 09 Jul 2014, 00:04:01 EST by Charna Kovacevic on behalf of School of Pharmacy