Forward dispensing model in community pharmacy in Australia: An exploration of pharmacist, intern and customer perceptions and experiences in one banner pharmacy group

Nikolayev, Dmytri (2015). Forward dispensing model in community pharmacy in Australia: An exploration of pharmacist, intern and customer perceptions and experiences in one banner pharmacy group Master's Thesis, School of Pharmacy, The University of Queensland.

       
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Author Nikolayev, Dmytri
Thesis Title Forward dispensing model in community pharmacy in Australia: An exploration of pharmacist, intern and customer perceptions and experiences in one banner pharmacy group
School, Centre or Institute School of Pharmacy
Institution The University of Queensland
Publication date 2015-11-11
Thesis type Master's Thesis
Supervisor Alexandra Clavarino
Judy Burrows
Total pages 53
Language eng
Subjects 111501 Basic Pharmacology
Formatted abstract
INTRODUCTION: Pharmacists in Australia are now expected to apply patientcentered care principles while providing pharmacy services to the customers. A Forward dispensing model (FDM) removes physical barriers between pharmacist and customer and allows them to communicate every time the customer approaches the dispensary. Research is warranted to bridge the gap in knowledge about whether a FDM could be a one of the means of improving pharmacist-customer communication and patient-centered care. 

OBJECTIVES: To explore pharmacists, intern pharmacists, and customers’ attitudes, perceptions and experiences of FDM in community pharmacies in Australia.

METHODS: Semi-structured interviews were conducted with a group of community pharmacies. Participants included pharmacists (n=10), intern pharmacists (n=5) and customers (n=10) who had experience of either working with or were served using a FDM.

RESULTS: Pharmacists and interns valued FDM for facilitating increased pharmacist-customer communication as compared to the traditional model. Economical and psychological barriers associated with implementing FDM were identified. Customers acknowledged FDM for providing better access to the pharmacist and also considered it a convenient and time-efficient service.

CONCLUSIONS: FDM is considered as one approach among potentially many that can enhance patient-centered care. The findings provide a stimulus for further discussion regarding changing community pharmacy practice in Australia from product-based toward a service-oriented model.
Keyword Dispensing
Customer perceptions
One banner pharmacy group

 
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Created: Mon, 21 Mar 2016, 15:01:42 EST by Vanessa Lee King on behalf of School of Pharmacy