Benrimoj Shalom Charlie I, Gilbert Andrew, Quintrell Neil, Neto Abilio C de Almeida
The University of Sydney, Sydney, NSW 2006, Australia.
Pharm World Sci. 2007 Aug;29(4):386-94. doi: 10.1007/s11096-007-9086-2. Epub 2007 Feb 27.
The objective of the study was to develop and test standards of practice for handling non-prescription medicines.
In consultation with pharmacy registering authorities, key professional and consumer groups and selected community pharmacists, standards of practice were developed in the areas of Resource Management; Professional Practice; Pharmacy Design and Environment; and Rights and Needs of Customers. These standards defined and described minimum professional activities required in the provision of non-prescription medicines at a consistent and measurable level of practice. Seven standards were described and further defined by 20 criteria, including practice indicators. The Standards were tested in 40 community pharmacies in two States and after further adaptation, endorsed by all Australian pharmacy registering authorities and major Australian pharmacy and consumer organisations. The consultation process effectively engaged practicing pharmacists in developing standards to enable community pharmacists meet their legislative and professional responsibilities.
Community pharmacies were audited against a set of standards of practice for handling non-prescription medicines developed in this project. Pharmacies were audited on the Standards at baseline, mid-intervention and post-intervention. Behavior of community pharmacists and their staff in relation to these standards was measured by conducting pseudo-patron visits to participating pharmacies.
The testing process demonstrated a significant improvement in the quality of service delivered by staff in community pharmacies in the management of requests involving non-prescription medicines. The use of pseudo-patron visits, as a training tool with immediate feedback, was an acceptable and effective method of achieving changes in practice. Feedback from staff in the pharmacies regarding the pseudo-patron visits was very positive.
Results demonstrated the methodology employed was effective in increasing overall compliance with the Standards from a rate of 47.4% to 70.0% (P < 0.01). This project led to a recommendation for the development and execution of a national implementation strategy.
本研究的目的是制定并测试非处方药处理的实践标准。
通过与药房注册机构、主要专业和消费者团体以及选定的社区药剂师协商，在资源管理、专业实践、药房设计与环境以及顾客权利与需求等领域制定了实践标准。这些标准定义并描述了在提供非处方药时，在一致且可衡量的实践水平上所需的最低专业活动。共描述了七项标准，并通过包括实践指标在内的20项标准进行了进一步界定。这些标准在两个州的40家社区药房进行了测试，经过进一步调整后，得到了所有澳大利亚药房注册机构以及澳大利亚主要药房和消费者组织的认可。协商过程有效地促使执业药剂师参与制定标准，以使社区药剂师履行其法律和专业职责。
根据本项目制定的一套非处方药处理实践标准，对社区药房进行审核。在基线、干预中期和干预后期对药房进行标准审核。通过对参与药房进行模拟顾客访问，衡量社区药剂师及其工作人员在这些标准方面的行为。
测试过程表明，社区药房工作人员在处理涉及非处方药的请求时，服务质量有了显著提高。将模拟顾客访问作为一种能立即得到反馈的培训工具，是实现实践改变的一种可接受且有效的方法。药房工作人员对模拟顾客访问的反馈非常积极。
结果表明所采用的方法有效地将总体符合标准的比例从47.4%提高到了70.0%（P < 0.01）。该项目促成了一项关于制定和实施国家实施战略的建议。
