Banks Jonathan, Shaw Alison, Weiss Marjorie C
Academic Unit of Primary Health Care, University of Bristol, Bristol, UK.
Health Soc Care Community. 2007 Jul;15(4):313-21. doi: 10.1111/j.1365-2524.2007.00690.x.
The present paper examines the developing role of the medicines counter assistant (MCA) based in community pharmacies in the UK. In recent years, community pharmacies have been promoted as sources of primary care advice, and this has been accompanied by an increase in the number of pharmacy-only medicines made available for purchase without prescription. At the forefront of these changes is the MCA, who responds to requests for medicines and also advises customers seeking guidance on treating minor illness. This paper uses qualitative data drawn from non-participant observation of interactions between MCAs and customers in six community pharmacies in the south-west region of the UK. The data show communication in the pharmacy to be a complex process, characterised by multiple discourses including medical, retail and pharmaceutical information. At times, the different discourses worked in equilibrium, but there were also regular occurrences of clashes between the different discourses, where interaction became problematic. The authors argue that the current focus on pharmacy protocols to structure communication is, in some cases, too rigid for meaningful interaction and does not acknowledge the complexity of the encounter. A specific way forward for developing the interaction is discussed.
本文探讨了英国社区药房中药品柜台助理（MCA）不断发展的作用。近年来，社区药房已被宣传为初级保健建议的来源，与此同时，无需处方即可购买的非处方药数量有所增加。处于这些变化前沿的是MCA，他们既要回应药品需求，也要为寻求治疗小病指导的顾客提供建议。本文使用了定性数据，这些数据来自对英国西南部六个社区药房中MCA与顾客互动的非参与式观察。数据表明，药房中的沟通是一个复杂的过程，其特点是存在多种话语，包括医学、零售和药品信息。有时，不同的话语能保持平衡，但不同话语之间也经常发生冲突，导致互动出现问题。作者认为，目前专注于构建沟通的药房规范在某些情况下过于僵化，不利于进行有意义的互动，且没有认识到互动的复杂性。文中还讨论了改善互动的具体方法。
