ArticleBMJ open2019
How does the public conceptualise the quality of care and its measurement in community pharmacies in the UK: a qualitative interview study.
Article in BMJ open, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 7 papers, 2 of them syntheses that pooled it.
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Who cites it
7 citing papers in PubMed, 2 syntheses or guidelines pooled it.
- Developing a quality framework for community pharmacy: a systematic review of international literature.BMJ open · 2024Pooled it
- Systematic review on the effects of the physical and social aspects of community pharmacy spaces on service users and staff.Perspectives in public health · 2022Pooled it
- Patient perspectives on the vital primary care role of community pharmacists in Nova Scotia, Canada: qualitative findings from the PUPPY Study.The International journal of pharmacy practice · 2024Article
- The principles of person-centredness in quality patient care-Evaluation of the Community Pharmacy Services Quality Guidelines in Estonia.The International journal of health planning and management · 2022Article
- "What counts can't always be measured": a qualitative exploration of general practitioners' conceptualisation of quality for community pharmacy services.BMC family practice · 2020Article
- Staff and Users' Experiences of Pharmacy-Based Sexual and Reproductive Health Services: A Qualitative Interview Study from the UK.Pharmacy (Basel, Switzerland) · 2020Article
- Public perceptions and experiences of the minor ailment service in community pharmacy in Scotland.Pharmacy practiceArticle
Corrections and comments
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Authors and funding
3 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
objectivesThis study explored citizens' perspectives about the quality of community pharmacy services in the UK and whether and how the quality of community pharmacy services should be measured.
designSemistructured interviews and focus groups were conducted and were audio recorded, transcribed and analysed systematically using an interpretive approach.
participantsMembers of the public were approached via networks, such as Health and Social Care Alliance Scotland, as well as community groups and personal networks.
settingScotland, England and Wales.
resultsData were collected from 20 participants: 11 interviews and 2 focus groups (in community settings, with five and four participants). Quality was conceptualised as multidimensional with inter-related overarching themes of person-centredness, professionalism and privacy. The importance of relational aspects with pharmacy personnel was emphasised including the need for a 'friendly' caring service, continuity of care, being known to personnel, including their awareness of individual's health conditions: 'it's quite a personal service I would say…I think it means that they care about your welfare'. Participants discussed the importance of a professional approach to customer interactions including staff behaviour and appearance. Pharmacy design influenced perceptions of privacy, including having sufficient space or a separate consultation room to promote confidential consultations with a pharmacist. Participants suggested that quality assurance is needed to improve quality and to inspire confidence in the public 'it would drive up quality standards overall' but suggested that quality ratings were unlikely to influence their use of specific pharmacies. They emphasised the need for multidimensional quality ratings and for transparency with their derivation.
conclusionsThe public conceptualises quality of community pharmacy services as multidimensional and value relational aspects of care provided by personnel in this setting. While the development and application of quality indicators may drive improvement, it seems unlikely to influence the public's use of individual pharmacies.
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Registered trials
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