A simulated patient study assessing over the counter supply and counseling in Jordan: responding to headache complaints

Hammad, Eman A.; Elayeh, Eman; Tubeileh, Razan; Watson, Margaret; Wazaify, Mayyada

doi:10.1007/s11096-018-0679-8

Cited by 23 publications

(62 citation statements)

References 8 publications

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“…Other published papers show even a larger variability in the results obtained in the same health problem e.g. headache (Hammad et al, 2018, Horvat et al, 2012). The most frequently provided information was dosage and the price of the medicine.…”

Section: Discussionmentioning

confidence: 93%

“…A wide range of counselling success, the counselling absence or various deficiencies in counselling have been identified in other published studies, while using the mystery shopping method (Alaqeel and Abanmy, 2015, Alfadl et al, 2017, Berger et al, 2005, Hammad et al, 2018, Horvat et al, 2012, Negru et al, 2012, Paravattil et al, 2017, Santos et al, 2013). Considering the total Counselling Performance, we can conclude that counselling on self-medication of common cold in Slovak pharmacies had a suboptimal level (39.0 ± 22.4%).…”

Section: Discussionmentioning

confidence: 99%

“…Collins et al (2017) reported that repeated mystery shopping visits with feedback were associated with improvement of the pharmacist performance over time. The mystery shopping method has been successfully used in many countries so far to evaluate counselling practice of pharmacists (Alaqeel and Abanmy, 2015; Alfadl et al, 2017, Berger et al, 2005; Hammad et al, 2018, Horvat et al, 2012; Negru et al, 2012; Paravattil et al, 2017; Santos et al, 2013) and to monitor the quality standards in dispensing of OTC medicines (Benrimoj et al, 2008).…”

Section: Introductionmentioning

confidence: 99%

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Assessment of patient counselling on the common cold treatment at Slovak community pharmacies using mystery shopping

Mináriková

Fazekáš

Minárik

et al. 2019

Saudi Pharmaceutical Journal

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BackgroundUp to now, there have been no data on patient counselling in the Slovak community pharmacies. The literature provides a wide range of activities for which mystery shopping methodology be used, including assessment of patient counselling.Aims and objectivesTo assess patient counselling on the common cold treatment with OTC medicine containing zinc provided by Slovak community pharmacists. To analyse this counselling considering the set scenarios, counsellors and their age.Methods54 pharmacy students visited 270 different community pharmacies throughout Slovakia in 2 weeks in October 2016 to conduct mystery shopping with set scenarios. For assessment of patient counselling, we defined Counselling Performance. It was conceptualised as weighted mean percentage counselling successes rate of its three categories (Identification, Information and Communication) and their weights. Individual perception of counselling evaluated separately. Student t-test and Person's chi-squared test (p < 0.05) and Cohen delta were used for comparing outcomes and effect size of counselling. A simple linear regression was used to find relationships.ResultsThe total Counselling Performance was 39.0 ± 22.4%, Identification 30.6 ± 28.7%, Information 39.8 ± 25.1% and Communication 74.3 ± 11.5%. 26.3% pharmacies achieved the average Counselling Performance (41–60%). Subjective Perception had a success rate of 73.4 ± 21.2%, but it could be predicted by the Counselling Performance and the success rate of the three categories only in 1/5 pharmacies. Spontaneous counselling was provided more by pharmacy technicians (p = 0.0009). The duration of counselling was similar when comparing both scenarios, counsellors and their age. The product-requested scenario achieved a higher success rate in the Information category (p = 0.0304; d = 0.27). Pharmacists achieved a higher Counselling Performance (p < 0.0001; d = 0.48) and success rate in categories Identification (p = 0.0001, d = 0.46), Information (p = 0.0004, d = 0.37), and Perception (p = 0.0007; d = 0.54). The estimated age of counsellors did not have any impact on the counselling.ConclusionPatient counselling on the common cold showed a suboptimal level, particularly considering its content. In the study, we found a significant relationship between the success of counselling and counsellors.

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Section: Discussionmentioning

confidence: 93%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Assessment of patient counselling on the common cold treatment at Slovak community pharmacies using mystery shopping

Mináriková

Fazekáš

Minárik

et al. 2019

Saudi Pharmaceutical Journal

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“…This finding concurs with existing literature. In a study on pharmacists’ recommendations in Jordan for over the counter medications for headache, medication recommendations were frequently made without obtaining essential information about the SP’s symptoms or medical history [ 18 ]. This also occurred in a community pharmacy SP study in Australia with smoking cessation [ 1 ].…”

Section: Main Textmentioning

confidence: 99%

A simulated patient evaluation of pharmacist’s performance in a men’s mental health program

Murphy

Gardner

2018

BMC Res Notes

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ObjectiveThe Headstrong program, a pharmacy based men’s mental health promotion program, was designed to enhance pharmacists’ care of men with mental illness and addictions and was focused on six conditions. A simulated patient (SP) encounter on insomnia was used to evaluate pharmacist’s performance as a part of the Headstrong program.ResultsSix Headstrong pharmacists consented to participate in the SP encounter as part of the evaluation of the Headstrong program. Pharmacists’ mean scores in most categories that were evaluated (e.g., pre-supply/assessment score, sleep score) were lower than expected. In assessing the SP during the encounter, pharmacists’ mean score was 5.7 (SD 2.0) of a possible 13 points. No pharmacists asked about the SP’s age, availability of other supports, allergies, and whether they had an existing relationship with a pharmacist. One pharmacist inquired about medical conditions, and two asked about pre-existing mental health conditions. Three pharmacists inquired about concurrent medications. The Headstrong program was discussed by half of the pharmacists and a resource recommended by the Headstrong program was suggested by one pharmacist. Several pharmacists used self-disclosure as a mechanism to support rapport building. Overall, the SP felt cared for and respected by the pharmacists and had confidence in their knowledge.

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“…Previous research in Jordan outlined that pharmaceutical care services are often limited and pharmacists in community settings do not collect sufficient information about patient medical history [13–17]. These studies, however, relied on self-reported questionnaires by pharmacists or patients with limited or no direct observation of the actual content and the nature of the interaction between the pharmacist and the patient in real situations.…”

Section: Introductionmentioning

confidence: 99%

Assessing insomnia management in community pharmacy setting in Jordan: A simulated patient approach

et al. 2019

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Insomnia is one of the most common minor ailments to which patients seek advice in a community pharmacy setting. Due to the availability of a wide variety of over-the-counter (OTC) products, community pharmacists are in the front line to safe-guard patients looking for self-medication or advice for treatment of insomnia. The purpose of this study was to assess the content of community pharmacists’ interactions with patients seeking advice for insomnia in Jordan. A cross-sectional study using a simulated patient methodology was conducted across a stratified convenience sample of community pharmacies in three major cities in Jordan. The visits were evaluated using pre-defined criteria adapted from published literature relating to content and counseling skills. Visits were audio-recorded using a hidden microphone and the simulated patient completed a data collection form immediately after each visit. A total of 67 community pharmacies (response rate = 93.0%) agreed to participate and were all visited once by the simulated patient. The median duration of the visit was 2 minutes (range: 0.2–4 minutes). The majority (86.6%) of visits resulted in the sale of a drug, most commonly a combination product (paracetamol and diphenhydramine) for 30 recommendations (44.8%). This was followed by a natural plant extract combination product, namely valerian and lemon balm (Melissa officinalis L.) for 23 (34.3%). Pharmacists often did not question medical history or other symptoms prior to product sale. Frequently, the recommended dose (49.3%) and administration time (38.8%) were the only information provided to the patient. No information was provided in relation to potential drug interactions or contraindications. No advice was offered on lifestyle or good sleeping hygiene. This study provided evidence that community pharmacists in Jordan in general did not offer adequate counseling for patients seeking advice for insomnia. Exploration of the reasons and factors contributing to this practice and highlighting professional opportunity and responsibility is recommended.

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A simulated patient study assessing over the counter supply and counseling in Jordan: responding to headache complaints

Cited by 23 publications

References 8 publications

Assessment of patient counselling on the common cold treatment at Slovak community pharmacies using mystery shopping

Assessment of patient counselling on the common cold treatment at Slovak community pharmacies using mystery shopping

A simulated patient evaluation of pharmacist’s performance in a men’s mental health program

Assessing insomnia management in community pharmacy setting in Jordan: A simulated patient approach

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