The relationships among work stress, strain and self-reported errors in UK community pharmacy

Johnson, Sheena; O'Connor, Elinor; Jacobs, Sally; Hassell, Karen; Ashcroft, Darren M.

doi:10.1016/j.sapharm.2013.12.003

Cited by 56 publications

(63 citation statements)

References 24 publications

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“…22 A subsequent survey of community pharmacists provided evidence of a significant relationship between organisational culture, particularly the balance between business and professional values, and pharmacists' work stress and the potentially detrimental effect on patient safety of working within an intensely targets-driven culture. 23,24 Moreover, there is evidence that the organisational culture extant within pharmacies under different types of ownership may differ (Dr Sally Jacobs, University of Manchester, 2012, personal communication) and that ownership type may be associated with variation in work stress. 23 Evidence from a number of studies has described a relationship between workload and working patterns on pharmacists' work-related stress, 23,25,26 and the role of the pharmacist's manager (particularly whether or not they are a pharmacist themselves) in determining job satisfaction.…”

Section: The Relationship Between Organisational Characteristics and mentioning

confidence: 99%

“…23 Evidence from a number of studies has described a relationship between workload and working patterns on pharmacists' work-related stress, 23,25,26 and the role of the pharmacist's manager (particularly whether or not they are a pharmacist themselves) in determining job satisfaction. 27 Other research has suggested that organisational factors may be associated with the occurrence of dispensing errors 24,28 and qualitative research on locum pharmacists has raised concerns that patients are put at risk because of the increasing reliance on temporary staff. 29 This is of particular importance in a sector of health care in which around one-quarter of all pharmacists work as self-employed locums.…”

Section: The Relationship Between Organisational Characteristics and mentioning

confidence: 99%

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Investigating the organisational factors associated with variation in clinical productivity in community pharmacies: a mixed-methods study

Jacobs

Bradley

Elvey

et al. 2017

Health Serv Deliv Res

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Background Community pharmacies play a key role in health-care systems, dispensing prescriptions and providing medicine-related services. Service provision varies across community pharmacy organisations and may depend on organisational characteristics, such as ownership, staffing and skill mix. Objectives To inform the commissioning of community pharmacy services by (1) exploring variation in clinical productivity (levels of service delivery and service quality) in pharmacies, (2) identifying the organisational factors associated with this variation and (3) developing a toolkit for commissioners. Design Mixed-methods study: community pharmacy survey, administrative data analysis, patient survey, stakeholder interviews and toolkit development. Setting Nine socioeconomically diverse geographical areas of England. Participants Stage 1: community pharmacies in nine study areas. Stage 2: in 39 pharmacies, two consecutive samples of approximately 30 patients each following receipt of (1) dispensing and (2) medicines use review (MUR) services. Pharmacy and commissioning representatives from across all types of pharmacy and study sites. Main outcome measures Stage 1: dispensing, MUR, new medicines service volume and safety climate. Stage 2: patient satisfaction, Satisfaction with Information about Medicines Scale (SIMS) and Medication Adherence Report Scale (MARS). Data sources Stage 1: (i) community pharmacy activity data; (ii) socioeconomic and health needs data; and (iii) community pharmacy questionnaire (ownership type, organisational culture, staffing and skill mix, working patterns, management structure, safety climate, pharmacy–general practice integration), all linked by pharmacy postcode and organisational ‘F’ code. Stage 2: (i) patient questionnaire (background, patient satisfaction, SIMS, MARS); (ii) semistructured stakeholder interviews (variation in quantity and quality of service provision, opportunities and barriers to clinical productivity, mechanisms by which different organisational characteristics may help or hinder clinical productivity). Quantitative data were analysed by fitting a series of fixed-effects linear, logistic and multilevel logistic regression models in Stata® (version 13; StataCorp LP, College Station, TX, USA). Qualitative data were analysed thematically using a framework approach in NVivo10 (QSR International, Warrington, UK). Results In stage 1, 285 out of 817 pharmacy questionnaires were returned [valid response rate 34.6% (277/800)]. In stage 2, 1008 out of 2124 patient questionnaires were returned [valid response rate 46.5% (971/2087)]. Thirty pharmacy and 10 commissioning representatives were interviewed face to face or by telephone. Following integration of stage 1 and 2 findings, clinical productivity was associated with pharmacy ownership type, organisational culture, staffing and skill mix, and pharmacy–general practice relationships. Extra-organisational associations included local area deprivation, age profile and health needs, pharmacy location, public perceptions and expectations, supply chain problems, commissioning structures/processes, levels of remuneration and legal/regulatory constraints. Existing arrangements for monitoring clinical productivity focused primarily on quantity. Limitations Non-random selection of study sites and non-participation by four major pharmacy chains limited generalisability. Investigation of the full scope of pharmacy service provision was prevented by a lack of available activity data for locally commissioned services. Quantitative exploration of service quality was limited by available validated measures. Conclusions These findings have important implications for community pharmacies and service commissioners, highlighting the importance of ownership type, organisational culture, staffing and skill mix for maximising the delivery of high-quality pharmacy services and informing the development of a commissioners’ toolkit. Future work Future studies should (1) develop tools to measure community pharmacy service quality; (2) describe and evaluate different models of skill mix; and (3) explore how services are commissioned locally from community pharmacies and the extent to which local needs are met. Funding The National Institute for Health Research Health Services and Delivery Research programme.

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Section: The Relationship Between Organisational Characteristics and mentioning

confidence: 99%

Section: The Relationship Between Organisational Characteristics and mentioning

confidence: 99%

Investigating the organisational factors associated with variation in clinical productivity in community pharmacies: a mixed-methods study

Jacobs

Bradley

Elvey

et al. 2017

Health Serv Deliv Res

View full text Add to dashboard Cite

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“…Les services que nous pouvons maintenant offrir à nos patients comptent parmi les services les plus vastes et les plus complets au monde. Les pharmaciens devraient se réjouir à cette idée, même si cela a été une source de tension entre les pharmaciens et les gestionnaires ou les propriétaires de pharmacies 1,2 . Dans un récent numéro de la Revue des pharmaciens du Canada, Tsao et coll.…”

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“…D'autres études ont montré des résul-tats semblables. L'augmentation de la charge de travail au Royaume-Uni a donné lieu à des milieux de travail stressants, à une fréquence accrue d' erreurs et à des préoccupations concernant la sécurité des patients 2 . De plus, un sondage mené en Oregon a révélé que de nombreux pharmaciens estimaient que leur milieu de travail n' était pas favorable à la prestation de soins sûrs et appropriés aux patients 3,4 .…”

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“…Deuxièmement, des pharmaciens ont décrit les conditions de travail comme étant un facteur responsable du stress en milieu de travail. Les pharmaciens estiment qu'ils n' ont pas suffisamment de temps pour prendre leur repas ou leurs pauses et qu'ils ne disposent pas de l' effectif suffisant pour soutenir la prestation de soins appropriés aux patients [1][2][3] . Finalement, des pharmaciens se sont dits préoc-cupés par les pressions exercées en vue de réaliser des examens de pharmacothérapie afin d'atteindre les objectifs organisationnels (c.-à-d. quotas), puisque le caractère approprié de la démarche et l'avantage pour le patient ne sont pas clairs dans certains cas 5,6 .…”

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Les pharmaciens par rapport aux employeurs : Une épreuve de force entre l’autonomie professionnelle et les soins aux patients?

Lamb¹,

Tsuyuki²

2017

Can Pharm J

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Pharmacists subject to complaints: a national study of pharmacists reported to health regulators in Australia

Taouk

Bismark

Hattingh

2020

Pharmacy Practice and Res

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Background: Complaints against pharmacists provide an opportunity for learning and improvement within the profession. The aim of the present study was to describe the nature and prevalence of complaints about pharmacists in Australia and to identify factors associated with an increased risk of complaints. Method: De-identified data on all pharmacists registered to practise in Australia between 1 January 2011 and 31 December 2016 was linked with complaints about pharmacists lodged with health regulators during the same period. Descriptive statistics describe the source, nature, outcome, and clustering of complaints. Regression analyses identify factors associated with complaints. Results: Around 6% of pharmacists who were registered over the six-year study period were subject to at least one complaint to a regulator. Over half of these complaints resulted in regulatory action. Four-fifths of complaints related to five issues: accuracy and appropriateness of dispensing, lawfulness of supply, communication and interpersonal behaviour, records and information, and the health of the pharmacist. Fewer than 1% of pharmacists were the subject of two or more complaints: this group accounted for nearly a third of all complaints. Male pharmacists and those aged 36 to 44 years were at increased risk of complaints compared with their peers. Conclusion: A small group of pharmacists in Australia receive a disproportionate share of complaints. Complaints against pharmacists provide an opportunity for learning and improvement within the profession. Improved understanding of complaint patterns may assist in the development of programs to reduce risk to patients and support safe practice by pharmacists.

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The relationships among work stress, strain and self-reported errors in UK community pharmacy

Cited by 56 publications

References 24 publications

Investigating the organisational factors associated with variation in clinical productivity in community pharmacies: a mixed-methods study

Investigating the organisational factors associated with variation in clinical productivity in community pharmacies: a mixed-methods study

Les pharmaciens par rapport aux employeurs : Une épreuve de force entre l’autonomie professionnelle et les soins aux patients?

Pharmacists subject to complaints: a national study of pharmacists reported to health regulators in Australia

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