How to attract them and keep them: the pharmacy attributes that matter to Australian residents with chronic conditions
Corresponding Author
Sara S. McMillan
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
Correspondence
Miss Sara S. McMillan, Griffith Health Institute, School of Human Services and Social Work, Griffith University, Room 2.15, Building L08, University Drive, Meadowbrook, Qld 4131, Australia.
Email: [email protected]
Search for more papers by this authorAdem Sav
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
Search for more papers by this authorFiona Kelly
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
School of Pharmacy, Faculty of Medical and Health Sciences, University of Auckland, Auckland, New Zealand
Search for more papers by this authorMichelle A. King
School of Pharmacy, Griffith University, Southport, Queensland, Australia
Search for more papers by this authorJennifer A. Whitty
Centre for Applied Health Economics, Griffith Health Institute, Griffith University, Meadowbrook, Queensland, Australia
Search for more papers by this authorAmanda J. Wheeler
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
School of Pharmacy, Faculty of Medical and Health Sciences, University of Auckland, Auckland, New Zealand
Search for more papers by this authorCorresponding Author
Sara S. McMillan
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
Correspondence
Miss Sara S. McMillan, Griffith Health Institute, School of Human Services and Social Work, Griffith University, Room 2.15, Building L08, University Drive, Meadowbrook, Qld 4131, Australia.
Email: [email protected]
Search for more papers by this authorAdem Sav
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
Search for more papers by this authorFiona Kelly
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
School of Pharmacy, Faculty of Medical and Health Sciences, University of Auckland, Auckland, New Zealand
Search for more papers by this authorMichelle A. King
School of Pharmacy, Griffith University, Southport, Queensland, Australia
Search for more papers by this authorJennifer A. Whitty
Centre for Applied Health Economics, Griffith Health Institute, Griffith University, Meadowbrook, Queensland, Australia
Search for more papers by this authorAmanda J. Wheeler
School of Human Services and Social Work, Griffith University, Meadowbrook, Queensland, Australia
School of Pharmacy, Faculty of Medical and Health Sciences, University of Auckland, Auckland, New Zealand
Search for more papers by this authorAbstract
Objective
To explore the attributes of pharmacy choice for people with chronic conditions.
Methods
Semi-structured interviews were conducted between May and October 2012, across four regions in three Australian states. Purposive sampling was used to recruit participants with chronic conditions and unpaid carers. Interviews were analysed via the constant comparison method.
Key findings
Ninety-seven interviews were conducted. The majority of participants were regular patrons of one pharmacy and five attributes influenced this choice: patient-centred care, convenience, price, personal trait or preference and service/medication need. Patient-centred care, such as providing individualised medication counselling, continuity of care, development of relationships and respectful advice, emerged as an important attribute. There was minimal discussion as to choosing a pharmacy based on the provision of professional services, underscoring the limited consumer knowledge of such services and related standards of care.
Conclusion
Patient-centred care is an important attribute of quality care as perceived by people who are regular community pharmacy users. These findings highlight the need for pharmacy staff to implement a patient-centred approach to care, thus meeting the perceived needs of their customers. A greater effort is also necessary to raise the profile of pharmacy as a healthcare destination.
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