A system for monitoring quality standards in the provision of non-prescription medicines from Australian community pharmacies

Benrimoj, SI; Werner, JB; Raffaele, C; Roberts, AS

A system for monitoring quality standards in the provision of non-prescription medicines from Australian community pharmacies

Benrimoj, SI

Werner, JB Raffaele, C Roberts, AS

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Publication Type:: Journal Article
Citation:: Pharmacy World and Science, 2008, 30 (2), pp. 147 - 153
Issue Date:: 2008-04-01

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Field	Value	Language
dc.contributor.author	Benrimoj, SI https://orcid.org/0000-0001-9768-7838	en_US
dc.contributor.author	Werner, JB	en_US
dc.contributor.author	Raffaele, C	en_US
dc.contributor.author	Roberts, AS	en_US
dc.date.available	2007-08-27	en_US
dc.date.issued	2008-04-01	en_US
dc.identifier.citation	Pharmacy World and Science, 2008, 30 (2), pp. 147 - 153	en_US
dc.identifier.issn	0928-1231	en_US
dc.identifier.uri	http://hdl.handle.net/10453/17071
dc.description.abstract	There is a growing trend, globally, for consumers to self-medicate with non-prescription medications for common ailments. Pharmacists and pharmacy assistants are thought to be in a unique position to support consumers' purchases of these medicines through the application of knowledge and skills, in an environment in which safety and quality remains paramount. Standards of practice have been developed by the profession to address the provision of these medicines, using a consumer-focused and risk management approach. The application of these standards has been monitored since 2002, by the Quality Care Pharmacy Support Centre (QCPSC), created as a joint venture between the University and the Pharmacy Guild of Australia. The establishment of the QCPSC has allowed the development of a system to monitor and improve the application of standards for the provision of non-prescription medicines to consumers in community pharmacies in Australia. This system is unique in two aspects. The first is the use of pseudo-patient methodology, also called "mystery shoppers", "pseudo-customers" and "simulated patients", for the purpose of both assessment and quality improvement. The second unique aspect is the capturing of data based on assessments of behaviour in practice environments. To date, the centre has conducted 14,738 standards maintenance assessment (SMA) visits, involving over 4,200 pharmacies across all states and territories in Australia. The data generated by such a system create a feedback mechanism for policy decision-making in the area of Quality Use of Medicines (QUM) for non-prescription medicines, which is of critical importance to the health and safety of consumers. © 2007 Springer Science+Business Media B.V.	en_US
dc.relation.ispartof	Pharmacy World and Science	en_US
dc.relation.isbasedon	10.1007/s11096-007-9162-7	en_US
dc.subject.classification	Pharmacology & Pharmacy	en_US
dc.subject.mesh	Humans	en_US
dc.subject.mesh	Professional-Patient Relations	en_US
dc.subject.mesh	Counseling	en_US
dc.subject.mesh	Professional Competence	en_US
dc.subject.mesh	Patient Simulation	en_US
dc.subject.mesh	Process Assessment (Health Care)	en_US
dc.subject.mesh	Australia	en_US
dc.subject.mesh	Community Pharmacy Services	en_US
dc.subject.mesh	Guideline Adherence	en_US
dc.subject.mesh	Management Audit	en_US
dc.subject.mesh	Nonprescription Drugs	en_US
dc.subject.mesh	Pharmacists	en_US
dc.subject.mesh	Pharmacy Technicians	en_US
dc.subject.mesh	Process Assessment, Health Care	en_US
dc.subject.mesh	Quality Assurance, Health Care	en_US
dc.subject.mesh	Quality Indicators, Health Care	en_US
dc.title	A system for monitoring quality standards in the provision of non-prescription medicines from Australian community pharmacies	en_US
dc.type	Journal Article
utslib.citation.volume	2	en_US
utslib.citation.volume	30	en_US
utslib.for	1115 Pharmacology and Pharmaceutical Sciences	en_US
utslib.for	1199 Other Medical and Health Sciences	en_US
dc.location.activity	2008	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Graduate School of Health
utslib.copyright.status	closed_access
pubs.issue	2	en_US
pubs.publication-status	Published	en_US
pubs.volume	30	en_US

Abstract:

There is a growing trend, globally, for consumers to self-medicate with non-prescription medications for common ailments. Pharmacists and pharmacy assistants are thought to be in a unique position to support consumers' purchases of these medicines through the application of knowledge and skills, in an environment in which safety and quality remains paramount. Standards of practice have been developed by the profession to address the provision of these medicines, using a consumer-focused and risk management approach. The application of these standards has been monitored since 2002, by the Quality Care Pharmacy Support Centre (QCPSC), created as a joint venture between the University and the Pharmacy Guild of Australia. The establishment of the QCPSC has allowed the development of a system to monitor and improve the application of standards for the provision of non-prescription medicines to consumers in community pharmacies in Australia. This system is unique in two aspects. The first is the use of pseudo-patient methodology, also called "mystery shoppers", "pseudo-customers" and "simulated patients", for the purpose of both assessment and quality improvement. The second unique aspect is the capturing of data based on assessments of behaviour in practice environments. To date, the centre has conducted 14,738 standards maintenance assessment (SMA) visits, involving over 4,200 pharmacies across all states and territories in Australia. The data generated by such a system create a feedback mechanism for policy decision-making in the area of Quality Use of Medicines (QUM) for non-prescription medicines, which is of critical importance to the health and safety of consumers. © 2007 Springer Science+Business Media B.V.

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http://hdl.handle.net/10453/17071