Pharmacy Continence Care - Bladder and Bowel Website

One pharmacy indicated involvement in a previous project (the Hunter pilot). Later
recruitment also enlisted another three pharmacies that had been involved in the Tasmanian
Divisions of General Practice project.
3.4 Timeframes
The recruitment of pharmacies commenced in October 2004 and was finalised during
January 2005. Once the NOVA staff identified that the most effective way to communicate
with pharmacies was by fax and by telephone, preferably in the morning, communication
became streamlined. Email is not a form of communication commonly used by pharmacies
and was discarded as ineffective for this group.
The Pharmacy Initial Questionnaire (PIQ) was administered to pharmacies during March
2005 at the same time as the training materials were being finalised and sent out and the
train-the-trainer program was being provided to the trainers.
Due to availability of both pharmacies and training staff, training commenced in mid April
and was completed by the end of the first week in May. The different timing of school
holidays across the jurisdictions became an unexpected consideration for timing of the
training program.
Three months after the completion of training at each pharmacy, the Pharmacy Exit
Questionnaire (PEQ) was administered by telephone (August 2005). Thirty-two of the 46
participating pharmacies were interviewed for the PEQ. Follow-up calls endeavouring to
arrange an interview time were made to each of the non-responding pharmacies. Two to
three telephone calls were required to secure an interview time, and non-responding
pharmacies were unable to provide firm time for interview by the nominated staff member
within the time period for the follow-up survey.
3.5 Pharmacy implementation of the Program
As part of the Program, pharmacies were encouraged to seek feedback from their customers
to gauge their satisfaction with the service they received from the pharmacy in relation to
continence care. A template for a customer feedback questionnaire was provided in the
training materials. Sixteen of the 32 respondents to the PEQ had sought such feedback (see
Figure 6).
16.2
16
15.8
15.6
15.4
15.2
15
14.8
14.6
14.4
Pharmacies that collected feedback from customers
16
15
YES NO
Pharmacies that
collected feedback from
customers
Figure 6: Pharmacies that collected feedback from customers
Of those pharmacies that had sought feedback, eleven (69 per cent) reported that
customers had expressed satisfaction with services provided to them. This is a reflection of
pharmacy perception of consumer satisfaction and not a collected data item, as the project
Final Report
17
NOVA Public Policy
Pharmacy Continence Care Project