Pharmacy Continence Care - Bladder and Bowel Website

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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
focus was on embedding the practice of seeking customer feedback. Consequently this is mainly a perceived benefit as reported by the pharmacy. Pharmacies were also asked to report their perceptions of any increase in requests for and sale of continence products. Figure 7 shows the responses provided by pharmacies. 12 10 8 6 4 2 0 11 11 11 Customer satisfaction with services provided 5 5 5 increase in the sale of continence products Increase in number of customers seeking continence products Final Report 18 NOVA Public Policy Pharmacy Continence Care Project YES NO Figure 7: Customer responses to the Program as collected by pharmacies 3.5.1 Use of the project materials as reported by pharmacies Figure 8 shows the degree to which pharmacies used the materials provided by the project team to assist in their services to clients. There was a very high take-up of use of the resources (average 71 per cent). Pharmacies also commented favourably on the training and the information Flip Chart, which many reported was a useful resource for explaining continence issues to clients. Those who reported using it stated that they left it on the shelf close to the continence products. At the minimum, it would appear that this resource would be well worth reproducing for distribution to all pharmacies. It would also lend itself to displaying a sponsor’s details, if production were to be funded in this way. 30 25 20 15 10 5 0 26 Number of pharmacies that reported implementing program components 5 Displayed the Counter Talker 18 13 Placed BB sticker on products 11 20 Ordered additional pamphlets YES NO Figure 8: Number of pharmacies that reported implementing Program components
Page 1 and 2: NOVA Public Policy A registered bus
Page 3 and 4: • Abena-Sanicare, contracted by N
Page 5 and 6: CONTENTS Glossary of Acronyms .....
Page 7 and 8: Figure 11: Pharmacy responses to PI
Page 9 and 10: Glossary of Acronyms CATI computer
Page 11 and 12: Program was based on assessment of
Page 13 and 14: o CQI points through the QCPP for c
Page 15 and 16: materials, the Pharmacist Training
Page 17 and 18: • evaluation of the pilot program
Page 19 and 20: 2 METHODOLOGY The methodology for t
Page 21 and 22: Consumer recruitment was part of th
Page 23 and 24: methodology that assessed the pilot
Page 25 and 26: 3 IMPLEMENTATION OF THE PILOT PROGR
Page 27 and 28: ased on either their customer popul
Page 29: • self-paced using the CD-ROM/web
Page 33 and 34: and faxed newsletter, of an extensi
Page 35 and 36: prior to training (PIQ) and the sam
Page 37 and 38: Level of knowledge and level of con
Page 39 and 40: 45% 40% 35% 30% 25% 20% 15% 10% 5%
Page 41 and 42: 80% 70% 60% 50% 40% 30% 20% 10% 0%
Page 43 and 44: Average of responses 100 90 80 70 6
Page 45 and 46: Average rating on a four point scal
Page 47 and 48: maternal health services and the Co
Page 49 and 50: 4.2.7 Changes in pharmacy behaviour
Page 51 and 52: predetermined training calendar: mo
Page 53 and 54: measures impact of incontinence on
Page 55 and 56: In the follow-up survey, there was
Page 57 and 58: • Did not find incontinence clini
Page 59 and 60: Her mother’s dementia, coupled wi
Page 61 and 62: pharmacy staff report increased con
Page 63 and 64: period with a national recruitment
Page 65 and 66: o of a data base of training partic
Page 67 and 68: health education and working in par
Page 69 and 70: 6 RECOMMENDATION AND IMPLEMENTATION
Page 71 and 72: 7 BIBLIOGRAPHY Adair, G., (1984). T
Page 73: Rosenstock, I. M. (1974). Historica

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