Pharmacy Continence Care - Bladder and Bowel Website

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training for pharmacies, the project consultants mapped the proposed training to the relevant standards as follows: UNIT WRPPK214A Apply product knowledge for women’s and men’s health needs: o Develop knowledge of women’s and men’s health products and self care o Identify women’s and men’s health needs o Provide information on women’s and men’s health products and/or services under pharmacist supervision UNIT WRPPK206A Apply product knowledge for gastro-intestinal needs: o Develop knowledge of gastro-intestinal product and self care practices o Identify gastro-intestinal treatment needs o Provide information on gastro-intestinal products and/or services under pharmacist supervision. The mapping (see Appendix 2) indicated that there was 100 per cent coverage of the relevant component of the standards and that completion of the activities in the PCCP by pharmacy assistants would provide a bank of assessment tasks that could be used by the assessor to assess competence against the standards. 5.2.2 Standards related to the QCPP Program The QCPP Standards are used as the benchmark for qualification for CQI points. The processes and practices to develop, maintain and evaluate achievement against the QCPP standards are well defined and the QCPP is administered by the Pharmacy Guild. Work undertaken by NOVA in developing the PCCP content identified that there are a number of relevant existing standards amongst the core standards (the key elements on which a pharmacy should focus to ensure customer satisfaction, quality care and ongoing business success) and the team standards (the customer standards that must be met by pharmacy staff). The six QCPP standards listed below are of particular relevance to the PCCP. These should be used in the future implementation of the Program to provide an incentive to pharmacies to participate through accrual of CQI points based on completion of the training and evaluation of its effect, referenced to the standards. PDE-3 Patient Counselling Area This standard reflects the PCCP’s focus on promoting the provision of an area within the pharmacy for confidential conversations with customers about a personal or intimate health condition such as incontinence. POP-2 Customer Care And Advice This standard reflects the PCCP’s focus on promoting use by pharmacies of a screening and referral system to prompt for customers who present with symptom-based requests to receive appropriate condition- and person-related care and advice, and requiring that pharmacy staff are trained in the provision of that care and advice. This includes referrals to other appropriate health professionals. PPS-1 Health Promotion This standard reflects the PCCP’s focus on the pharmacist as a resource to individuals and community groups for health education information, providing Final Report 53 NOVA Public Policy Pharmacy Continence Care Project
health education and working in partnership with health organisations, community groups and other health professionals to promote health. PPS-4 Patient Counselling This standard reflects the PCCP’s focus on the pharmacist providing information to customers about their medications and the impact on continence and/or incontinence. STO-12 Sensitive Merchandise This standard reflects the PCCP’s focus on reducing the need for customers to have to ask the location of sensitive merchandise, through appropriate displays and through staff knowledge and understanding of the need for sensitivity and discretion when dealing with customers purchasing such items. The full text of the relevant standards (2001 version) see Appendix 3. Given the relevance to the PCCP of these standards, and the standards’ comprehensive coverage of the PCCP training activities developed for this pilot, new standards specifically for continence care were not appropriate and were not developed. 5.3 National implementation plan and a strategy to promote the plan The proposed National Implementation Plan includes: • a two-year implementation program to recruit and train up to 1000 pharmacy staff from community pharmacies Australia-wide • the training materials, recommended training modalities and marketing strategy of this pilot • self-review of performance by participating pharmacies at designated intervals • CQI points for completion of training and subsequent self review for participating pharmacies • a national marketing strategy, using the branding and promotional materials developed for the pilot, including customer information resources and additional resources developed as outcomes of the pilot (pharmacy and consumer case studies) • overall evaluation of the Program to monitor health outcomes and business benefit • funding of the full cost of the implementation Program either through a training charge to pharmacies to gain cost recovery (recommended fee $530 per pharmacy) or through full funding by the Department of Health and Ageing, through the National Continence Management Strategy or its successor • delivery of the Program through tender for a contractor to: o provide training services utilising the web based resources developed for this pilot and face-to-face delivery in groups, based on a national training calendar o conduct and report on a longitudinal evaluation of the benefits to pharmacies of the Program o develop and implement strategies to monitor customer feedback on needs and services and on health outcomes for a sample of consumers. The national communications strategy will have the following features: • the audience—all pharmacies Australia-wide Final Report 54 NOVA Public Policy Pharmacy Continence Care Project
Page 1 and 2:
NOVA Public Policy A registered bus
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• Abena-Sanicare, contracted by N
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CONTENTS Glossary of Acronyms .....
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Figure 11: Pharmacy responses to PI
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Glossary of Acronyms CATI computer
Page 11 and 12:
Program was based on assessment of
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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 and 30: • self-paced using the CD-ROM/web
Page 31 and 32: focus was on embedding the practice
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: o of a data base of training partic
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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