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Patient Education and Counseling
Volume 60, Issue 2, February 2006, Pages 246-252
 
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doi:10.1016/j.pec.2005.01.016    How to Cite or Link Using DOI (Opens New Window)
Copyright © 2005 Elsevier Ireland Ltd All rights reserved.

A study to investigate the extent of delivery of an intervention in asthma, in a UK national community pharmacy chain, using mystery customers

Tracey Thornleya, Corresponding Author Contact Information, E-mail The Corresponding Author, Nicola Grayb, Claire Andersonb and Stephen Easthama

aThe Boots Company, Pharmacy Development, D90 West F17, Nottingham, NG901BS, UK bCentre for Pharmacy, Health and Society, School of Pharmacy, University of Nottingham, UK

Received 12 November 2004; 
revised 18 January 2005; 
accepted 21 January 2005. 
Available online 3 March 2005.

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Abstract

Objective

The objective of this study was to implement a brief intervention in asthma within a UK national pharmacy chain, and through the use of mystery customers, measure the extent of delivery of the intervention over a 4-month period.

Methods

Mystery customers gathered information on which of the asthma intervention questions were asked, and any lifestyle advice that was given. Additional information was collected on the type of store they visited and the personnel who served them.

Results

Mystery customer results indicate delivery rates of the intervention between 48.1 and 84.3% across the 4-month assessment period. This intervention was delivered by both pharmacists and healthcare staff, although the extent and content of delivery varied across the 4 months.

Conclusion

The use of mystery customers has helped to assess the successful take up and delivery of this intervention. Based on the learning points gained throughout this study, future services can be designed for other condition areas.

Practice implications

Each service that is designed needs to be simple to implement and deliver, and have the flexibility for pharmacists and staff to adapt the services to meet local requirements.

Keywords: Asthma; Community pharmacy; Mystery customer

Article Outline

1. Introduction
1.1. Community pharmacy in the United Kingdom (UK)
1.2. Implementation of services
1.3. Asthma
1.4. Mystery customer research
1.5. Aim of study
2. Methods
2.1. Service implementation
2.2. Mystery customer research
3. Results
3.1. Delivery rates
3.2. Frequency of question asked
3.3. Personnel delivering the brief intervention
3.4. Pharmacy store profile
3.5. Lifestyle advice
4. Discussion and conclusion
4.1. Discussion
4.1.1. Strengths and limitations of study
4.1.2. Delivery rates
4.1.3. Frequency of question asked
4.1.4. Personnel delivering the intervention
4.1.5. Store profile
4.1.6. Lifestyle advice
4.2. Conclusion
4.3. Practice implications
References





 
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