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- W1543072649 abstract "Abstract Objective To examine factors influencing the amount of time and information pharmacy personnel provide to patients at drive-through and walk-in counselling areas. Methods On-site observational data collection in 22 community pharmacies by pharmacy students. Information included observable patient characteristics such as gender, age range, English proficiency and mobility impairment; encounter characteristics included type of prescription and whether the patient was acknowledged; and counselling characteristics included types of counselling information conveyed and length of time for each encounter. Key findings Patient–pharmacist encounters were documented at the drive-through and walk-in counselling areas 961 and 1098 times respectively. Pharmacists spent less time, and technicians more time, with patients at the drive-through counselling area. The amount of information provided to patients was significantly affected by whether the patient was receiving new versus refill prescriptions. Patients with a new prescription were twice as likely to receive more information from pharmacy personnel. There was a significant difference between the amount of counselling provided to patients at the drive-through and walk-in counselling area (rate ratio (RR) 0.92, 95% confidence interval (CI): 0.86–1.00). Patients at the drive-through received a lower amount of information relative to patients using the walk-in. Amount of information provided to patients was affected by the level of pharmacy busyness (RR 0.96, 95% CI: 0.95–0.99). Conclusions Providing patient care at the drive-through counselling area may negatively influence quality of patient care. To improve quality of pharmacy drive-through services, standardization of drive-through services in pharmacies may be needed." @default.
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- W1543072649 date "2013-10-25" @default.
- W1543072649 modified "2023-10-16" @default.
- W1543072649 title "Factors influencing quality of patient interaction at community pharmacy drive-through and walk-in counselling areas" @default.
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- W1543072649 doi "https://doi.org/10.1111/ijpp.12073" @default.
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