Mystery shopping and coaching as a form of audit and feedback to improve community pharmacy management of non-prescription medicine requests: an intervention study.

ABSTRACT: OBJECTIVES:To determine whether repeated mystery shopping visits with feedback improve pharmacy performance over nine visits and to determine what factors predict an appropriate outcome. DESIGN:Prospective, parallel, repeated intervention, repeated measures mystery shopping (pseudopatient) design. SETTING:Thirty-six community pharmacies in metropolitan Sydney, Australia in March-October 2015. PARTICIPANTS:Sixty-one University of Sydney pharmacy undergraduates acted as mystery shoppers. Students enrolled in their third year of Bachelor of Pharmacy in 2015 were eligible to participate. Any community pharmacy in the Sydney metropolitan region was eligible to take part and was selected through convenience sampling. INTERVENTION:Repeated mystery shopping with immediate feedback and coaching. OU

SUBMITTER: Collins JC 

PROVIDER: S-EPMC5735410 | biostudies-literature | 2017 Dec

REPOSITORIES: biostudies-literature