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The Pharmaceutical Journal Vol 265 No 7114 September 16, 2000
Pharmacy Practice Research
Papers presented at the British Pharmaceutical Conference, Birmingham, September 10 to 13, 2000 pR45

Investigating health information requests in six community pharmacies

By E. V. Bennett and I. F. Jones

Introduction With the current government emphasis on increasing the availability of health information to the general public,1 the aim of this study was to determine the health information requests within six local community pharmacies, with a view to providing a health information resource in the future.

Method The six pharmacies involved in the study were situated within the Sheffield health authority area and consisted of: pharmacy A, an independent city centre pharmacy with extended opening hours; pharmacies B, C and E, parts of small independent chains (each a different organisation) serving their local area; pharmacy D, part of a national multiple and serving its local area; and pharmacy F, a supermarket pharmacy with extended opening hours.
The six pharmacies were asked to record information requests during the month of March, 1999. The data was recorded on specially designed data collection forms based on a previously formulated model,2 which were kept within easy reach of all places in the pharmacy where customer inquiries might occur. The forms were filled in by pharmacy staff trained for the purpose, as soon as possible after an exchange with a customer took place. Age and sex were estimated by the staff member. All information requests were included in the study, whatever the subject or type. Pharmacy staff were regularly reminded by a researcher (EVB) to fill in the forms. The forms were analysed using SPSS.

Focal points

  • Health information requests were made to six community pharmacies on a daily basis for one month
  • Information requests were made both in person and over the telephone
  • Approximately one third of all requests were made by proxy
  • Requests were made covering a diverse range of health topics
  • Forty-four per cent of requests resulted in OTC sales

Results A total of 2,359 information requests were made in the pharmacies between March 1 and 31, 1999, inclusive, giving a mean of 12.6 inquiries per pharmacy per day (assuming a seven-day week). Pharmacy A accounted for 65.1 per cent of all the requests, and had an average of 49.5 requests per day. If this pharmacy is excluded, the remaining pharmacies have an average of 5.3 requests per day.
The requests were made in two ways: 52.2 per cent were by phone; 45.1 per cent were at the counter (for 2.7 per cent, data was not given). Pharmacy A differed from all the other pharmacies at the 0.01 significance level (using the Scheffe test) with more telephone than counter inquiries. The mean for the other pharmacies was 86.75 per cent counter requests and 13.25 per cent by telephone. Most requests were made by females (59.9 per cent); 0.6 per cent of requests were made by 0-15 year olds, 34.5 per cent by 16-35 year olds, 28.3 per cent by 36-55 year olds, 14.4 per cent by 56-75 year olds, and 1.1 per cent by 76+ year olds.
Of all the requests, 33.7 per cent were made by proxy. Of the proxy requests, 76.8 per cent were made on behalf of relatives. Sales of over-the-counter medicines resulted from 1,041 requests (44.1 per cent of total). Requests for information related to health accounted for 2,193 (92.9 per cent) of all inquiries, with most inquiries being about products (37.7 per cent) or symptoms (18.9 per cent). The inquiries ranged over 66 separate subject areas, and a detailed analysis has been undertaken.

Discussion Although some inquiries were inevitably missed because of forgetfulness and pressure of work, a good picture is given of information requests by pharmacy clients. It is clear that the six pharmacies do not experience similar request methods or quantities, but are used as an information resource by their clients on a diverse range of topics. In its pilot phase, NHS Direct computed a mean of 44.6 inquiries per centre per day,3 an equivalent number to pharmacy A. This research would support a view that community pharmacies could help provide a health information service to complement NHS Direct. Further research will take place investigating the introduction of a touch screen information resource to the pharmacies.

Division of pharmacy practice, University of Portsmouth, Portsmouth PO1 2DT

References

1. Dobson F. Information for health: an information strategy for the modern NHS 1998-2005; a national strategy for local implementation. London: Department of Health; 1998.
2. Hibbert DA. Method for measuring over-the-counter advice in the pharmacy. Manchester: Pharmacy Practice Research Resource Unit, University of Manchester 1996; p16.
3. Department of Health. NHS Direct to cover 40 per cent of England by 1999. Press release 98/322. London: the Department; 1998.