Lloydspharmacy MUR audit reveals customer satisfaction but pharmacists still challenged
Customers of Lloydspharmacy appear to be satisfied by the company's medicines use review (MUR) service. And although most pharmacists are finding the consultation process relatively straightforward, almost a third are finding it a challenge.
An audit of the service, conducted by Lloydspharmacy in May and June
this year, indicates that 95 per cent of customers (n=398) are either
satisfied or very satisfied with the service and 47 per cent say they
will do something different, in terms of how they take their medicines,
as a result of the MUR. Feedback from pharmacists (n=590) reveals that
73 per cent enjoy delivering MURs and 60 per cent found the consultation
process to be relatively straightforward — 30 per cent found the
consultation a challenge.
As part of the audit, Lloydspharmacy also analysed more detailed data
from MURs carried out during a one-month period. The analysis shows that
two thirds of customers had some problem using their medicines that was
identified during the MUR and 55 per cent had a medicines issue that
the pharmacist could resolve.
Iqbal Gill, director of clinical commercial operations at Lloydspharmacy,
said: “Doing the audit has been a valuable exercise as it has enabled
us to find out exactly what our customers and pharmacy staff think about
MURs. While the results have been largely positive, the audit did reveal
some areas of concern among staff. We are now working closely with all
our pharmacy teams to iron out any problems or concerns and to provide
as much support as they need.”
Another finding from the MUR analysis was that 73 per cent of pharmacists
found it difficult to recruit customers, although 18 per cent found solutions
to this problem. Most MURs (86 per cent) were planned and 23 per cent
resulted in the patient being referred back to their GP. |
The
Pharmaceutical Journal
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