Int J Pharm Pract 1997;5:16-25

Medicines Research Unit, Welsh School of Pharmacy, University of Wales, Redwood Building, King Edward VII Avenue, Cardiff, Wales CF1 3XF
Stuart Wyn Evans, PhD, MRPharmS, research pharmacist
David Neale John, PhD, MRPharmS, lecturer
David K. Luscombe, PhD, FRPharmS, professor of clinical pharmacy

Department of Social and Administrative Studies, University of Wales, Cardiff
Michael John Bloor, PhD, reader

Correspondence: Dr Evans

Original Papers

Use of non-prescription advice offered to the public by community pharmacists

STUART W. EVANS, DAVID N. JOHN, MICHAEL J. BLOOR and DAVID K. LUSCOMBE

A study was undertaken to establish whether members of the public use the specific advice offered by community pharmacists relating to minor ailments and non-prescription medicines. Conversations between pharmacists and clients discussing symptoms and researcher-client interviews were recorded and transcribed. Ninety-eight clients who had sought advice either for themselves or someone in their care were interviewed by telephone using a structured instrument. While pharmacists offered a mean of 13.7 information items per client, only 3.3 were later recalled (24 per cent). Clients were more likely to recall procedural advice (P<0.001) and repeated items of information (P<0.01). Over three-quarters of the medicines sold (76.5 per cent) were reported to have been used within the dose range specified by the manufacturer (or recommended by a pharmacist if different). Ten clients were directly referred by the pharmacist to a general practitioner; seven had visited their GP before the interview. A further 30 clients were conditionally referred. Forty-six clients reported the resolution of symptoms on interview and a further 34 reported symptom improvement. All clients, when asked, reported being satisfied with their pharmacy visit.