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Privacy concerns continue to trouble pharmacy 29/08/2014
thousands of pharmacy customers have endorsed the level of service provided by pharmacies around the country, while raising concerns over privacy issues, in particular. Analysis of QCPP patient questionnaires has revealed common themes across pharmacies with opening hours, privacy, pharmacy layout, seating and pharmacy appearance that all pharmacies needed to consider.
 Thousands of pharmacy customers have endorsed the level of service provided by pharmacies around the country, while raising concerns over privacy issues, in particular. 
 
Analysis of QCPP patient questionnaires has revealed common themes across pharmacies with opening hours, privacy, pharmacy layout, seating and pharmacy appearance that all pharmacies needed to consider.
 
Overall results were highly positive, with levels of respectful care, individualised care and trust all being voted as very good to excellent by more than 90% of customers.
 
Writing in Guild magazine, Excellence, Andrew Matthews, group executive, Pharmacy Transformation Group, said over 70,000 patient responses had been received to date, from 2500 pharmacies.
 
“When combined with other surveys…. it is clear that community pharmacy is highly valued by the Australian health consumer,” he said.
 
However there were areas that required attention, in particular privacy concerns.
 
“The lowest scoring area in patient responses revolved around privacy issues,” Mr Matthews said. “QCPP Element 5 Action 3 requires the pharmacy to have an appropriate area that provides for private and confidential interactiosn with consumers.”
 
Among the other important findings, patients expressed:
 
A desire for their pharmacies to be opened for longer hours, and on Sundays;
To be asked whether they wanted a generic, rather than it being assumed;
A need for more seating in the pharmacy;
A preference for clearer pharmacy layout, specifying where to go for scripts, drop off, pick-up and general inquiries;
A preference for less cluttered dispensary counters.  

29 August, 2014 Chris Brooker Pharmacy News
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