Are evidence-based criteria addressed during counseling on over-the-counter products? An observational study in community pharmacies

Abstract

Objective: We examined whether evidence-based criteria were addressed during counseling on over-the-counter products (OTCs) in community pharmacies.

Methods: Consultations were observed in 10 community pharmacies. We analyzed communications about OTCs to determine if any information on three evidence-based criteria (outcome variables: scientific evidence such as clinical study results, pharmaceutical staff's experience, and customer's experience) was mentioned. Two groups of communications were compared with Pearson's chi-square and Fisher's exact test, as appropriate: The communications about OTCs recommended by the pharmaceutical staff vs. the communications about OTCs requested by customers.

Results: In 379 observed consultations, 300 OTCs were recommended by staff and 390 OTCs were requested by customers. The least included criterion was scientific evidence (in OTCs recommended by pharmaceutical staff - 1% vs. requested by customers - 0%), followed by pharmaceutical staff's experience (5% vs. 1%). The customer's experience was addressed more frequently (14% vs. 41%). Statistically significant differences between the two groups were found for all criteria (p < 0.05).

Conclusion: Evidence-based criteria were rarely addressed during counseling on OTCs.

Practice implications: Pharmaceutical staff should be encouraged to include the three evidence-based criteria more frequently. Additionally, customers should be encouraged to request such information from the staff in community pharmacies.

Keywords: Counseling; Health communication; Non-prescription drugs; Observation; Pharmacies; Self-medication.