Source document: https://docs-lawep.s3.us-east-2.amazonaws.com/1697633476996.pdf (Australia)
Making the case for the self care of minor ailments August 2009 Contents 1.

Executive Summary 2.

TNS research findings in more detail Page 3-15 Page 16-50 3.

Objectives 4.

Methodology & sample Page 17 Page 18 5.

Qualitative research findings 6.

Quantitative research findings 7.

How are consumers/healthcare professionals currently behaving?

8.

Why do consumers/healthcare professionals behave this way?
Page 19-22 Page 23 Page 24-32 Page 33-50 2 Executive Summary Background PAGB’s research among consumers in 1987, 1997 and 2005 has shown that there is a high incidence of minor ill health in the population.

 Minor ailments are part of normal everyday experience for us all, particularly: backache, coughs and colds, headaches and migraine, toothache, indigestion, skin problems, allergy and respiratory problems.
In most cases people manage these minor ailments through self care using an OTC product but the picture built up from previous research has demonstrated a level of dependency on the doctor.

 It showed that people often abandon self care for the doctor typically within a period of 4-7 days.

According to GPs this is earlier than needed generating in their opinion unnecessary consultations and in most of these cases a prescription was given as a result of the consultation.
The PAGB has since conducted two further research projects that investigate the treatment of minor ailments in order to make the case for encouraging self care for minor ailments Source: Everyday healthcare study: 1987 & 1997 conducted by BMRB International for PAGB A Picture of Health: 2005 conducted by NOP for PAGB/Reader’s Digest 4 Reducing GP consultations for minor ailments would result in significant savings & reduced demand on the NHS Until recently there was no data available on numbers of GP consultations for minor ailments and the cost of these to the NHS but in 2007 the PAGB commissioned IMS to quantify GP workload for minor ailments and their costs This research showed high volumes of GP consultations for minor ailments and the associated significant costs these have to the NHS: 57m consultations involving minor ailments; 6m consultations involving a minor ailment plus other condition 51.4m consultations involving minor ailments alone 18% of GP workload is accounted for by minor ailments alone Nearly half the consultations are generated by 16 - 59 year olds Treatment of minor ailments within primary care incurs significant cost to the NHS of £2b 80% of costs are for GPs’ time equating to £1.5b and on average over an hour a day for every GP Over 91% of all minor ailment consultations result in a prescription at a cost of £371m The NHS cannot afford to spend £2bn on minor ailments with expensive doctors dealing with conditions that people can cope with themselves and are already doing so Source: IMS Health Dec. 2007 study, commissioned by PAGB Base: 500,000 patient records from IMS database ‘Data Analyser’ 5 Significant savings could be made if there was a focus on self care specifically for the top 10 ailments Top 10 account for 75% of all minor ailments *Dermatitis includes all forms of dermatitis (e.g.
contact, atopic, ingestion, seborrhoeic) and eczema (e.g.
atopic, dry, infantile) Source: IMS Health Dec. 2007 study, commissioned by PAGB; Base: 500,000 patient records from IMS database ‘Data Analyser’ 6 2009 research also indicates a need to shift behaviour and perceptions to encourage self care In 2009 PAGB commissioned TNS Healthcare, A Kantar Health Company to study the attitudes and behaviour of consumers, patients, GPs, nurses and pharmacists to understand the drivers and barriers for self care of minor ailments.
This research has confirmed that most consumers… Engage in repetitive behaviour Typically wait 4-7 days before seeking GP advice on a minor ailment (depending on the condition) Need educating to ask the pharmacist for advice Have concerns about paying more than prescription charge for OTCs Are more cautious when treating infants and young children Must feel able to consult GP/Nurse if necessary if the condition is recurrent, persistent or if they have tried self care & this has failed And that pharmacists… Spend little time out of the dispensary (~10%) Think GP/Nurse should encourage patient to self treat Strongly believe that patients trust them And finally that GP/Nurses… Claim to recommend self-care (however consumers don’t agree) Have less confidence in the pharmacist and believe patient doesn’t either Need ‘permission to act’ Don’t believe that patients know when to self-care & think they lack confidence Don’t agree that patients prefer to self treat Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) 7 Qualitative findings showed the need for support for all groups in encouraging self care Consumers Claim to be using OTC medicines to treat minor ailments & that they visit GP appropriately – GPs do not agree and believe they present too early and unnecessarily Many situations where minor ailments found to be more in need of GP assistance: persistent, recurring, worsening symptoms Cost not stated as barrier to self care Some consumers were seeking reassurance from the GP, not just a GPs/Nurses prescription.
Pharmacists Are in favour of increased self care.
Willing to prescribe for minor ailments – often for ‘easy life’ Welcome ‘top down’ approach to help them encourage self care Show concern for misdiagnosis/mistreatment (particularly Practice Nurses) Most positive reaction to concept of increased self care Favour the idea of spending more time consulting patients & raising profile Recognised that there is low awareness of pharmacists advisory role Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) 8 Treating minor ailments is a habitual process – in order to change behaviour the cycle needs to be broken!
Generally GPs/Nurses are too willing to prescribe and lack confidence in pharmacists so need ‘permission to act’ to break this cycle Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) 9 The future of self-care needs to have an empowered confident consumer supported by GPs, nurses and pharmacists Current picture Consumer: currently self-selecting without advice and judging themselves when necessary to visit GP/Nurse Pharmacist: Where possible, being proactive to build a relationship GPs/Nurses: Currently still willing to Rx for minor ailments and not directing patients to pharmacist due to lack of trust Future picture Confident consumer selects OTC medicine and makes pharmacist first port of call if symptoms persist Pharmacy staff can become more involved in patient self care GP/Nurse feels confident to suggest self care route and trusts pharmacist capability Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) 10 Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) Increasing self care in the whole population is an investment in the future The founding principle of the NHS is to provide free health care at the point of need; taking responsibility for maintaining health, preventing ill health and dealing with minor ailments should be sensible behaviour for individuals The overarching aim must be to move to self care and not to signal a shift of dependency from one healthcare professional to another e.g.
from doctor to nurse or pharmacist Empowering people to look after all their minor ailments through self care with full support so that they consult the GP only when needed will … Reduce demand on the NHS & ensure that it is used in the most cost effective way Change dependency behaviour while improving people’s ability to care for their own and their families’ health and wellbeing, resulting ultimately in the ‘fully engaged consumer’ who: Is confident about when and what to do about looking after their own and their family’s health and illness Knows when to use a GP and when to use a nurse, pharmacist or other healthcare professional, is not dependent on the NHS and uses NHS resources wisely Is prepared to prevent illness as well as self treat minor ailments Responds to messages about self care and self medication by acting upon them Will be less dependent on the GP when faced with long term conditions Is prepared to challenge healthcare professionals about what they want in the way of support in caring for themselves Resulting in an improvement in the overall quality of care for all 11 How do we make progress?
Policies already reflect the need for people to take greater responsibility for their health (as indicated in the Darzi plan): Quick access when needed (telephone, internet, face-to-face settings) More choice and less inequalities There is now the need to emphasise how the NHS should be used including in which circumstances these access points should be used It is no longer about developing policies but about implementing and action – we need to break the cycle of habitual behaviour by: Mounting a public health education campaign about the top ten minor ailments in general practice by category Giving people information to enable them to feel confident self caring for the right time period Giving doctors permission to endorse self care without offering a prescription Focussing on promoting the drivers and removing the barriers to self-care as uncovered by TNS Healthcare 2009 research This should be implemented now at central and local levels and government must lead this change Behaviour has not changed in over 20 years and the health service cannot afford to wait another 20 years before seeing a change in culture and behaviour 12 Drivers and barriers to implementing a successful adult ‘self-care’ programme – consumers and patients Driving forces Restraining forces Empowering people to self care for their minor ailments Already self-treat initially and repeat if successful Do not want to waste GP time Feels confident about treatment minor ailments Self care is earlier treatment Willing to pay if less than prescription charge Creatures of habit – once prescribed will continue If OTC medicine fails will visit GP/nurse and begin cycle If symptoms continue, visits GP/nurse and seeks reassurance Many believe that prescribed medicine is a more effective treatment Unwilling to pay more than prescription charge Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480
 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) 13 Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) Drivers and barriers to implementing a successful adult ‘self-care’ programme – pharmacists Driving forces Restraining forces Want people to know that pharmacists are trained to give advice Believe increased self care will benefit pharmacy Believe increased self care is for the benefit of NHS Empowering people to self care for their minor ailments Believe they spend the right amount of time on minor ailments Worried that a condition could be serious Believe some patients will lack confidence and want to see a GP Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) 14 Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) Drivers and barriers to implementing a successful adult ‘self care’ programme – GPs/Nurses Driving forces Restraining forces Claim to already encourage self-care OK for patients to pay for OTC if less than prescription charge Empowering people to self care for their minor ailments Some belief that pharmacists can offer adequate advice Frees GP time Puts patients in charge of their health Currently often prescribe for minor ailments Patients are not aware that they have been encouraged to self care Do not believe that patients trust pharmacists Some lack confidence in pharmacists Source: TNS Healthcare, A Kantar Health Company, Jan-June 2009, commissioned by PAGB JN194480 Qualitative: 3 consumer groups, 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs (all face-to-face) 15 Quantitative: 1317 consumers, 131 GPs, 130 Nurses, 159 Pharmacists (all on-line), 401 patients (Spotlight self-completion) TNS Research Findings – in more detail 16 TNS
 study objectives Qualitative phase: To explore understanding of minor ailments (MAs), attitudes towards self-care and the perceived drivers and barriers To identify relevant attributes and language to be used in the quantitative phase Quantitative phase: To conduct a more robust evaluation of attitudes, drivers and barriers amongst consumers, patients, GPs, nurses and pharmacists 17 Methodology & sample Qualitative phase: Jan – March 2009 3 consumer groups 2 GP IDIs, 2 Nurse IDIs, 2 Pharmacist IDIs All conducted face-to-face - 60min interviews Quantitative phase: April – June 2009 1317 consumers (on-line) – 1017 England, 200 Wales – nationally representative 131 GPs (on-line) – 100 England, 31 Wales 130 Nurses (on-line) – 100 England, 30 Wales (including 46 Nurse prescribers) 159 Pharmacists (on-line) – 129 England, 30 Wales 401 patients (Spotlight self-completion) (including spread of Independents, Small Multiples, Boots/Lloyds) 10-15min interviews 18 Qualitative research findings: Attitudes to self-care 19 Minor ailments are treated by patients themselves and do not pose any major health risk Minor ailments are: Not life-threatening / do not pose a major health risk Managed by patients themselves Self-limiting (GP) / get better by themselves Uncomplicated No special diagnostic tool required (GP) Easy for patients to diagnose (C) Do not last long (C) Do not necessitate hospitalisation (C) Treatable with OTCs How they differ from other ailments: More serious conditions require prescription medication Minor ailments are shorter lasting than more serious conditions More serious ailments require HCP involvement Minor ailments are dealt with in triage unlike other ailments (N)
 Minor ailments are handled by nurses unlike other ailments (N) ‘Not life-threatening and unlikely to become so, whereas a more serious illness is one that affects their health pattern long-term.’ ‘If you leave them alone and don’t even treat them, they will go away by themselves.’ ‘A minor ailment is something you can diagnose yourself and treat yourself, without seeing a doctor.’ (GP, Epsom) (Practice Nurse, Epsom) (Consumer, Manchester) 20 HCP and consumer attitudes to increased self care are, for the most part, positive For NHS: May reduce unnecessary prescriptions & save money For GPs & nurses: Frees up GP & nurse time for patients with more serious problems May avoid unnecessary consultations with doctors Supports current behaviours e.g.
use of information sheets, encouraging self care For pharmacists: Raises profile of pharmacists Increases pharmacist job satisfaction (P) For patients: Empowers patients Increases patient confidence and independence Can treat easily when surgeries closed (N, C) Quicker for patients to self-treat (GP, C) Reduced anxiety for patients if have self-treated successfully before (GP) Wide choice of OTCs available, so easy to self- treat (C) Should be linked to health promotion (GP) Small risk of misdiagnoses and incorrect treatment Could result in more serious pathology Patients may miss symptoms of serious disease (GP, C) Need to educate patients on red flag symptoms (GP) Could result in complications (N) Inappropriate for elderly patients (N, C) Easily confused and frightened (N) But OK for younger patients (N) Condition likely to be more serious (C) More difficult in rural areas?
(GP) 21 If patients are to be persuaded to self-care more, education will be critical Key elements Promote the role / raise profile of pharmacists Patient education Explain the role of pharmacists Provide guidance on useful websites Empowerment & confidence Communication / promotion Messages TV & radio advertising campaigns Involve PCTs, NHS Direct, GPs, nurses, health visitors, pharmacists and schools Posters and patient information leaflets in schools, GP surgeries, pharmacies & surgeries Provide a list of minor ailments that can be treated easily with OTC medication Include a strap line ‘ask your pharmacist’ on all promotional material (P) Stress can save money by buying OTC (C) Many people are driven by money (C) Talks at schools by pharmacists (C) How to manage minor ailments When should you see a doctor and when should you not?
e.g.

stay at home if you have flu When does a minor ailment become more serious?

 Do not make emergency appointments unless absolutely essential Safety of self-treating Benefits of self-treating Empowerment & independence Cost saving Quote how many patients consult when OTC would have sufficed Booklet given upon registration with GP ‘It all comes down to instilling confidence.
If patients lack confidence in seeing the pharmacist or they perceive that he gives out less potent medicines than POM items, that’s where the education is needed.’ (Pharmacist, Epsom) ‘There’s such a low awareness of pharmacists and the fact that they can give you really good advice.

They need to promote that first, so people are used to going there.’ (Pharmacist, Epsom) 22 Quantitative research findings: How are consumers/Healthcare Professionals currently behaving?
23 The incidence of minor ailments Minor ailments suffered in last 6 months – all above 15% 57 43 41 35 29 Colds Coughs Headache Back pain Sore throat Muscular pain Diarrhoea Period pain Flu Heartburn Dandruff Migraine pain Nasal congestion 23 21 19 18 16 15 15 15 % Consumer Q2.

What minor ailments have you or your child/children suffered from in the last 6 months?

Please only choose the ailments your child/children have suffered from if you have taken responsibility for how they should be treated.
24 Behaviour when treating a minor ailment is often influenced by their background and demographics Self-treaters Visit GP/Nurse More likely to be: Females ABC1/Higher earners Older consumers White British Prescription payers Full time workers More likely to be: Wales C2DE/Lower earners Prescription exempt (due to low income) Consumers with children Only tendencies, some ABC1/high earners visit the GP/Nurse and some C2DE self- treat, dependent on person and condition 27 The most common response to minor ailments is to self-care regardless of social grade or prescription charge status, consumers of social grade E are more likely to visit the GP/Nurse as ability to pay & exemption from prescription charge plays a role.
Base: All England responses (3052 ailments) Social Grade % Pay for Prescription % Visited GP/Nurse who prescribed medicine Visited GP/Nurse who recommended non-prescription medicine Sought advice from a pharmacist who referred to GP/Nurse Sought advice from a pharmacist/pharmacy assistant & purchased non-prescription medicine they recommended Self-selected a non-prescription medicine Used medicine already had in home medicine chest Used a ‘Home Remedy’ (e.g.
hot water bottle, hot honey & lemon drink) Did not use anything Other C1 13 AB 14 42 32 C2 17 3 3 12 11 11 27 22 14 23 19 97 15 12 21 26 7 11 1 D 19 2 2 12 20 17 7 20 1 E 23 2 1 11 19 18 8 16 2 Yes 13 3 2 12 24 21 7 14 2 No 22 2 2 10 19 19 9 16 2 28 Consumers claim to only visit the GP after attempting self treatment (but don’t speak to pharmacist for advice) How are consumers treating MAs?
18% in Wales vs. 23% in England 21 20 21% in Wales vs. 16% in England 17 15 14 Purchased non-Rx med without advice/recs Used meds already had at home Visited GP/Nurse who Rx meds Did not treat at all Sought advice from pharm/ assistant (all) Used home remedy 8 Visited GP/Nurse who recommended OTC 3 % And when consumers consult a GP/Nurse, do they attempt any other type of treatment beforehand?
Bought non- Rx medicine 35 9 Self-selected Obtained advice Nothing 31 Visited GP/Nurse before 17 4 Obtained Rx No Rx Used medicine already had 18 Used a home remedy 8 % Patients in Wales significantly less likely to have tried OTC medicine before visiting GP/Nurse – 29% compared to 48% in England Consumer Q3a – How did you treat condition in first instance (Base: all ailments – 3927) Patient Q6 – Before this visit had you done anything else to treat this condition?
(Base: all valid responses – 399) 29 GP/Nurse beliefs not aligned with consumers – claim to recommend self care more often Treatment for minor ailments (mean %) Rx medication (GPs & Nurse Rx’s only) Recommend they purchase non-branded OTC Recommend do not treat Recommend home remedy Recommend use medicine have at home Recommend buy named brand OTC Recommend see pharmacist 4 18 20 17 7 7 7 12 13 13 10 10 Refer to GP (Nurses only) 16 (All others less than 1%) 26 45 GPs/Nurses in Wales prescribe medication in a higher proportion of cases Of all patients recommended to self-treat, give prescription as back-up to 12% (GP) Nurses GPs GP/Nurse Q3.
Thinking about the patients that consulted you for a minor ailment in the last month, for approximately what proportion of these patients did you….
(Base: GPs 131 -, Nurses - 84, Nurse prescribers - 46) 31 Some consumers appear to give up on self care earlier than they need to How long would continue with self treatment if condition persisted 14 15 1-3days 4-7days 8-14 days 15-28 days 4 29-52 days 3 53+ days 1 Never 32 31 In qualitative research some GPs did say that patients with minor ailments visit too early or unnecessarily (not covered in quantitative survey) Consumer – Q3c.
If this condition persisted how long would you continue with elf treatment option before consulting a GP/Nurse?

(Base: all who self treated at least one MA) 32 Quantitative research findings: Why do consumers/Healthcare professionals behave in this way?
33 It is often a habitual process… 34 Consumers are most likely to use the treatment method used previously if the minor ailment has been suffered before Description of minor ailment Treatment decision on this occasion Recurring previously Rx 22% 61 Recurring previously self- treat 53% 6 % 84 34 3 1 9 2 Recurring ignored 14% 10 39 50 1 GP/nurse Self-treat Did not treat Other Note: Patient data supports this– only ~17% treated minor ailment differently on this occasion compared to last time they suffered from the condition Consumer Q3b – How would you describe each minor ailment that you or your child has suffered?
(Base: all ailments – 3927) 35 If it is a new condition, they claim to be more likely to self-treat Description of minor ailment Treatment decision on this occasion Not suffered before (11%) 23 % 52 22 3 GP/nurse Self-treat Did not treat Other Self-care failed Condition persists and need reassurance Treatment perceived to be more effective Feel more confident Don’t want to waste GP/nurse time Convenience Some differences by condition, when condition is new: Self treat cystitis, infantile colic, warts & period pain Visit a GP/Nurse with conjunctivitis Not treat sprains Consumer Q3b – How would you describe each minor ailment that you or your child has suffered?
(Base: all ailments – 392) 36 Current consumer drivers are habit, confidence, not wasting GP/nurse time, convenience and past experience Reasons for self-treating – Consumers only % top two box score 0- 10 10- 19 20- 29 30- 39 40- 49 50- 59 60- 69 70- 79 80- 89 90- 100 If have successfully self treated before, will try again Don’t want to waste GP/Nurse time Confident treating minor ailments because they are not serious Its quicker than waiting for an appointment Pharmacists can give sufficient advice More convenient to visit GP/Nurse Benefits of self care make paying for non-Rx medicine worthwhile For some minor ailments GP cannot help Non-Rx medicine is just as effective More likely to buy non-Rx medicine if condition embarrassing Q7.
Below is list of statements relating to reasons why you might choose to self-treat a minor ailment.

Using a 5 point scale, to what extent do you agree or disagree with each statement?
39 Consumers Consumers claim expense is not a barrier to self care and only visit if self-care failed/need reassurance Reasons for visiting GP/Nurse – Consumers only % top two box score 0- 10 10- 19 20- 29 30- 39 40- 49 50- 59 60- 69 70- 79 80- 89 90- 100 Similar reasons to those given by HCPs as reasons for referral If self care has failed would go to GP/Nurse As time goes by worry & need reassurance from GP/Nurse Always vist GP nurse with young child Encouraged by family/friend Want to keep good relationship with GP GP/Nurse Rx more effective treatments Might indicate something more serious Not confident to judge if minor Wouldn’t pay for non-Rx medicine when can get Rx for free (Wales only) Pharmacist can’t provide advice Its cheaper to get a Rx than buy non-Rx medicine Q6.
Below is list of statements relating to reasons why you might choose to visit your GP/Nurse for a minor ailment.

Using a 5 point scale, to what extent do you agree or disagree with each statement?
41 Consumers Similar attitudes when thinking about specific occasion– belief that GPs can prescribe more effective treatments Reasons for visiting GP/Nurse – Patients only (specific occasion) 40- 49 % top two box score 0- 10 10- 19 20- 29 30- 39 50- 59 60- 69 70- 79 80- 89 90- 100 GPs/Nurses Rx more effective treatments Already tried self care but wasn’t effective Concerned that could be linked to more serious condition Encouraged by family/friend Have good relationship with GP/Nurse Previously been prescribed medication Didn‘t know I could buy something for this condition Don’t have confidence to treat More convenient to visit GP/Nurse Prescription was cheaper Was already visiting GP/Nurse for something else Wouldn’t trust pharmacist advice Significantly higher response amongst patients in Wales Patients Patients Q7.
Below is a list of reasons why people might decide to visit the GP/Nurse to obtain a prescription rather than buy a treatment.

To what extent did each reason influence your decision to visit the GP/Nurse to obtain this prescription?

43 In order to change the behaviour of those visiting the GP/Nurse the cycle needs to be broken!

What are healthcare professionals' perceptions towards self-care and what are they doing to break this cycle?
Some initiatives but generally GPs/Nurses are too willing to prescribe and lack confidence in pharmacists 45 Despite GPs/Nurses claiming to recommend self-care, consumers feel they are not challenging their prescription request Patient perception on GP willingness to prescribe % General view 1 8 17 26 48 Not at all willing (1) 2 3 4 Very willing (5) Patient Q9 – How willing was your GP to prescribe medicine on this occasion?
(Base: all valid responses – 395) 47 The majority of patients claim that a self-care option was not discussed on this occasion or for the future Patient recall of discussion about self-care On this occasion In the future Purchasing named brand Purchasing non-branded Ask pharmacist Nothing 6% 5% 14% 78% 14% 13% 18% 67% Patient Q8 – Were any of the following discussed in your consultation with the GP/Nurse?
(Bases: all respondents – 401) 48 Pharmacists workload is taken up with dispensing prescriptions Pharmacist workload on minor ailments (% of time) Pharmacists’ time needs to be freed up if they are to have the capacity to advise people with minor ailments 0 to 10 43 11 to 20 29 21 to 30 14 31 to 40 41 to 50 6 6 50+ 2 % Too much 7% Just right 59% Too little 34% Pharmacists – Q1a.

What proportion of your working day do you spend advising customers/giving recommendations on minor ailments?

Q1b.
Q1b.

Do you feel this is….
(Base: all pharmacists) 49 Even though consumers don’t ask for advice, pharmacists claim to be proactive in building a relationship What do pharmacists do when…… Customer self-selects GSL product (%) Customer requests brand of OTC product (%) 50 61 15 35 % 23 16 % Inquire as to what they are buying the product for & offer more effective alternatives Inquire as to what they are buying the product for & offer cheaper alternatives Sell them product they selected without dialogue Pharmacist Q6.
Sometimes customers self-select a product or request a specific brand of OTC product for a minor ailment without asking for any advice, in each of the following situation would you… (Base: all respondents) 50 Making the case for the self care of minor ailments August 2009