Pharmacists are highly trained healthcare professionals.
By virtue of convenience and geographic distribution, pharmacists are more readily accessible than any primary care provider. The objective of this paper is to develop a model of customer interactions with their pharmacist, using qualitative methods. The data were collected and analyzed according to the grounded theory method. The grounded theory method was chosen because there is little consensus about customer expectations of pharmacists in the literature. The Model of Pharmacist Interceding is the proposed substantive theory that depicts the connection between customer needs, pharmacist interaction with customers characterized as interceding, and the development of a customer-pharmacist relationship.