An investigation of non-prescription medicine supply in community pharmacies in Hanoi, Vietnam

摘要: Supplying safe, appropriate and effective non-prescription medicines for customers in community pharmacies is a key role of pharmacists pharmacy assistants every country. However, low middle-income countries, including Vietnam, the quality professional services from limited, unclear has often been questioned. There limited research about real situation surrounding medicine supply Vietnam. The factors that influence to what extent service provision could be improved benefit needs explored. This study aimed investigate Hanoi, Vietnam order provide scientific evidence situation. A mixed method approach was used this valuable insights into occurs during staff-customer transactions. Following ethical approval, fieldwork observations were undertaken five over week period March May 2011, followed by 22 semi-structured interviews with eight 14 who had observed. enabled participants express their perceptions experiences regarding pharmacies. Survey research, using structured questionnaire, conducted 505 asked evaluate they just received. Results three sources triangulated validated comparing, contrasting, complementing confirming better understanding make recommendations improving The findings indicate influencing include attitudes staff, medical pharmaceutical knowledge communication skills. settings, customer such as customers’ complex diverse demands, irrational use medicines, following suggestions others, tough all impacted on Being conveniently located, offering reasonably priced being large good reputation also considered important impacting selection pharmacy. results show there are limitations discrepancy between staff actual practice terms attitudes. Poor performance, many situations, did not come lack knowledge; rather it appeared result negative staff. Such likely related focus short-term profit than focusing balance long-term benefits both Positive attitudes, taking greater responsibility, loyalty ignored. performance some extent, affected education training. Some educational organisations have commercialised training activities paid too much attention quantity graduated students training. This implications improvement responsible identified attitude interventions New subjects should added students’ curricula developed areas skills, psychology, selling skills patient safety. For assistants, gaining treatment experience feedback keeping up date new information continuous activity. Close co-operation health authorities, policy makers researchers conducting further implementing policies, improve