"Not just someone stood behind the counter": The views and experiences of medicines counter assistants

Abstract

Objective: The aim of this study was to explore the attitudes of medicines counter assistants (MCAs) to the management of a minor condition (diarrhoea). General issues around the role of MCAs in the management of minor ailments, relationships with customers, knowledge and training were also explored. Method: Two focus group discussions were convened with 12 MCAs, drawn from ten community pharmacies in the UK. These pharmacies included large multiple pharmacies, small chains and independent pharmacies. Key findings: The MCAs in this study recognise that they are often the first point of contact in the pharmacy and discuss the rapport they develop with customers. It appears however, that there is a possible mismatch between the perceptions of MCAs and those of customers. Whilst the MCAs feel that they are skilled health workers, some of the customers they deal with regard them as merely shop assistants. The MCAs also report a sense of feeling under-valued and unsure of their position in community pharmacy. Conclusion: The MCAs in this study did not feel that their role in the management of minor ailments was recognised fully and felt disenfranchised.