Mystery shopping and coaching as a form of audit and feedback to improve community pharmacy management of non-prescription medicine requests: an intervention study.

Objectives: To determine whether repeated mystery shopping visits with feedback improve pharmacy performance over nine visits and to determine what factors predict an appropriate outcome.

Design: Prospective, parallel, repeated intervention, repeated measures mystery shopping (pseudopatient) design.

Setting: Thirty-six community pharmacies in metropolitan Sydney, Australia in March-October 2015.

Management of common ailments requiring referral in the pharmacy: a mystery shopping intervention study.

Background Pharmacists can play a key role in managing ailments through their primary roles of supplying over-the-counter (non-prescription) medicines and advice-giving. It must be ensured that pharmacy staff practise in an evidence-based, guideline-compliant manner. To achieve this, mystery shopping can be used as an intervention to assess and train pharmacy staff.