Can I help you? A qualitative study of pharmacist and pharmacy assistant views on the role of pharmacy assistants in New Zealand

Abstract

Abstract Objectives To begin to explore the role of PAs more fully in a New Zealand context, through semi-structured interviews with PAs and pharmacists. Methods Semi-structured, qualitative interviews with a convenience sample of pairs of PAs and pharmacists working in a pharmacy together. Key findings Pharmacists and PAs both described important roles for PAs. The PAs tended to see themselves as the first point of contact for customers, and that they fulfilled an important healthcare role for the public. Pharmacists agreed that they were the first point of contact yet viewed this more as a gatekeeper role to the pharmacist. Views were also expressed about the difference between PAs and other retail employees. Pharmacists and PAs noted that the ‘public’ expected PAs to have a basic knowledge of non-prescription medicines and their uses. PAs described difficulties when requesting personal information from customers or asking essential questions where the customer had made a specific product request. Being able to know when to refer to the pharmacist was seen as a key role. Conclusion Despite being able to describe a number of roles for PAs, these were highly variable. The lack of mandatory training and a clearly articulated role for PAs in New Zealand meant that in some cases PAs might be seen as little more than general retail assistants – a view not in line with their actual roles and practices. Attention to these issues may well help to resolve this, as will public education about the PA's role.