Identifying and managing performance concerns in community pharmacists in the UK

Abstract

Objectives To explore current arrangements for identifying and managing performance concerns in community pharmacists in the UK. Methods Semi-structured qualitative telephone interviews were conducted with 20 senior managers from community pharmacies and locum agencies. Results A strong emphasis was placed on business performance alongside other aspects of professional performance in the identification of performance concerns in pharmacists. The majority of concerns were identified reactively, through customer complaints, peer- or self-referral, or following a dispensing error. Community pharmacies sought to manage performance concerns internally where possible, but only the larger organizations had the infrastructure to provide their own training or other remedial support. Several challenges to identifying and managing performance concerns were identified. There were few mechanisms for identifying and supporting locum pharmacists with performance issues. Conclusions Being ‘for-profit’ organizations, community pharmacies may prioritize business performance over ensuring the professional performance of pharmacists, the responsibility for which would be left to the individual pharmacist. This may be detrimental to the quality of care provided. With the growth of independent sector providers more widely, these findings may have implications for the regulation of other health care professionals’ performance.