Diabetes related communications in community pharmacy: reflections on the findings from a feasibility study

Aims
1. To assess the feasibility of keeping a log of diabetes-related communication in a community pharmacy.
2. To explore the potential of the logs to reflect diabetes-related communications within pharmacies.
Design
A reflective log-keeping exercise in community pharmacies (duration, four weeks) of any diabetes-related communication taking place between pharmacy staff and their service users, and any signposting made to and from other relevant health professionals.
Subjects and setting
Nine community pharmacy branches of the Independent Pharmacy Care Centres PLC based in Hull, East Yorkshire and North & North East Lincolnshire.
Outcome measures
A description of the form and nature of diabetes-related communication.
Feedback on the practicalities of keeping the log.
Results
22 communications were logged; 21 involved direct face-to-face contact and one log involved a telephone conversation. Two thirds of the communications involved conversations with patients with diabetes, a third were with a partner/family member. The conversations captured fell into 5 categories: sugar free medicines, blood glucose testing meters, prescription medicines, diabetes specific education/information, and an unclassified category. The logs demonstrated that communications can involve all members of the staff team, working independently or jointly across roles in the pharmacy.
Conclusion
Community pharmacies were actively involved in providing diabetes health related information/education and support. Communications involved directly assisting people with diabetes and providing information to people supporting others with a diagnosis of diabetes. We propose that the logs provide a valuable means of acquiring information about the form and nature of diabetes related communication and signposting within community pharmacy.