LAUSR

Background: Self‐care, and hence self‐medication, is becoming an increasingly popular practice worldwide. Community pharmacies are an important destination for those seeking non‐prescription medicines, and pharmacists and their staff are in a prime position to facilitate appropriate and safe self‐medication. Purpose: To determine what modifications (for example, a change in brand, change in drug, or non‐supply) pharmacy staff make when presented with a request for a non‐prescription medicine, and to determine what factors influence whether a modification is made. Methods: Sixty‐one third year Bachelor of Pharmacy students from The University of Sydney were trained as mystery shoppers to make 9 visits once a week to 36 community pharmacies in the metropolitan region of Sydney, Australia from March–October 2015. Students presented to a different, pre‐allocated pharmacy once a week with a direct product request for a non‐prescription medicine relating to a common ailment (e.g. asthma, insomnia, allergic rhinitis) for 9 weeks. Student mystery shoppers audio‐recorded each visit and collected the details of the interaction and product sold. Descriptive statistics, chi‐squared analyses, and binary logistic regression were performed to find factors influencing modifications made by pharmacy staff to the simulated patient initial request. Results: Of 540 completed visits, 497 were eligible for analysis. Modification (change in brand, intra/interclass change, companion sale, or no product supplied) occurred in 49% (n = 245) of visits. Whether the product requested was deemed “not appropriate” given the scenario outline was the only significant predictor of whether a modification to the request occurred (42% modification, “appropriate” scenarios vs. 57% modification, “not appropriate” scenarios; χ2 = 8.90; p < 0.01). Conclusions: Modification from the original non‐prescription medicine request occurred in approximately half the reported requests. A request for a product that was considered “not appropriate” was more likely to elicit a modification than a request for an “appropriate” non‐prescription medicine.