Survey Questionnaire
PHARMACIST
Thank you for agreeing to participate in this research to support the
evaluation of the MIC program. Your contribution will greatly aid in finding
ways to further improve the program. As we mentioned to you on the phone,
the research is being conducted on behalf of the Pharmacy Guild of Australia
and the Department of Health and Ageing by TNS – an independent research
company. Funding for this project was granted in the Third Community
Pharmacy Agreement. The Pharmacy Guild approval number for this
research is 534 and we have a rating of A1. Additionally, the project has been
given clearance by the ABS Statistical Clearing House Ref #XXXXX
This survey seeks your honest opinions and experiences with the Medicines
Information for Consumers (MIC) program and Consumer Medicine
Information (CMI) generally. Please follow the instructions carefully to
complete the questionnaire and return it directly to us in the reply paid
envelope provided.
Your responses are completely confidential – you will not be identified in any
way as your responses will be aggregated with those of many other
pharmacists across Australia.
If you have any queries about the survey, please do not hesitate to call
Victoria Parr at TNS on 02 9563 4288 during business hours.
Firstly, a few questions about this pharmacy…
J21000_slf_qre_pharm.doc
Firstly, a few questions about this pharmacy…
1.
Is this pharmacy located in…
TICK ONE
()
A metropolitan area
A regional centre
A rural area
A remote area
2.
1
2
3
4
Is your pharmacy located in…
TICK ONE
()
A shopping centre
A shopping strip
Other (please specify: __________________________)
3.
1
2
6
Would you say that this pharmacy is a ‘Forward Pharmacy’…
TICK ALL THAT APPLY
()
Yes
No
Not sure
4.
1
2
9
Is this pharmacy…
TICK ALL THAT APPLY
()
Independent and privately owned
A franchise but privately owned
Part of a chain or pharmacy group
5.
1
2
3
What proportion of this pharmacy’s customers are regular customers and what
proportion are transient customers?
NOTE: BELOW SHOULD ADD TO 100% (PLEASE GIVE YOUR BEST ESTIMATE)
Regular
Transient
TOTAL
J21000_slf_qre_pharm.doc VP:jc (V.2)
2
(%)
%
%
100%
1
2
3
6.
How would you describe the typical customer profile of this pharmacy? Please
describe your customer profile by ticking all that apply below.
TICK ONE
()
Older people
People with chronic illness
People whose first language is not English
Indigenous people
Young families/mothers
Tourists/holiday makers
Local workforce
Local residents
Young singles
Other (please specify: __________________________)
No particular mix – all kinds of people
Not sure
7.
01
02
03
04
05
06
07
08
09
10
11
99
How would you describe the average socio-economic status (SES) of this
pharmacy’s customers?
TICK ONE
()
High SES
Middle SES
Low SES
No particular skew
Not sure
8.
How many full time equivalent pharmacists are employed at this pharmacy
including yourself?
For example, one pharmacist working five days week and one pharmacist working
three days a week would be 1.6 (FTE). We understand that this may be an estimate
only.
PLEASE WRITE IN:
9.
On average, how many (claimable) PBS prescriptions would this pharmacy
dispense each day?
PLEASE WRITE IN:
10.
On average, how many private prescriptions (non PBS) would this pharmacy
dispense each day?
PLEASE WRITE IN:
J21000_slf_qre_pharm.doc VP:jc (V.2)
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1
2
3
4
9
11.
Approximately what proportion of all prescriptions dispensed would be for new
medications and what proportion would be for repeats? Again, we understand
that this may be an estimate only.
NOTE: BELOW SHOULD ADD TO 100% (PLEASE GIVE YOUR BEST ESTIMATE)
(%)
New medicines
Repeats
TOTAL
12.
%
%
100%
3
()
AMFAC
FRED
REX (PHOENIX)
WINIFRED
LOCUM
LOTS
PHARMASOL/LOCKIE
QUICKSCRIPT
MINFOS
SUREFIRE
SIMPLE
SCRIPT PRO (PHILLIPS & PHILLIPS)
Other (please specify: __________________________)
01
02
03
04
05
06
07
08
09
10
11
12
96
How many dispensing terminals are actively used in this pharmacy?
TICK ONE
()
One
Two
Three
More than three
14.
2
Which dispensing software do you use in this pharmacy?
TICK ONE
13.
1
1
2
3
4
Is this pharmacy…
TICK ONE
Accredited under QCPP
Undergoing the QCPP accreditation process
Not accredited under QCPP
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()
1
2
3
15.
Does this pharmacy provide medications to…
TICK ALL THAT APPLY
()
Aged care facilities/nursing homes
Aboriginal Medical Services
People in their homes
None of these
1
2
3
7
MIC program and CMI delivery…
16.
Does this pharmacy participate in the MIC program? It is a Commonwealth
Government initiative whereby pharmacies are reimbursed for providing printed
Consumer Medicine Information (CMI) to customers.
TICK ONE
()
Yes
No
1
2
If this pharmacy does not participate, are there particular reasons for not
participating? If so, please describe these reasons in the space below…
PLEASE WRITE IN:
17.
On average, how many CMIs are printed by this pharmacy each day?
PLEASE WRITE IN:
18.
On average, how much time would you estimate is spent by this pharmacy each
day on delivering CMI to customers?
PLEASE WRITE IN:
Hours: _______ Minutes: _______
Note: It is understood that it is difficult to accurately calculate this time, however your best
estimate will be appreciated
J21000_slf_qre_pharm.doc VP:jc (V.2)
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1
19.
Compared to this time a year ago, would you say that you are spending…
TICK ONE
()
Much more time printing and delivering CMI
A bit more time printing and delivering CMI
The same amount of time printing and delivering CMI
A bit less time printing and delivering CMI
Much less time printing and delivering CMI
Not sure
20.
2
3
4
5
9
Which of the following is your primary source of CMI? Which other sources, if
any, do you use as secondary or backup sources?
Via dispensing software
e-MIMS
APP guide (electronic)
APP guide (on-line)
APP guide (hard copy)
Pack inserts
Information provided by pharmaceutical company reps
MedInfo
Other (please specify: __________________________)
21.
1
a.
b.
MAIN
SOURCE
OTHER
SOURCES
(TICK ONE
ONLY)
(TICK ALL
THAT
APPLY)
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1
2
3
4
5
6
7
8
9
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1
2
3
4
5
6
7
8
9
How straightforward is it for you to print a CMI in this pharmacy?
TICK ONE
Very straightforward
Quite straightforward
Not very straightforward
J21000_slf_qre_pharm.doc VP:jc (V.2)
6
()
1
2
3
22.
For each of the following criteria, please indicate whether you always provide a
CMI, usually provide a CMI, sometimes provide a CMI, or rarely if ever provide a
CMI.
TICK ONE ON EACH LINE ().
When it is the first time the
consumer has been prescribed
that medicine
When the consumer has been
prescribed the medication
before, but not in the last six
months
When there is a change in dose
for the medication
When the medication is
prescribed in combination with
other medicines for the first time
When a person having a
prescription filled asks for printed
information
When a person not having a
prescription filled asks for printed
information
When the medication has
extensive and/or serious side
effects
When the script is not a PBS
subsidised script
23.
ALWAYS
USUALLY
SOMETIMES
RARELY IF
NEVER
NOT SURE
4
3
2
1
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Besides the above, are there other circumstances where you provide CMI to
consumers?
TICK ONE
Yes (please specify: __________________________)
No
J21000_slf_qre_pharm.doc VP:jc (V.2)
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()
1
2
24.
Previous research with pharmacists has indicated a number of different
instances where a CMI is not necessarily provided to the consumer even
though it may be the first time they have been prescribed a medication.
Thinking about the last six months, please indicate whether you have ever
decided to not provide a CMI in any of the following circumstances (please
remember that your feedback is anonymous)…
TICK ALL THAT APPLY
()
The consumer did not speak or read English
1
The consumer was an older person
2
The consumer was someone who in your view may not have been
able to understand the information
The consumer was obviously in a rush and may not have reacted
well to being given the information
The side effects listed in the CMI would have caused anxiety or
alarm and perhaps led to non-compliance
25.
4
5
The consumer had a diagnosed mental illness
6
The doctor had given instructions not to provide a CMI
7
Of all the CMIs provided by this pharmacy, approximately what proportion
entail…
NOTE: WRITE A PERCENTAGE NEXT TO EACH ITEM BELOW AND THE TOTAL
SHOULD ADD TO 100% (PLEASE GIVE YOUR BEST ESTIMATE)
(%)
Detailed discussion between the pharmacist and consumer
Brief discussion between the pharmacist and consumer
Little or no discussion between the pharmacist and consumer
TOTAL
26.
3
%
%
%
100%
1
2
2
Which of the following best applies to the way you deliver CMI in this
pharmacy?
TICK ONE
I closely follow a set of guidelines as to when to deliver a CMI
I am conscious of the guidelines, but use my professional judgment
on a case by case basis to determine who should get a CMI
I always use my professional judgment as to who should get a CMI –
the guidelines don’t carry much weight
J21000_slf_qre_pharm.doc VP:jc (V.2)
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()
1
2
3
27.
Does your pharmacy have any written policy or procedures that relate to the
delivery of CMI?
TICK ONE
()
Yes
No
28.
1
2
Has there been any discussion among pharmacists and other staff in this
pharmacy in relation to the delivery of CMI?
TICK ONE
()
Yes
No
1
2
Communication…
29.
A package of communications materials was provided to all pharmacists who
registered to participate in the MIC program. The materials provided information
aimed at consumers about CMI and included a poster and a counter display?
Did you receive these materials?
TICK ONE
SKIP TO Q.32 ---
30.
()
Yes
No
1
2
Which of the following best describes what you did with the communications
materials?
TICK ONE
()
They are still displayed in this pharmacy
1
They were displayed in this pharmacy for a while but they have now
been removed
2
They were never displayed in this pharmacy
3
Not sure
9
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31.
When you first registered to participate in the MIC program, how satisfied are
you with the way the following was communicated to you?
TICK ONE ON EACH LINE ().
EXTREMEL
Y
SATISFIED
VERY
SATISFIED
FAIRLY
SATISFIED
NOT VERY
SATISFIED
NOT AT ALL
SATISFIED
NOT SURE
5
4
3
2
1
9
Your obligations under the
program






The purpose and
objectives of the MIC
program
Best practice approaches
that should be followed in
delivering CMI

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The claiming process
The reimbursement/
incentive scheme for
pharmacists
The guidelines that should
be applied to deciding who
should get a CMI
J21000_slf_qre_pharm.doc VP:jc (V.2)
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Benefits to pharmacy…
32.
There are a number of clear benefits for consumers that arise from the MIC
program and having greater access to CMI. However, there are also some
potential benefits for pharmacy. Please indicate how beneficial the following
impacts of the MIC program are for pharmacy in Australia.
TICK ONE ON EACH LINE ().
EXTREMEL
Y
BENEFICIA
L
VERY
BENEFICIAL
QUITE
BENEFICIAL
NOT VERY
BENEFICIAL
NOT AT ALL
BENEFICIAL
NOT SURE
5
4
3
2
1
9
Pharmacists being
reimbursed for providing
CMI






Helps to lift the profile of
pharmacists as health
professionals






Provides an added focus
on the importance of CMI






Brings consistency to the
way CMI is delivered
through Australian
pharmacies






J21000_slf_qre_pharm.doc VP:jc (V.2)
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Train and accreditation…
33.
The Pharmaceutical Society of Australia (PSA) recently conducted a training
course/workshop on CMI delivery in various locations around Australia. Did you
hear about this course/workshop?
TICK ONE
Yes
No
SKIP TO Q.35 ---
34.
()
1
2
Did you attend the workshop?
TICK ONE
()
Yes
No
35.
1
2
While there is currently some reference made to CMI delivery in QCPP
standards, there is no specific or rigorous standard that relates to CMI delivery
in pharmacies. How appropriate do you think it is that such a standard be
included in QCPP guidelines?
TICK ONE
Highly appropriate
Quite appropriate
Not appropriate
Not sure
J21000_slf_qre_pharm.doc VP:jc (V.2)
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()
1
2
1
2
Impacts of the MIC program…
36.
What impacts has the MIC program had? Please indicate from the list below
which things you would consider as real impacts of the MIC program…
TICK ONE ON EACH LINE ().
DEFINITELY
YES
POSSIBLY
YES
NO
3
2
1
More CMIs are being provided by this pharmacy



Made me think more carefully about the way CMI is
delivered



Has resulted in new business practices within the pharmacy
to deliver CMI more effectively or efficiently



I am now being better reimbursed for the work I do in
providing people with information about the medicines they
are prescribed



I am now better equipped to provide CMI to consumers



I am now more aware of best practice approaches to
providing consumers with information



The profile of the pharmacists as health professionals has
been lifted



Pharmacists have been acknowledged for the role they play
in providing information and advice to consumers



37.
Overall, how supportive are you of the MIC program – that is, the
Commonwealth Government’s efforts to increase and improve the information
that consumers receive by reimbursing pharmacists for their time and effort?
TICK ONE
Very supportive
Fairly supportive
Neither supportive nor unsupportive
Fairly unsupportive
Very unsupportive
Not sure
J21000_slf_qre_pharm.doc VP:jc (V.2)
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()
1
2
3
4
5
6
Payment mechanisms…
38.
All pharmacies received a $3,000 readiness payment and a further $1,000
registration incentive was paid to those who registered to participate in the MIC
program by December 2002. In the case of this pharmacy, was the money from
either of both payments…
TICK ALL THAT APPLY
()
Used to buy a laser printer
1
Used to fund changes to the pharmacy layout
2
Used to buy stationery and other supplies needed to print CMI
3
Used for some other specific purpose (please specify:
__________________________)
Used as a reimbursement for some costs that had already been
incurred (please specify: __________________________)
Not used for any specific purpose but added to the pharmacy’s
operating funds
4
5
6
Not sure
39.
9
As ongoing reimbursement for the costs involved with delivering CMI,
pharmacists receive ten cents per claimable script (regardless of how many
CMIs are actually printed). This is based on an assumption about the proportion
of scripts that require a CMI to be delivered.
Which of the following statements best describes what you think of these
arrangements?
TICK ONE
The amount does not come close to covering the costs we incur; it
should be more
The amount does not cover the costs we incur; but it is a fair
compromise
The amount covers most of the costs we incur; the amount is about
right
The amount covers more than the costs we incur
J21000_slf_qre_pharm.doc VP:jc (V.2)
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()
1
2
3
4
40.
Regardless of the amount, how appropriate is this mechanism for reimbursing
pharmacists for the time spent delivering CMI?
TICK ONE
()
Very appropriate
Fairly appropriate
Not very appropriate
Not at all appropriate
1
2
3
4
A possible alternative to the current mechanism for reimbursing pharmacists would
be a payment for each CMI delivered (rather than the current ‘flat rate’ that is paid).
This would of course entail some mechanism for reliably recording how many CMIs
are provided. It may be possible that the dispensing software can log this information
and create a report that can be sent to HIC with your claim. This process could be
subject to audit similar to other claims made to HIC.
41.
Is this more preferable than the current system?
TICK ONE
()
Yes – much more preferable
Yes – Somewhat more preferable
No – it makes no difference
No – a bit less preferable
No – a lot less preferable
42.
2
3
4
5
Have you actually made a claim to HIC for reimbursement under the MIC
program?
TICK ONE
SKIP TO Q.44 ---
43.
1
()
Yes
No
1
2
If no, why haven’t you made a claim?
TICK ALL THAT APPLY
Just haven’t remembered to
The amount is not enough to make it worthwhile
I’m not sure how to
Other (please specify __________________________)
J21000_slf_qre_pharm.doc VP:jc (V.2)
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()
1
2
3
6
44.
Currently, claims can be made to HIC for CMI delivery once every two months.
Which months you make a claim depends on your approval number. Are you
happy with this arrangement or would you prefer one of the following?
TICK ONE
45.
()
Happy with the current arrangements (i.e. claim once every two
months)
1
Would prefer to make a claim every month
2
Would prefer to make a claim once every six months
3
Would prefer to make a claim once every 12 months
4
Other (please specify __________________________)
6
Not sure/no particular preference
9
Claims for CMI delivery are currently separate to your normal PBS claim made
to HIC. The purpose of this is that it is meant as a separate payment specifically
for CMI delivery and as a separate acknowledgement of the work pharmacists
do in this area. Would you prefer…
TICK ONE
()
To continue making a separate claim for CMI delivery
1
Have the payment made automatically via your normal PBS claim to
HIC
2
No particular preference
3
J21000_slf_qre_pharm.doc VP:jc (V.2)
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General…
46.
Could you please indicate how strongly you agree or disagree with each of the
following statements.
TICK ONE ON EACH LINE ().
Since the inception of the
MIC program, I am more
concerned about my legal
liability in providing
people with information
about their medicines
I have always provided
CMI; the MIC program
makes very little
difference to what I do
People are often
overwhelmed by the
amount of information and
all the side effects; it is
sometimes better not to
give CMI
People value the
information that
pharmacists provide in
the form of CMI
I have a preference for
pack inserts rather than
the CMIs that I have to
print out
I often find myself
‘watering down’ the side
effects listed on CMI so
as not to alarm people
I find CMI very useful as a
counselling tool
There are times when the
pharmacy is very busy
and because of the time
pressure, I can’t give CMI
unless specifically asked
More people are actively
asking for CMI these days
Providing a high level of
information and
counselling gives me a
competitive advantage
over other pharmacies
J21000_slf_qre_pharm.doc VP:jc (V.2)
AGREE
NEITHER
AGREE NOR
DISAGREE
DISAGREE
STRONGLY
AGREE
NOT SURE
5
4
3
2
1
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STRONGLY
AGREE
17
The approaches that this
pharmacy uses for
delivering CMI would be
regarded as ‘best
practice’
The community is more
aware of the availability of
CMI than they were this
time last year
The MIC program will
help to educate
consumers about the
medicines they take and
empower them to make
more informed decisions
I would benefit from more
training on CMI delivery
I would benefit from
hearing about the
approaches used by other
pharmacists
I would prefer not to
provide CMI and not
receive the payment – I
only really participate
because I feel obliged to
J21000_slf_qre_pharm.doc VP:jc (V.2)
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18
And lastly, a few questions about you…
47.
For how many years have you been working in community pharmacy?
PLEASE WRITE IN:
48.
Which of the following best applies to you?
TICK ONE
()
I am the sole owner of this pharmacy
I am a joint owner of this pharmacy
I am a permanent employee of this pharmacy
I am a temporary employee of this pharmacy
Other (please specify __________________________)
49.
1
2
3
4
6
Are you…
TICK ONE
()
Male
Female
50.
1
2
We will be calling pharmacists who have agreed to complete this questionnaire
and have not returned it to us yet. Could you please give us the phone number
of your pharmacy in order to identify that you have returned the survey to us?
Your phone number will not be used for any other purposes.
DAYTIME PHONE (including area code): ______________________________________
Please provide an estimate of the time taken to complete this form…
PLEASE WRITE IN:
Hours: _______ Minutes: _______
Note: It is understood that it is difficult to accurately calculate this time, however
your best estimate will be appreciated
Thank you very much for your time. Your responses will be very helpful in improving
the information that is provided to people about the medications they are prescribed.
Please put this survey in the envelope provided and put it in the post. You do not
need a stamp.
J21000_slf_qre_pharm.doc VP:jc (V.2)
19