1 This research aimed to develop a set of pharmaceutical service quality indicators that could be further refined into a quality improvement tool for use in both CPs and DDs. A mixed-methods study involving three phases was conducted in south-west England: (1) a survey of CPs and DDs (2) 7 case studies in CP and DD sites using interviews, observation and documentary analysis and (3) a two-round Delphi2 to develop the quality indicators derived from the first two phases. This paper focuses on phase 3. The study received NHS ethical approval. Thematic analysis of phase 2

findings (which had been informed by phase 1) led to the development of 22 quality indicators, which were assessed in a two-round Delphi survey with key stakeholders. Thirty-five key stakeholders were invited to take part, including NVP-BEZ235 community pharmacists, dispensing GPs, dispensing assistants/technicians, lay members and board members of CP and DD professional organisations. In round-1, respondents rated the importance for pharmaceutical service quality of selleck chemical each indicator and suggested possible ways for assessing performance against each indicator. In round-2, respondents were provided with median ratings of importance from round-1 and again rated the importance

of each indicator. Of the 35 people approached 30 (86%) agreed to take part with 22 (63%) completing both rounds. The initial indicators covered communication practices, safety and errors, use of space, training, public health engagement and ethos. In round-1 there was widespread agreement that the indicators captured key areas of service quality and no dimensions were deemed unimportant. For this reason all dimensions were retained in round -2 and an additional indicator, suggested by a participant, was added. Median ratings of the indicators varied little between rounds. There Methocarbamol was general agreement of the order of importance

of the four quality themes: safety and dispensing (most important), patient-provider interaction, workplace culture then health promotion. There was disagreement concerning the usefulness of standard operating procedures and the importance of ‘customer service’ issues. Respondents suggested a variety of methods for assessing quality including traditional audits and inspections and more innovative techniques such as mystery shoppers, peer feedback and self-assessment through video playback. A set of 23 quality indicators has been developed for use in CPs and DDs. The indicators highlight certain areas that have received less attention in the past, such as a customer service ethos, as well as re-emphasising the importance of patient safety through safe working practices. Findings suggested a wide variety of ways for assessing service quality, including qualitative and non-traditional methods, which could be used to develop the indicators into a practical resource for practitioners.