Evaluation of a model for counseling patients with dyspepsia in Swedish community pharmacies

The outcomes of a counseling model designed to help pharmacists care for customers seeking nonprescription treatment for dyspepsia in Swedish community pharmacies were studied. A protocol containing 10 key questions based on clinical guidelines about dyspepsia symptoms and on studies of drug-related problems (DRPs) was implemented in six community pharmacies in Sweden. During two weeks in April 2002, all adult customers seeking self-care for dyspepsia were asked to participate in the interview. Depending on a customer's answers, pharmacy personnel gave advice, intervened for DRPs, or referred the customer to a physician. Customers who received advice or intervention were followed up by telephone. A total of 319 customers who met the study criteria agreed to participate. Of these, 183 (57%) received self-care advice, 37 (12%) had DRPs, and 39 (12%) were referred to a physician because of their symptoms. Of the 198 customers fulfilling the criteria for a follow-up interview, 130 (66%) participated. Nearly all of these customers were satisfied with their visit to the pharmacy, and 9 in 10 were pleased with the advice received. Eighty-five percent claimed they had followed the self-care advice, and two in three said they felt better. DRPs were resolved in 19 (86%) of the 22 customers with DRPs who were followed up. Only one customer in five who was advised to see a physician actually did so. A counseling model designed to discover and resolve problems related to symptoms and drug use appeared to have a favorable impact on outcomes in customers with dyspepsia seeking nonprescription drug treatment in Swedish pharmacies.