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e21Abstracts / Research in Social and Administrative Pharmacy 10 (2014) e1–e64
Results: The total response rate was 76% (84/110).
Most respondents found that the needs of immigrant
customers were not sufficiently assessed at the counter
(n¼ 55, 65%), and that their latest encounter with an
immigrant customer was less satisfactory than a similar
encounter with an ethnic Danish customer (n¼ 48,
57%) (significantly more pharmacists than assistants:
odds ratio, OR, 3.19; 95% confidence interval, CI,
1.27–8.04). Forty-two per cent (n¼ 35) perceived that
immigrant customers put pressure on pharmacy staff
resources, while 27% (n¼ 23) found that the immigrant
customer group make work more interesting. More
pharmacists than assistants agreed on the latter
(OR, 3.43; 95% CI, 1.04–11.33). Within the past 14
days, 86% (n¼ 72) experienced that their advice and
counselling were not understood by immigrant cus-
tomers, whereas 49% (n¼ 41) experienced lack of
understanding by ethnic Danes; and 30% (n¼ 25)
had consciously refrained from counselling an immi-
grant, whereas 19% (n¼ 16) had done so with an
ethnic Dane. Use of under-aged children as interpreters
during the past month was reported by 79% of
respondents. Regarding suggestions on how to improve
encounters with immigrant customers, most respon-
dents listed interventions aimed at patients, general
practitioners and pharmaceutical companies.
Conclusions: Community pharmacy staff report poorer
quality in their encounters with immigrant customers,
including sub-optimal counselling and frequent use of
under-aged children as interpreters. Our study also
reveals differences across personnel groups, which may
be explained by differences in level of education.
Enhancing Student Outcomes Through Service LearningS.C. Westrick, Harrison School of Pharmacy, Auburn
University, Auburn, AL
Contemporary models for teaching pharmacy students
involve real-world applications through service learning.
This study focused on evaluation of student-provided
patient counseling on herpes zoster immunizations.
Specifically, this study evaluated changes in a) student
knowledge in herpes zoster immunizations and b) con-
fidence and attitudes regarding immunization counseling
after their participation in service learning.
Methods: A one-group pre-test, post-test design was
utilized. A total of 136 immunization-certified pharmacy
students participated in a structured patient education
program in community pharmacies in May - August
2013. Each student a) assessed patients’ immunization
status, b) informed patients about the severity of herpes
zoster and vaccine effectiveness, c) made immunization
recommendations, d) assessed patients’ acceptance/decli-
nation decisions, and e) administered the vaccine if
requested. Each student interviewed at least 5 patients
who were 60 year or older. Student knowledge in herpes
zoster vaccine, confidence in providing vaccination
counseling and attitudes toward general immunization
counseling were compared before and after their partic-
ipation in the program.
Results: A total of 122 and 103 students completed the
pre- and post-program questionnaires in May and
August 2013, respectively. Students demonstrated sig-
nificant improvements in knowledge scores in all three
areas: herpes zoster and the vaccine (p ! .01), vaccine
cost and insurance coverage (p!0.01), and vaccine
contraindications and precautions (p!0.01). After
providing patient counseling, students were more confi-
dence in their knowledge (p!0.01) as well as in their
abilities to: a) recruit patients into the education pro-
gram (p!0.01), b) discuss risks and benefits of the
vaccine (p!0.01), and c) answer patients’ questions (p!0.01). However, there was no significant improvement in
students’ attitudes toward general immunization
counseling.
Conclusions: Through participation in service learning,
pharmacy students educated non-vaccinated patients
about herpes zoster and its vaccine. Students’ knowledge
and confidence were improved after participating in the
patient education program.
Evaluating a Quality Improvement InterventionTargeted at the Medicine Supply Service fromAustralian Pharmacies to Residential Aged CareFacilitiesJ.F.M. Gilmartin, J.L. Marriott, S.Y. Hussainy, Centre
for Medicine Use and Safety, Monash University,
Parkville, Melbourne, Victoria, Australia
Australian community pharmacies often supply medi-
cines to residential aged care facilities (RACFs) in dose
administration aids (DAAs). These medicine organisers
may not always accurately reflect current medication
regimens, or medicines may be unsuitably packed ac-
cording to storage requirements. This study evaluated
the impact of an intervention, comprising education and
a toolkit for 45 RACFs and affiliated pharmacies, on the
frequency and severity of these incidents.
Methods: At least three months after the intervention was
introduced, DAA audits were conducted at 45 Victorian
RACFs from September 2012 to January 2013. A phar-
macist checked pharmacy-supplied DAAs against RACF
medicine records and classified identified incidents accord-
ing to their potential risk of causing an adverse event.
Findings were compared to pre-intervention DAA audit
data. Descriptive statistics were calculated using SPSS 19
and statistical significance was determined using the
Pearson’s Chi-squared test. Ethics approval was obtained
from the Human Research Ethics Committees of Monash
University, Ballarat Health Services and St John of God
Healthcare, and Barwon Health.
Results: Of 2,389 DAAs audited from 39 pharmacies for
983 residents, 770 incidents involving 502 DAAs were
identified (21.0% incident rate). The DAA incident rate
significantly increased post-intervention (21.0%),
compared to pre-intervention (11.5%) (p!0.001).