Primary Health Care Research and Development


Diabetes-related communications in community pharmacy: reflections on the findings from a feasibility study

Nathalie Haigh a1, Peter Campion a2c1, Valerie Featherstone a3, Hilary Edmondson a4, Koon Hien Tee a5 and Andrew Innes a6
a1 Research Consultant for Wolds Primary Care Research Network (WoReN) and Hull & East Riding Pharmacy Research Network (HERPRN), UK
a2 Foundation Professor in Primary Care, The Post Graduate Medical Institute at the University of Hull, UK
a3 Research Facilitator of WoReN, UK
a4 Lead of HERPRN, UK
a5 Head of Operations, Independent Pharmacy Care Centres plc, UK
a6 General Practitioner/researcher in primary care and Chair of WoReN, UK

Article author query
haigh n   [Google Scholar] 
campion p   [Google Scholar] 
featherstone v   [Google Scholar] 
edmondson h   [Google Scholar] 
tee kh   [Google Scholar] 
innes a   [Google Scholar] 


Aims: To assess the feasibility of keeping a log of diabetes-related communication in a community pharmacy and to explore the potential of the logs to reflect diabetes-related communications within pharmacies. Design: A reflective log-keeping exercise (the log designed by the researchers and provided in a booklet form) in community pharmacies of any diabetes-related communication taking place between pharmacy staff and their service users, and any signposting made to and from other relevant health professionals. The study ran for four weeks. Subjects and setting: Nine community pharmacy branches of the Independent Pharmacy Care Centres PLC based in Hull, East Yorkshire and North & North East Lincolnshire. Outcome measures: A description of the form and nature of diabetes-related communication, taking place within the community pharmacy. The research team also sought feedback on the experience of keeping the log. Results: Twenty-two communications were logged; twenty-one involved direct face-to-face contact and one log involved a telephone conversation. Two-thirds of the communications involved conversations with patients with diabetes, a third were with a partner/family member. The conversations captured fell into five categories: sugar free medicines, blood glucose-testing metre, prescription medicines, diabetes specific education/ information and an unclassified category, respectively. The logs demonstrated that communications can involve all members of the staff team, working independently or jointly across their roles in the pharmacy. Conclusion: Community pharmacies in the pilot study were actively involved in providing diabetes health-related information/education and support. Communications involved directly assisting people with diabetes and providing information to people supporting others with a diagnosis of diabetes. We propose that the logs provide a valuable means of acquiring information about the form and nature of diabetes-related communication and signposting within community pharmacy.

(Published Online March 29 2007)
(Received June 2006)
(Accepted November 2006)

Key Words: brief interventions; carer support; community pharmacy; diabetes communications; Diabetes National Service Framework; log keeping; self-care; service development; The New NHS Community Pharmacy Contract.

c1 Address for correspondence: Prof Peter Campion, Post Graduate Medical Institute, Psychological and Primary Care Medicine, Room 306, Hertford Building, University of Hull, Cottingham Road, Hull HU6 7RX, UK. Email: