Supporting service quality improvement for pharmacy-based alcohol screening and brief advice services

Methods Five pharmacies providing alcohol SBI services in three areas were purposively selected and data collected on service delivery and quality, via three methods: 1) Trained market researchers (MRs) covertly completed a structured checklist for each pharmacy on environment and service promotion, and requested a hangover treatment, recording experiences and outcomes of services offered. 2) MRs observed interactions between pharmacy staff and customers. Field notes described pharmacy activity and customer interactions. 3) In two pharmacies, IBA service consultations were recorded and service users’ views gained by interview 2 weeks later. Individual feedback reports were discussed with pharmacy staff at each pharmacy in a group interview. Feedback comprised simulated experience of service provision, opportunities to offer services, and, in two pharmacies, service user experience.