The principles of person‐centredness in quality patient care–Evaluation of the Community Pharmacy Services Quality Guidelines in Estonia

Kristiina Sepp, Afonso Cavaco and Daisy Volmer

International Journal of Health Planning and Management, 2022, vol. 37, issue S1, 101-114

Abstract: Introduction Person‐centredness is considered a key component of quality healthcare and the core competence of all healthcare professionals. However, person‐centred care (PCC) is not often considered a priority for improving the quality of healthcare. This study aimed to evaluate to what extent the PCC principles are included in the Community Pharmacy Services Quality Guidelines (CPSQG) in Estonia. Methods The deductive content analysis was performed using the PCC framework developed by Santana et al. Results Approximately 2/3 (n = 78) of the CPSQG indicators (n = 126) in the practical guide used in Estonian community pharmacies support PCC principles. These results demonstrate that quality service itself includes some PCC components, as it forms an integral part of quality care and is directly related to its development. More than half (61.6%) of the CPSQG indicators were divided into process (covering the interaction of pharmacists and patients), one fourth into structure (mainly represented as environment and operation topics), and one tenth into outcome category (access to care). This result is in line with the situation of pharmacies in Estonia, where the current focus is on developing and implementing quality services (e.g., quality guidelines, e‐tools supporting dispensing, restructuring of counselling area for private consultations) and finding the necessary resources for described activities. Conclusions To support a more effective application of PCC principles in the community pharmacy practice, the CPSQG should be supplemented with indicators identifying patients' individual preferences, values, and needs. Additionally, interactions with other healthcare professionals should be encouraged, and they should be engaged in developing the CPSQG.

Date: 2022
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