Mystery shopping and coaching as a form of audit and feedback to improve community pharmacy management of non-prescription medicine requests: an intervention study.
Jack Charles CollinsCarl Richard SchneiderClare Louise NaughtinFrances WilsonAbilio Cesar de Almeida NetoRebekah Jane MolesPublished in: BMJ open (2017)
Repeated mystery shopping visits with feedback were associated with improved pharmacy performance over time. Future work should focus on the role of non-pharmacist staff and design interventions accordingly.