Advertisement

Pharmacy World & Science

, Volume 30, Issue 6, pp 940–946 | Cite as

Consumer satisfaction with opioid treatment services at community pharmacies in Australia

  • Toby LeaEmail author
  • Janie Sheridan
  • Adam Winstock
Research Article

Abstract

Objective To explore consumer satisfaction with, and experiences of, a range of issues associated with the delivery of opioid substitution treatment at community pharmacies in New South Wales, Australia. Setting 50 community pharmacies providing opioid substitution treatment in New South Wales. Method Self-completion survey completed by 508 clients during supervised dosing. Main outcome measure Satisfaction with opioid substitution treatment delivery at community pharmacies. Results Sixty-one percent of participants reported being satisfied with their treatment programme. Participants expressed a high level of satisfaction with most aspects of opioid substitution treatment delivery at their pharmacy (aggregate mean = 8.1/10; 10 = excellent). However, participants were less satisfied with the level of privacy afforded at the pharmacy. Thirty-four percent reported that they were made to wait longer than other customers, and 25% reported that the pharmacy staff did not treat them the same as other customers. However, 87% reported that they felt welcomed by the pharmacy staff. Twenty-three percent of clients were currently in debt to the pharmacy for nonpayment of dispensing fees. The mean amount of current debt was $71.75, equivalent to approximately 2 weeks of pharmacy dispensing fees. Conclusion Community pharmacies providing opioid substitution treatment in New South Wales appear to be providing a level of service that is satisfactory to the clients of those services. However, many participants were concerned about a lack of privacy, the high cost of treatment, and being treated differently to other customers.

Keywords

Australia Buprenorphine Community pharmacy Methadone Opioid dependence Opioid treatment Satisfaction 

Notes

Acknowledgements

We would like to thank the clients and community pharmacies who took the time to participate in this survey. This project would not have been possible without Annie Madden and Nicky Bath from the Australian Injecting and Illicit Drug Users’ League (AIVL), and Denis Leahy from the Pharmacy Guild of Australia (NSW Branch).

Funding

This project was funded by a research grant from the NSW Department of Health

Conflict of interest

None

References

  1. 1.
    NSW Department of Health. New South Wales opioid treatment program clinical guidelines for methadone and buprenorphine treatment of opioid dependence. Sydney: NSW Department of Health; 2006. ISBN 1741870070.Google Scholar
  2. 2.
    Winstock A, Molan J, Lea T. Survey of New South Wales opioid treatment program public clinics. SWAT report 3. Sydney: NSW Department of Health & Sydney South West Area Health Service; 2007.Google Scholar
  3. 3.
    Treloar C, Fraser S, valentine k. Valuing methadone takeaway doses: the contribution of service user perspectives to policy and practice. Drugs Educ Prev Policy. 2007;14:61–74. doi: 10.1080/09687630600997527.CrossRefGoogle Scholar
  4. 4.
    AIHW. Alcohol and other drug treatment services in Australia 2005–06: report on the national minimum data set. Canberra: Australian Institute of Health and Welfare; 2007.Google Scholar
  5. 5.
    Matheson C, Bond CM, Mollison J. Attitudinal factors associated with community pharmacists’ involvement in services for drug misusers. Addiction. 1999;94:1349–59. doi: 10.1046/j.1360-0443.1999.94913497.x.PubMedCrossRefGoogle Scholar
  6. 6.
    Matheson C, Bond CM, Pitcairn J. Community pharmacy services for drug misusers in Scotland: what difference does 5 years make? Addiction. 2002;97:1405–11. doi: 10.1046/j.1360-0443.2002.00241.x.PubMedCrossRefGoogle Scholar
  7. 7.
    Sheridan J, Strang J, Taylor C, Barber N. HIV prevention and drug treatment services for drug misusers: a national study of community pharmacists’ attitudes and their involvement in service specific training. Addiction. 1997;92:1737–48. doi: 10.1111/j.1360-0443.1997.tb02894.x.PubMedCrossRefGoogle Scholar
  8. 8.
    Sheridan J, Strang J. Role of community pharmacies in relation to HIV prevention and drug misuse: findings from the 1995 national survey in England and Wales. BMJ. 1996;313:272–4.PubMedGoogle Scholar
  9. 9.
    Sheridan J, Barber N. Drug misusers’ experiences and opinions of community pharmacists and community pharmacy services. Pharm J. 1996;257:325–7.Google Scholar
  10. 10.
    Matheson C. Illicit drug users’ views of a good and bad pharmacy service. J Soc Adm Pharm. 1998;15(2):104–16.Google Scholar
  11. 11.
    Luger L, Bathia N, Alcorn R, Power R. Involvement of community pharmacists in the care of drug misusers: pharmacy-based supervision of methadone consumption. Int J Drug Policy. 2000;11:227–34. doi: 10.1016/S0955-3959(00)00047-5.PubMedCrossRefGoogle Scholar
  12. 12.
    Stone E, Fletcher K. User views on supervised methadone consumption. Addict Biol. 2003;8:45–8. doi: 10.1080/1355621031000069873.PubMedCrossRefGoogle Scholar
  13. 13.
    Ezard N, Lintzeris N, Odgers P, Koutroulis G, Muhleisen P, Stowe A, et al. An evaluation of community methadone services in Victoria, Australia: results of a client survey. Drug Alcohol Rev. 1999;18:417–23. doi: 10.1080/09595239996284.CrossRefGoogle Scholar
  14. 14.
    Madden A, Lea T, Bath N, Winstock AR. Satisfaction guaranteed? What clients on methadone and buprenorphine think about their treatment. Drug Alcohol Rev. 2008;(in press).Google Scholar
  15. 15.
    Pharmaceutical Services Branch. Supply of methadone and buprenorphine under the New South Wales pharmacotherapy drug treatment programs: guidelines for community pharmacists. Sydney: NSW Health Department; 2004.Google Scholar
  16. 16.
    Treloar C, Abelson J, Cao W, Brener L, Kippax S, Schultz L, et al. Barriers and incentives to treatment for illicit drug users. Monograph series no. 53. National Drug Strategy. Canberra: Australian Government Department of Health and Ageing; 2004. ISBN 0642825556.Google Scholar
  17. 17.
    Kumar MR, Rajwal M. Survey of client satisfaction with methadone maintenance programmes. Psychiatr Bull. 2006;30:16–8. doi: 10.1192/pb.30.1.16.CrossRefGoogle Scholar
  18. 18.
    Kehoe P, Wodak A. Patient satisfaction in a NSW public opioid pharmacotherapy clinic: measurement and responses. Technical report no. 194. Sydney: National Drug and Alcohol Research Centre, University of New South Wales; 2004. ISBN 1877027855.Google Scholar
  19. 19.
    Fraser S. The chronotype of the queue: methadone maintenance treatment and the production of time, space and subjects. Int J Drug Policy. 2006;17:192–202. doi: 10.1016/j.drugpo.2006.02.010.CrossRefGoogle Scholar
  20. 20.
    Lawrie T, Matheson C, Bond CM, Roberts K. Pharmacy customers’ views and experiences of using pharmacies which provide drug misuse services. Drug Alcohol Rev. 2004;23:195–202. doi: 10.1080/09595230410001704181.PubMedCrossRefGoogle Scholar
  21. 21.
    Winstock AR, Lea T, Molan J. New South Wales community pharmacy practice survey. SWAT report 2. Sydney: NSW Department of Health & Sydney South West Area Health Service; 2007.Google Scholar
  22. 22.
    Gossop M, Marsden J, Stewart D, Kidd T. The national treatment outcome research study (NTORS): 4–5 year follow-up results. Addiction. 2003;98:291–303. doi: 10.1046/j.1360-0443.2003.00296.x.PubMedCrossRefGoogle Scholar
  23. 23.
    Mattick RP, Digiusto E, Doran CM. OBrien S, Shanahan M, Kimber J, et al. National Evaluation of pharmacotherapies for opioid dependence (NEPOD): report of results and recommendations. Monograph series no. 52. Sydney: National Drug and Alcohol Research Centre, University of New South Wales; 2001. ISBN 0642824592.Google Scholar
  24. 24.
    Ross J, Teesson M, Darke S, Lynskey M, Ali R, Ritter A, et al. The characteristics of heroin users entering treatment: findings from the Australian Treatment Outcome Study (ATOS). Drug Alcohol Rev. 2005;24:411–8. doi: 10.1080/09595230500286039.PubMedCrossRefGoogle Scholar
  25. 25.
    Maddux JF, Prihoda TJ, Desmond DP. Treatment fees and retention on methadone maintenance. J Drug Issues. 1994;24:429–43.Google Scholar
  26. 26.
    Health ACT. Increasing community based pharmacotherapy places in the act pharmacotherapy program—issues and options. Canberra: Alcohol & Other Drug Policy Unit, ACT Health; 2005.Google Scholar
  27. 27.
    Treloar C, Holt M. Deficit models and divergent philosophies: service providers’ perspectives on barriers and incentives to drug treatment. Drugs Educ Prev Policy. 2006;13:367–82. doi: 10.1080/09687630600761444.CrossRefGoogle Scholar
  28. 28.
    Fraser S, valentine k, Treloar C, Macmillan K. Methadone maintenance treatment in New South Wales and Victoria: takeaways, diversion and other key issues. Sydney: National Centre in HIV Social Research, University of New South Wales; 2007.Google Scholar
  29. 29.
    Darke S, Ross J, Teesson M. The Australian treatment outcome study (ATOS): what have we learnt about treatment for heroin dependence? Drug Alcohol Rev. 2007;26:49–54. doi: 10.1080/09595230601036986.PubMedCrossRefGoogle Scholar
  30. 30.
    Sitzia J, Wood N. Patient satisfaction: a review of issues and concepts. Soc Sci Med. 1997;45:1829–43. doi: 10.1016/S0277-9536(97)00128-7.PubMedCrossRefGoogle Scholar
  31. 31.
    Williams B. Patient satisfaction: a valid concept? Soc Sci Med. 1994;38:509–16. doi: 10.1016/0277-9536(94)90247-X.PubMedCrossRefGoogle Scholar
  32. 32.
    Marsden J, Stewart D, Gossop M, Rolfe A, Bacciius L, Griffiths P, et al. Assessing client satisfaction with treatment for substance use problems and the development of the Treatment Perceptions Questionnaire (TPQ). Addict Res. 2000;8:455–84. doi: 10.3109/16066350009005590.CrossRefGoogle Scholar

Copyright information

© Springer Science+Business Media B.V. 2008

Authors and Affiliations

  1. 1.Sydney South West Area Health ServiceSydneyAustralia
  2. 2.University of AucklandAucklandNew Zealand
  3. 3.National Drug and Alcohol Research CentreUniversity of New South WalesSydneyAustralia

Personalised recommendations