Are evidence-based criteria addressed during counseling on over-the-counter products? An observational study in community pharmacies

We examined whether evidence-based criteria were addressed during counseling on over-the-counter products (OTCs) in community pharmacies. Consultations were observed in 10 community pharmacies. We analyzed communications about OTCs to determine if any information on three evidence-based criteria (outcome variables: scientific evidence such as clinical study results, pharmaceutical staff’s experience, and customer’s experience) was mentioned. Two groups of communications were compared with Pearson’s chi-square and Fisher’s exact test, as appropriate: The communications about OTCs recommended by the pharmaceutical staff vs. the communications about OTCs requested by customers. In 379 observed consultations, 300 OTCs were recommended by staff and 390 OTCs were requested by customers. The least included criterion was scientific evidence (in OTCs recommended by pharmaceutical staff – 1% vs. requested by customers – 0%), followed by pharmaceutical staff’s experience (5% vs. 1%). The customer’s experience was addressed more frequently (14% vs. 41%). Statistically significant differences between the two groups were found for all criteria (p