A qualitative non-participant observational study of non-prescription counseling in community pharmacies

The study found infrequent compliance with the standard, with information often being generic and not tailored to customer needs. OTCs have lower standard compliance than other products sold in pharmacies. Further efforts need to be made to improve counseling, including revising the standard focusing on communication skill promotion and expanding to consider all health-related products in the self-care section. This could improve self-treatment and reduce the burden on other healthcare providers.