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Summary

This article contains information on how to complete a customer survey.

What is the Consumer Survey LX?

The Consumer Survey is an Autonomous Learning Experience that can be used by an individual to document feedback from a consumer that they provide pharmacy services to. The anonymous feedback provided by a group of consumers should be used to guide self-evaluation and reflection of their professional practice. It can be used for inclusion towards ANZCAP recognition.

The definition of a consumer to engage in feedback will differ depending on the ANZCAP members role and area of practice. Examples may include:

Customer of a community pharmacy
Inpatient admitted under your area of practice
Students completing an undergraduate course that you are unit coordinating

Consider if the feedback is from a consumer or a peer. The collaborative peer assessment LX is the best fit to record feedback from peers.

Consumer Survey Process

🧩 Prepare

🎯 Engage

💭 Reflect

Identify a group of consumers that can provide feedback on the professional practice you are providing.

Use the ANZCAP consumer survey tool (linked below) or a local organisation feedback tool to gain feedback from a group* of consumers who you have provide a professional service to.

Engage in self-reflection on the feedback provided by the consumers and areas of development in your professional practice.
Complete the Consumer Survey LX
Attach the de-identified feedback as evidence in the supporting documentation section.

*Feedback should come from a group of consumers (not a single individual) to ensure that the feedback accurately reflects your professional practice

Practice Recognition Level

The Consumer Survey Learning Experience is mapped to Domain 2 of the National Competency Standards Framework for Pharmacists in Australia 2016. Please note that not all the Domain 2 indicators listed in this document may be relevant to this Learning Experience.

The pharmacist must identify a group of consumers that will be able to provide feedback on their current level of practice and area of specialty.

Please refer to the ANZCAP recognition descriptors article for the further guidance on markers of performance for each ANZCAP recognition level.

Collaborator

Pharmacists may have engaged in discussion with professional peers, mentors or managers to encourage reflective practice on the feedback provided by the consumers. However, this is an Autonomous Learning Experience and therefore the final submission should be completed by the pharmacist without collaboration.

Reflection & Goal Setting

The pharmacist is encouraged to utilize the SMART goal technique to develop any development goals that are identified from self-reflection after the experience.

Forms and Templates

The Consumer Survey LX tool is available via the ANZCAP Digital platform.

The ANZCAP member may use a consumer feedback template from their own organisation or use the ANZCAP tool provided below. The de-identified feedback should be included in the LX in the supporting evidence section.

For further details on how to complete a Learning Experience on the ANZCAP digital platform please refer to the How to complete a Learning Experience article.

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