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To explore consumer awareness, experience and expectations of Australian community pharmacy practice, from the perspectives of consumers with chronic health conditions, carers or both.

Semi-structured in-depth interviews were undertaken in four diverse regions of Australia. The constant comparison method was used for analysis purposes.

Ninety-seven interviews were conducted. Participants had limited understanding regarding the role of community pharmacy staff and the Pharmaceutical Benefits Scheme (PBS). Pharmacists were viewed primarily as medication suppliers, and the services provided by pharmacy, such as Home Medication Reviews, are predominantly unknown. Confusion still exists with respect to generic medications, medication pricing and how the PBS safety net system works …