What do consumers want to know about antibiotics? Analysis of a medicines call centre database.
BACKGROUND
Australia is one of the highest users of antibiotics in the developed world.


OBJECTIVE
This study aimed to identify consumer antibiotic information needs to improve targeting of medicines information.


METHODS
We conducted a retrospective, mixed-method study of consumers' antibiotic-related calls to Australia's National Prescribing Service (NPS) Medicines Line from September 2002 to June 2010. Demographic and question data were analysed, and the most common enquiry type in each age group was explored for key narrative themes. Relative antibiotic call frequencies were determined by comparing number of calls to antibiotic utilization in Australian Statistics on Medicines (ASM) data.


RESULTS
Between 2002 and 2010, consumers made 8696 antibiotic calls to Medicines Line. The most common reason was questions about the role of their medicine (22.4%). Patient age groups differed in enquiry pattern, with more questions about lactation in the 0- to 4-year age group (33.6%), administration (5-14 years: 32.4%), interactions (15-24 years: 33.4% and 25-54 years: 23.3%) and role of the medicine (55 years and over: 26.6%). Key themes were identified for each age group. Relative to use in the community, antibiotics most likely to attract consumer calls were ciprofloxacin (18.0 calls/100,000 ASM prescriptions) and metronidazole (12.9 calls/100,000 ASM prescriptions), with higher call rates than the most commonly prescribed antibiotic amoxicillin (3.9 calls/100,000 ASM prescriptions).


CONCLUSIONS
Consumers' knowledge gaps and concerns about antibiotics vary with age, and certain antibiotics generate greater concern relative to their usage. Clinicians should target medicines information to proactively address consumer concerns.
School of Medicine, The University of Queensland, Brisbane, kate.hawke@uqconnect.edu.au.
Kate L
KL
Hawke
School of Pharmacy, The University of Queensland, Brisbane, Mater Pharmacy Services, Mater Health Services, Brisbane, Centre for Research in Evidence-Based Practice (CREBP), Faculty of Health Sciences and Medicine, Bond University, Robina and.
Treasure M
TM
McGuire
Rural Clinical School, The University of Queensland, Toowoomba, Australia.
Geetha
G
Ranmuthugala
School of Medicine, The University of Queensland, Brisbane.
Mieke L
ML
van Driel
D000293:Adolescent; D000328:Adult; D000368:Aged; D000658:Amoxicillin; D000900:Anti-Bacterial Agents; D001315:Australia; D002648:Child; D002675:Child, Preschool; D002939:Ciprofloxacin; D054626:Consumer Health Information; D016208:Databases, Factual; D004334:Drug Administration Schedule; D004347:Drug Interactions; D064420:Drug-Related Side Effects and Adverse Reactions; D005260:Female; D000066505:Help-Seeking Behavior; D006801:Humans; D007223:Infant; D007231:Infant, Newborn; D057226:Information Seeking Behavior; D007774:Lactation; D008297:Male; D008795:Metronidazole; D008875:Middle Aged; D009042:Motivation; D012189:Retrospective Studies; D055815:Young Adult
D000900:Anti-Bacterial Agents; D008795:Metronidazole; D002939:Ciprofloxacin; D000658:Amoxicillin
Antibiotics; consumer health information; information seeking behaviour.