title: Informal learning processes in support of clinical service delivery in a service-oriented community pharmacy.
abstract: The evolving health care system necessitates pharmacy organizations' adjustments by delivering new services and establishing inter-organizational relationships. One approach supporting pharmacy organizations in making changes may be informal learning by technicians, pharmacists, and pharmacy owners. Informal learning is characterized by a four-step cycle including intent to learn, action, feedback, and reflection. This framework helps explain individual and organizational factors that influence learning processes within an organization as well as the individual and organizational outcomes of those learning processes. A case study of an Iowa independent community pharmacy with years of experience in offering patient care services was made. Nine semi-structured interviews with pharmacy personnel revealed initial evidence in support of the informal learning model in practice. Future research could investigate more fully the informal learning model in delivery of patient care services in community pharmacies.
authors.affiliation: GlaxoSmithKline, Philadelphia, PA, USA.
authors.forename: Brandon J
authors.initials: BJ
authors.lastname: Patterson
authors.affiliation: University of Iowa Hospitals and Clinics, Iowa City, IA, USA.
authors.forename: Brianne K
authors.initials: BK
authors.lastname: Bakken
authors.affiliation: College of Pharmacy, University of Iowa, Iowa City, IA, USA. Electronic address: william-doucette@uiowa.edu.
authors.forename: William R
authors.initials: WR
authors.lastname: Doucette
authors.affiliation: College of Pharmacy, University of Iowa, Iowa City, IA, USA.
authors.forename: Julie M
authors.initials: JM
authors.lastname: Urmie
authors.affiliation: Towncrest Pharmacy, Iowa City, IA, USA.
authors.forename: Randal P
authors.initials: RP
authors.lastname: McDonough
mesh_terms: D003157:Community Pharmacy Services / Q000458:organization & administration*; D003695:Delivery of Health Care / Q000458:organization & administration; D006801:Humans; D007407:Interviews as Topic; D007484:Iowa; D008962:Models, Theoretical; D010067:Ownership; D005791:Patient Care / Q000379:methods; D010595:Pharmacists / Q000458:organization & administration*; D010596:Pharmacy Technicians / Q000458:organization & administration; D024382:Professional Role
keywords: Clinical pharmacy services; Community pharmacy; Informal learning; Pharmacy technician