Individualised and flexible processes
Several service users reported that they had not previously participated in goal planning and required knowledge and guidance to take part in the intervention. Goals were not always achieved within the 6‐month timeframe of the So yeah, I think that's probably why I think, in a lot of cases, it will take longer than a six‐month program to get there because some of them took a long time to warm up. (P2)While the intervention had ceased, several service users reported that they were continuing to work towards their goals.It's going to take time the rest of it, the goals are going to take time to get going. (SU2)There was significant variability in the goals prioritised and planned by service users. As such, pharmacists reported that they needed to learn about resources in their local communities to refer service users to assist with goal achievement. Pharmacists identified a range of health practitioners and local supports that they engaged with as part of the intervention, including dentists, general practitioners, nurses, case managers, support workers, social workers, dieticians, podiatrists and physiotherapists, as well as community agencies and support groups such as Men's Shed, Pilates instructors, gyms and pools. Pharmacists also noted that they often took on an advocacy role, assisting service users in accessing resources in a timely manner.So it just goes to show I guess those kind of interventions and the collaboration between different health professionals definitely has a role to play in the holistic health of the patient. So that was really nice to watch. (P13)Flexibility in the goal planning and follow‐up processes was seen as essential to cater to the diverse needs of service users and the complexity of many of the presenting issues. Both service users and pharmacists appreciated the person‐centred approach and ability to respond to needs individually and creatively.PharMIbridge was very flexible in where we go because every client is unique, and every need is unique. So that was good that it was unstructured in that we could explore things as they arose. (P8)It gives you some support to bounce ideas off, and talk to people about what's going on, so you don't feel alone, or just out there by yourself. (SU11)