Computer interactive programs have been developed by various companies to provide health information, but there is a lack of both quantitative and qualitative data on their use. An interactive computer program based on a commercially available system by Brann Ltd, has been designed by King's College London to help as decision support for the OTC treatment of minor ailments. Areas covered to date include cough and cold remedies, hay fever and analgesics. Preliminary studies have been completed in which the touch screen system was placed in two pharmacies in North London in order to investigated use by the public through internal monitoring, where interactions are recorded on the computer's hard disk. This revealed that indications and warnings/side effects were the two information categories most likely to be requested. Informal observation by staff and researcher showed that the program is more popular with the younger customers and there was a general reluctance to use the system unless urged to do so by staff. Customer and staff opinions were generally positive.

More formal observation work is now underway to try and identify the impact of the system on the pharmacy environment. It is proposed to place the kiosk in three contrasting independent pharmacies in London, chosen principally for their different client groups. Thus one pharmacy in an affluent area has been chosen, another in a more deprived area and a third between the two extremes. Observation work will be carried out by the researcher attending the pharmacies on randomised half-day sessions over a nine month period. The interactions between shop staff and customers will be noted regarding OTC sales and information requests in the areas covered by the system. Any influence that the touch screen seems to have had on such interactions will be recorded. Baseline data will be obtained by observation of OTC sales and advice regarding analgesics for a period of one month before the touch screen is installed.

The presentation will discuss the methodological issues and preliminary findings.