Fig. 1.

Semi structured interview protocol

1. Introduction: study remit, confirmation of informed consent (*remind participant of impossibility of absolute confidentiality if using Microsoft Teams), estimated duration (35–45 min), consent for recording, no requirement to answer all questions, data can be removed at participant's request, reminder of member checking following transcription.

2. Demographics: age, sex, highest degree, years in practice, nature and location of practice, description of personal practice philosophy

3. Tell me about a typical day in your practice in early March 2020, before COVID-19 was an issue here. [Prompts: workflow, division of labour, role of technicians, interprofessional collaboration, nature of interactions with patients/customers].

4. On March 12,2020, the government declared a state of emergency due to COVID-19. What was your initial personal response to this declaration? What was the response in your practice? What were you expecting to happen in the days, weeks, and months ahead?

5. I'd like to ask you to think back to the first seven days following the declaration of the state of emergency, the period of March 13–20 2020. How did your pharmacy adapt? How did your practice change? How did your day-to-day work evolve during this time?

6. What helped you during this period? Can you reflect on why this was helpful? What was done that was not helpful? Can you reflect on why this was not helpful?

7. As you look back on that first week, what could have or should have been done differently to provide pharmacy staff with support to deal with this situation?

8. By March 21,2020, it was becoming clear to the public this was not a short term inconvenience. At that point, what was the response in your practice? What were you expecting to happen in the days, weeks, and months ahead?

9. What helped you during this period? Can you reflect on why this was helpful? What was done that was not helpful? Can you reflect on why this was not helpful?

10. As you look back on that second and third week, what could have or should have been done differently to provide pharmacy staff with support to deal with this situation?

11. How is your practice/workplace different today, compared with March 12,

2020? What changes do you see as positive and potentially worth preserving in the future? What changes have been difficult and should be abandoned as soon as possible?

12. What advice would you give leaders in pharmacy about how best to manage situations like this in the future, particularly if we experience a second or third wave of COVID-19?

13. On a personal note – how have you coped or managed in your non-professional life during these last few weeks? What has helped you? What has not been helpful? What would you do differently, knowing what you know now?

14. Is there anything else you would like to share with me regarding your personal or professional experience of COVID-19?

15. Thank you for participating in this study. Transcripts of your interview are going to be produced and will be sent to you for review and verification. If after reviewing these transcripts, you would like to provide any other information/details/clarification, please let me know.