Perceptions, Attitudes and Experience toward Telepharmacy Service among Community Pharmacists: A Qualitative Study

Abstract

Telepharmacy is a novel pharmaceutical care service. Pharmacist can communicate with patients or clients through telecommunication technology. This study aimed to explore community pharmacists' perceptions, attitudes, and experiences toward telepharmacy service. Methods: This study was qualitative research that collected data from 24 community pharmacists working at drugstores in all regions of Thailand. The data was gathered from 3 online-focus groups discussion (7 to 9 pharmacists per group), and data analysis was conducted using content analysis. Results: The majority of participants were female (54.17%), with the average age of 30.65 ± 3.71 years. Most were business owners (66.67%). The participants were classified into 2 groups: partly-telepharmacy and full-telepharmacy. Both groups provided different perceptions about standards and procedures for telepharmacy of the pharmacy council of Thailand. Partly-telepharmacy group perceived that the standards and procedures had not been a mandatory practice. In terms of attitudes, they considered that the standards and procedures are rather too complicated but full-telepharmacy group perceived important and good attitudes toward standards and procedures for telepharmacy of the pharmacy council of Thailand.  For experience aspects, both groups provided similar telepharmacy services, such as patient interviews and drug dispensing, as well as services related to the COVID-19 pandemic and smoking cessation. However, in some aspects telepharmacy service procedures of both groups were different; partly-telepharmacy group has limitations on patient registration and audio/video records while providing services due to a lack of suitable technology. Conclusions: Both groups provided different perceptions about standards and procedures for telepharmacy of the pharmacy council of Thailand. Partly-telepharmacy group had an incorrect perception of standards and procedures for telepharmacy from the pharmacy council of Thailand. They considered that the standards and procedures were rather too complicated. On the contrary, full-telepharmacy group had a correct perception and positive attitudes toward the telepharmacy. As a result, the two groups had different experiences with telepharmacy services.