Perception, Attitudes and Experience toward Telepharmacy Service among Community Pharmacy Customers: A Qualitative Study

Abstract

This study aimed to explore customers’ perception, attitudes, and experience toward telepharmacy service. Methods: The data was gathered by in-depth interviews via telephone using semi-structured interviews. The informants were 33 customers who received telepharmacy service in drug stores and data analysis was conducted using content analysis. Results: In total 33 participants with an average age of 32.67 ± 11.51 years, 11 were female. Most of them had a bachelor's degree. The participants were classified into 2 groups: using non-telepharmacy service group (such as telephone or social media) and using telepharmacy service group. Both groups provided similar perceptions about the implications of telepharmacy service. They perceived that it is a form of pharmacy service via telecommunication technology. Regarding the perception of usefulness and ease of use about standards and procedures for telepharmacy of the pharmacy council of Thailand, non-telepharmacy application considered that the process of patient registration was rather to complicated. In term of attitude, both groups had positive attitudes toward telepharmacy service because it provided convenience, saved cost, and saved travel time. In terms of experience, both groups received similar telepharmacy services, such as patient interview and drug dispensing, treatment follow-up, smoking cessation and services related to COVID-19. Most of them used telepharmacy services via social media, followed by telephone. Both groups were satisfied with telepharmacy services because it was convenient, but they had different problems in using the service. Using telepharmacy service group found that the telepharmacy service program was difficult to use. Conclusions: Both groups provided similar perceptions and attitudes toward telepharmacy services, but the group using telepharmacy services found that the telepharmacy application was difficult to use. Therefore, it would be better if the telepharmacy applications could be developed to make it easier to use.