Evaluation of the “Warm -Hearted Community Pharmacy Project” in Roi Et Province Using the CIPP Model

Abstract

Objective: To evaluate “the warm-hearted community pharmacy project” in Roi Et province. Methods: The research was a mixed method study undertaken from July to December 2020. In qualitative study, purposive sampling was employed to recruit health care providers and patients. In depth interview guides were constructed according to the CIPP framework. Data was collected by online, face-to-face, or telephone interviews until data saturation was reached. Data were analyzed using thematic analysis. Patient satisfaction questionnaire was developed in this study. Quota and simple random sampling were employed to select subjects for satisfaction measurement. Results: There were 42 participants enrolled in this study including 27 health care providers and 15 patients. Eighty patients responded to the patient satisfaction questionnaire. Thematic analysis revealed three main themes in context dimension, including health service systems, goals, and expectations for the project. Input dimension contained four main themes including human resources, arrangement of services, raising public awareness and finance. Process dimension consisted of four main themes, i.e., goal perception, workforce, service arrangement, and raising public awareness. Product/impact dimension included five dimensions i.e., acceptance of pharmacists, number of patients receiving service from community pharmacies, value, quality of care by the pharmacists, and convenience. The results indicated that the project aimed to reduce crowding in the hospital even though the number of patients referred to community pharmacies was still lower than the target. The patients were highly satisfied with the services from the community pharmacies (9.7+0.7). Patients received convenient services from community pharmacies. Pharmacists helped resolve drug related problems for patients. This project strengthened the role of community pharmacists. The results also pointed to the issues needing improvement in order to achieve the goal such as patient recruitment processes and drug distribution systems to the community pharmacies, raising public awareness, recruitment of more community pharmacists to cover more districts, and building the trust of physicians in community pharmacists. Conclusion: This project was able to respond to the need in the area, and should be encouraged to become ongoing service. Nevertheless, the service should be further improved.