Community Pharmacists’ Experiences and Roles in Providing Common Illness Services under the Universal Coverage Scheme in Drugstores in Bangkok

Abstract

Objective: To study the experiences and roles of community pharmacists participating in the Common Illness Program for Beneficiaries of the Universal Coverage Scheme within drugstores in Bangkok. Methods: This qualitative study collected data by in-depth interviews with 2 groups of informants using open-ended questions and semi-structured interview guides. Key informants included 1) six pharmacists who owned and worked in drugstores participating in the Program and 2) six pharmacists who were employees in drugstores participating in the Program. The secondary informants included three experts from the Pharmacy Council of Thailand, the Community Pharmacy Association (Thailand), and the National Health Security Office (NHSO). Data obtained from interviews were analyzed by thematic analysis to identify key themes. Results: The study identified four key themes. The first theme was positive perspectives on participating in the Program, reflecting business opportunities for pharmacies and professional advancements in pharmacy practice. Secondly, the theme on perceived work-related problems included a lack of client understanding of program regulations, irrational drug purchasing behaviors, challenges related to system operation, reimbursement from the NHSO, inconsistent service standards, inadequate follow-up on treatment outcomes, and insufficient pharmacist work force relative to workload. The third theme was professional challenges faced by participating pharmacists, such as gaining trust from service recipients, enhancing pharmaceutical care competencies, and acquiring proficiency in operating systems in the Program. The fourth theme involved the recommendations derived from experiences in program participation, aimed at informing the development of the professional role of community pharmacy. Conclusion: The Common Illness Program enables community pharmacists to actively demonstrate their professional roles and identity to the public. It also creates business opportunities for community pharmacies and provides valuable services to individuals under the Universal Health Coverage scheme. Additionally, the Program helps reduce overcrowding in hospitals. Therefore, it should be continuously improved to ensure long-term sustainability.