Psoriasis Patients' Experiences of Methotrexate and Opportunities and Challenges of Telepharmacy Services: An Exploration through a Service Design Approach

Abstract

Objectives: To understand the experiences among psoriasis patients receiving methotrexate (MTX) and their needs for telepharmacy services, and to analyze the opportunities and barriers in service provision to gain information for planning a contextually appropriate service design for Rajpracha Samasai Institute. Method: This qualitative study employed the service design approach. Data were collected by reviewing patient characteristics and patterns of drug use (desk research) and by conducted semi-structured interviews with patients and healthcare personnel involved in psoriasis care (gathering insights). The researchers synthesized the results based on content and analyzed using tools including empathy map and persona. Results: The majority of patients resided in Samut Prakan Province and paid health service fee out of pocket. They identified MTX as an immunosuppressive drug, even though they couldn’t recall it exact name. They reported positive experiences with MTX for psoriasis treatment. They did not need telemedicine services, but expressed interest in telepharmacy as a supplementary service for their regular hospital visits, with flexibility in consultation times. Opportunities for implementing the service included the institution’s patient safety policy, capable and supportive staff, and improved access to communication technology. However, barriers included the absence of a clear telemedicine policy, lack of experience in service provision, inadequate equipment, physical space, and integrated information systems for supporting service provision, as well as concerns about patient readiness. Conclusion: Understanding patient experiences, along with the opportunities and barriers to telepharmacy through a service design lens, provides Rajpracha Samasai institute with a holistic perspective. These insights are essential for designing and supporting the development of telepharmacy services tailored to the needs of psoriasis patients receiving MTX, ultimately aiming to create a better patient experience.