Information received and information needed on electronic prescriptions – Finnish pharmacy customers’ experiences during the nationwide implementation

Abstract

Objectives: To investigate (1) what Finnish pharmacy customers have learned about the implemented electronic prescriptions (e-prescriptions), (2) from whom or where have they learned about them, (3) whether they are satisfied with the information received and if not, (4) what more information they would like. Methods: We surveyed 1288 (44%) pharmacy customers aged ≥18 years collecting medicines for themselves with e-prescriptions in 18 pharmacies across Finland in 2015. Descriptive analysis, chi-square and Fisher's exact tests were used in the analysis. Key findings: Nearly all respondents had received information about e-prescriptions (97%). A physician (67%) and a pharmacy (53%) were the most common information sources. The vast majority of the respondents had learned about how to purchase medicines with an e-prescription (86%). Most of them had also received information about the benefits of e-prescriptions (59%) and how they can view their e-prescriptions on a computer (58%). The majority of pharmacy customers felt they had received sufficient information on e-prescriptions (83%). Those dissatisfied with the information received asked for more information about how e-prescriptions are protected against misuse (47%) and who can view their e-prescriptions (44%). Conclusions: Most Finnish pharmacy customers have learned how to use e-prescriptions, what their benefits are and how to view e-prescriptions on a computer. The information is generally obtained from physicians and pharmacies. Information needs concern data protection and data security. Customers are mainly satisfied with the information received. However, their knowledge only partly meets the national requirements on the information they should be provided with.