Beyond medicines provision: community pharmacists roles in meeting patient needs through value-added pharmacy services

Abstract

Objectives: Pharmacy practice now requires more patient-centred and outcome-oriented approach, hence the need for a more value-based model. In developing countries like Nigeria, out-of-pocket spending for health care is high and patients usually visit the community pharmacy first to attend to their health needs. Since patients need to get value for their money, assessing their perception on services provided and their need for value-added pharmacy services is imperative. Thus, this study aims at assessing the perception of patients on services provided by community pharmacies in Nigeria and to ascertain their needs for value-added pharmacy services. Methods: A 15-item questionnaire was administered to randomly sampled respondents who routinely visit their community pharmacy. The questionnaire addressed demographics, satisfaction with community pharmacy practice, accessibility of healthcare professionals and need for value-added pharmacy services. The respondents gave oral informed consent prior to administration of the questionnaires. Descriptive statistics were applied in data analysis. Key Findings: A total of 384 questionnaires were distributed, and 300 were duly filled and returned. The survey lasted for 3 months, and the questionnaires were self-completed. All respondents agreed that pharmacy practice is important in healthcare delivery in Nigeria. Seventy-one per cent stated that the community pharmacy was their first port of call for treating minor ailments and seeking advice on medicines and health. Furthermore, 61% indicated that they trust pharmacists more than other health professionals in the area of medicines provision and advice. All respondents agreed that they require provision of more services other than medication dispensing and advice from their pharmacists. Conclusions: Results suggest that patients have a positive perception towards community pharmacists as the most accessible and trusted health professionals for minor ailments and medicines provision. However, in addition to medicines provision, these patients require more services from pharmacists that add value in meeting their various health and medicines needs.