Consumer and Community Pharmacists’ Perceptions of Online Pharmacy Services in Uyo Metropolis, Nigeria

Abstract

Background: Online pharmacies benefit consumer healthcare experience through affording convenience, efficiency, greater confidentiality, and improved access to medicines. There are several online pharmacies in Nigeria, however, studies about their use as well as consumer and pharmacists’ perceptions of the service are lacking.
 Objective: This study aimed to evaluate community pharmacists’ and consumer perceptions of online pharmacy services (OPS) in Uyo metropolis, Nigeria.
 Method: This was a cross-sectional survey involving community pharmacists and consumers. The survey instrument was a structured, self-administered questionnaire. Survey data was analysed descriptively using frequencies and percentages while X2 was used to evaluate association between variables. 
 Results: In total, 60 community pharmacists and 500 consumers replied to the survey. Although the majority (>85%) of the survey respondents reported frequent internet use, only about a third (28%) of the consumers and 57% of the pharmacists were aware of the availability of online pharmacy services in Nigeria. In general, majority of the consumers were positive about using online pharmacies with approximately two thirds (67%) indicating that they would consider purchasing medicines from the service in future. Also, 83% of the consumers indicated that access to online drug information and medicine advice via the service will be valuable. There was a significant (P<0.05) association between consumers’ online shopping behaviour and their likelihood to use the service. Also, majority (92%) of the community pharmacists in this survey agreed that online pharmacies promote pharmaceutical care and this perceived need was associated with their likelihood to provide the service in future (p=0.002). Consumer concerns about the service included the risk of substandard and counterfeit medicines, internet security, unavailability of prescribed brands, chances of ordering wrong medicines and uncertainty about timely delivery.
 Conclusion: Overall awareness of the availability of online pharmacy services in Nigeria is limited in the survey population despite reported frequent internet use in this cohort. Generally, our findings suggest the potential for future uptake of online pharmacy services and highlight the need for a standardised approach to service provision as well as a regulatory framework to improve consumer confidence and alleviate the concerns raised.
 
 Article Type: Original Research

What influences consumers’ online medication purchase intentions and behavior? A scoping review

“…Research shows that prior experience of purchasing goods online ( Fittler et al, 2018 ; Ndem et al, 2019 ); online shopping experience ( Hu et al, 2021 ); comfort with the network transaction environment ( Hu et al, 2021 ); greater health literacy, that is ability to find, understand, and use information needed to purchase from online pharmacies ( Sabbir et al, 2021 ); lower electronic health literacy ( Ivanitskaya et al, 2010 ); awareness of online pharmacy website technology ( Alsadoun et al, 2023 ); and consumers’ expertise regarding online pharmacies ( Wiedmann et al, 2010 ) were positively associated with purchase intentions. Personal experience also influenced OTC medication purchase behavior ( Anis and Tan, 2023 ).…”

“…Fittler et al (2018);Ndem et al (2019) Personal experience Anis and Tan,(2023) Comfort with the network transaction environmentHu et al (2021) Years of experience with online shoppingHu et al (2021) Greater health literacy (ability to find, understand, and use information needed to purchase from online pharmacies) Sabbir et al(2021) Lower electronic health literacyIvanitskaya et al (2010) Awareness of online pharmacy website technology Alsadoun et al(2023) Consumer is an enthusiastic expert about online pharmacies Wiedmann et al(2010) Health insuranceNo healthcare coverage Cicero and Ellis, (2012) Have higher health care expenditures Brown and Li, (2014) More likely to be privately insured Brown and Li, (2014) Medicaid insurance coverage Brown and Li, (2014) Health insurance coverage Desai et al (2015) Privacy Anonymity Cicero and Ellis, (2012) More privacy Alwhaibi et al (2021); Almomani et al (2023) Do not want to discuss with doctor Koenraadt and van de Ven, (2018) Product Product quality Holiday-Goodman et al (2007); Van Buskirk et al (2016) Product varieties Alwhaibi et al (2021); Almohammed et al (2023) Note: Italicized text indicates reported findings that are negatively related to purchase intention and behavior.…”

Identification of Content Information and Functionalities to Design an Online Pharmacy: A Systematic Review

“…This could show that such online pharmacies are illegal (30). Illegal pharmacies can pose direct and indirect risks to patients and shoppers (10). It shows inconsistency in the use and compliance with international standards and rules in online pharmacies.…”

“…Online pharmacies refer to online service providers and retailers of medicines, goods, and health-related services. These services offer considerable benefits including convenience and efficiency, competitive price, accessibility, privacy, and door-to-door delivery without geographical restrictions unlike traditional pharmacies (10). Local pharmacy websites are becoming more and more prevalently known as an online "healthcare center", where patients can submit electronic prescriptions, order prescribed and over-the-counter medications, consult pharmacists about a chronic disease, get a prescription for a minor illness, and download the software.…”