My Opinions Matter! How Perspectives, Knowledge And Expectations Matter in Moderating the Success of New Pharmaceutical Services Implementation in Malaysia

Abstract

patients' intentions to adopt with the Theory of Planned Behavior as the theoretical framework. Methods: A two phase mixed methodology involving first a qualitative exploration and the second a quantitative phase was conducted in public health facilities in Negeri Sembilan, Malaysia. A cross-sectional survey (N = 410) was conducted using the Pharmacy Value Added Services Questionnaire (PVASQ). Multiple regression and robust moderation analysis were performed. Results: Overall, perspectives were found to be significant predictors of intentions. In greater detail, subjective norms, perceived behavioural control, knowledge, expectations and ethnicity were found to be significant predictors of intentions to adopt PVAS. Perspectives and expectations are found to exert significant partial effects on intentions. We find that a significant self-reinforcing feedback loop exists between Expectations-Perspectives-Intentions. ConClusions: Overall, we suggest that patient perspectives and knowledge be enhanced through appropriate channels and expectations of service quality be met to increase intentions. Positive perspectives and meeting the high expectations of the public can greatly improve the uptake of the new service. Ethnicity plays a crucial role in determining uptake of the new service and should be given greater focus. Our results are robust and suggests that a bottom-up approach should be key to successful implementation of health policies and services.

Pharmacy Value Added Services: Early Begininings, Current Implementation, And Challenges From The Malaysian Experience

“…42 These studies by Tan and colleagues provide the policy maker with important conclusion regarding the implementation challenges of PVAS in Malaysia. [38][39][40][41] In particular, the results suggest that the influence of peers, friends and family plus the ease of which patients can use the services are the main predictors of adoption intentions. Generally, patient knowledge and their expectations can strengthen the relationship between intentions and cognitive perspectives.…”

“…39 Finally, the authors perform a final stage quantitative studies to capture the mediating effects of knowledge and expectations on intentions 40 and also to study how total cognitive perspectives (made up of subjective norms, perceived behavioural control and attitudes) can moderate the patient's intentions to adopt PVAS. 41 Generally, the recent qualitative findings generally find that for respondents who are elderly and on chronic medications, the introduction of PVAS greatly benefits their compliance and overall health outcomes. Overall, innovations such as the drive-through, postal delivery and the IDDS allow the elderly to avoid long ques at both the parking space and over the counter.…”