Patients’ perceptions regarding pharmacists’ healthcare services: the case of Lebanon

Abstract

Background: Community pharmacists are involved in a variety of important patient-oriented activities. Patients generally agree that their interaction with pharmacists improves health outcomes. In Lebanon, patients' perceptions regarding the role of community pharmacists remain largely unknown. Aim: This study assessed participants' perceptions of services provided in community pharmacies compared with those provided in primary healthcare centres (dispensaries). Methods: A cross-sectional study was conducted from June until November 2017. In all, 1070 participants completed a self-administered questionnaire. Descriptive statistics were calculated using mean and standard deviation for continuous measures, counts and percentages for categorical variables. Results: Although 85% of participants thought that community pharmacists were responsible for their health security and medication safety, 30% believed that the only role of community pharmacists was to dispense medications and only 33.4% found the services provided by dispensaries trustworthy. Most (65%) participants agreed that the personnel working at the dispensaries do not have appropriate qualifications. When asked about the quality of medications, 68% of respondents trusted the quality of drugs available in community pharmacies, compared with 34.4% for drugs from dispensaries. Conclusions: The results show an acceptable level of satisfaction regarding healthcare services provided in community pharmacies from patients' perspectives compared with services offered by primary healthcare centres. Community pharmacists should interact more with patients and guide them to appropriate medication use, whereas dispensaries should abide by the existing laws and employ a pharmacist to supervise the dispensing of medications.

The current trends and challenges towards good community pharmacy practice and the way forward

“… 23 Another study conducted in 2017 concluded that interaction and communication between community pharmacists and patients is highly recommended to inform them about the appropriate use of medication. 24 …”

Development and Validation of a Knowledge, Attitude and Practice Questionnaire on Antibiotic Use in Arabic and French Languages in Lebanon

“…Access to healthcare is limited in Lebanon with a health system mainly based on private healthcare and paid by out-of-pocket money [ 33 ]. Individuals with lower socioeconomic status use pharmacists as an outlet of medicines to avoid expenses of medical consultation and clinical tests, even though most Lebanese people consider that the personnel working as drug dispenser is not sufficiently qualified [ 34 ]. A recent study in Lebanon showed that over three-quarters of the participants consider their pharmacists responsible for the safety and security of their medication [ 34 ].…”

“…Individuals with lower socioeconomic status use pharmacists as an outlet of medicines to avoid expenses of medical consultation and clinical tests, even though most Lebanese people consider that the personnel working as drug dispenser is not sufficiently qualified [ 34 ]. A recent study in Lebanon showed that over three-quarters of the participants consider their pharmacists responsible for the safety and security of their medication [ 34 ]. Therefore, individuals with a limited knowledge on antibiotics might buy these drugs without prescription [ 35 ], and not be adequately advised about the use of antibiotics by pharmacists.…”

Primary health care policy and vision for community pharmacy and pharmacists in Lebanon

“…When asked about the quality of medications, 68% of respondents showed trust in medications available in community pharmacies, compared with 34.4% in medications from dispensaries in PHC. 15 They are counseling patients about their chronic and infectious diseases, medication-related matters and nutrition, flu vaccination, treatment of a minor ailment with over-thecounter medications, and are providing services to patients such as monitoring blood pressure and glycemia. 16 Although these services are not required by the law, patients' expectations in Lebanon are high in this regard, and counseling is given at the discretion of the pharmacist, with much variability in practice, depending on the patient insistence, the pharmacist time and willingness.…”