Pharmacy drive-thru service in Jordan: assessing customers' awareness, perceptions and factors affecting the use of this service

Hammour, Khawla Abu; Farha, Rana Abu; Rizik, Mai; Mukattash, Tareq L.; Alnan, Murhaf; Alkhader, Ahmad; Aljanabi, Rand; Basheti, Iman A.

doi:10.1111/jphs.12245

Cited by 16 publications

(51 citation statements)

References 15 publications

(40 reference statements)

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“…Malewski et al (2015) found a significant difference between residence region (urban and suburban) regarding customer-pharmacist trust, customer service, and pharmacy accessibility. Moreover, Abu Hammour et al (2019) stated that patients in Jordan with busy lifestyle showed higher tendency to use the drive-thru service than others, which contradict the results of this research.…”

Section: Discussioncontrasting

confidence: 89%

“…Pharmacy easy accessibility is the highest item rated by the respondents while availability of valet parking service was the lowest item rated among the convenience dimensions. It should be clear that the idea of valet services are relatively new to the Jordanian society and used to be a service only provided by 5 stars hotels and restaurants (Abu Hammour et al, 2019). Wazaify et al (2008) showed that only 26% of respondents visit the same pharmacy because of its convenience location and proximity to their resident or work.…”

Section: Discussionmentioning

confidence: 99%

See 1 more Smart Citation

Factors affecting customers selection of community pharmacies: The mediating effect of branded pharmacies and the moderating effect of demographics

Ghattas¹,

Al-Abdallah²

2020

10.5267/j.msl

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This research aims to identify and evaluate different factors influencing the customer decision in selecting a community pharmacy in the city of Amman, and study the possible impact of branded pharmacy on the selection process. Five main factors were selected based on the literature review, including convenience, physical environment, sales promotions, qualified and experienced pharmacists and customer service and three main hypotheses and twelve sub-hypotheses were developed. A descriptive analytical methodology, quantitative approach, utilizing survey strategy utilizing questionnaire were used. The population of this research consists of customers who decide to choose a community pharmacy which is estimated at 934.5 thousand households. To collect the primary data, a self-administered questionnaire was prepared based on previous studies; 1070 questionnaires were distributed in different community pharmacies in Amman using convenience sample (pharmacy intercept), 801 filtered and screened questionnaires were sent for statistical analyses. The results reveal that customer service factor had the highest effect on customers' selection of pharmacies, followed by qualified and experienced pharmacists and convenience, respectively. Sales promotions and physical environment have the least impacts on customers' decision. The results also show that there is a partial statistically significant mediation effect of branded pharmacy on the direct relationship between the selected factors and customers' pharmacy selection. The demographic variables have no statistically significant moderating effects on the direct relationship between the selected factors and pharmacy selection. Discussion, managerial implications, and future research recommendations are provided.

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Section: Discussioncontrasting

confidence: 89%

Section: Discussionmentioning

confidence: 99%

Factors affecting customers selection of community pharmacies: The mediating effect of branded pharmacies and the moderating effect of demographics

Ghattas¹,

Al-Abdallah²

2020

10.5267/j.msl

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“…52 In Jordan, drive-through pharmacy services have recently been introduced representing a new trend in community pharmacy services with positive customer awareness and perceptions towards the service. 53 Although of course the model limits the 'sit-down' counseling deemed as a higher order role of pharmacists, in Jordan, this service appeared well received particularly in a certain subset of customers, but concerns regarding proper counseling represented the main disadvantage of the service. 43 About 50% of the participants in this study believed that they should be allowed to sell medications for coronavirus management via the drive-through service available in some chain pharmacies in Jordan.…”

Section: Tablementioning

confidence: 99%

Pharmacists’ readiness to deal with the coronavirus pandemic: Assessing awareness and perception of roles

Basheti

Nassar

Barakat

et al. 2021

Research in Social and Administrative Pharmacy

101

125

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Background: The 2019 Coronavirus infection (COVID-19) caused by a novel strain of coronavirus was detected in China in December 2019, and declared a public health emergency of international concern on January 30, 2020. Community pharmacists have an important role in supporting the local health emergency preparedness and response arrangements. Objectives: To investigate pharmacists and pharmacy students' awareness and source of their information regard the management of the coronavirus pandemic, and their perspective of their role during this emergent situation. Methods: This descriptive cross-sectional online survey study was conducted in Jordan during the COVID-19 outbreak (from 15 to 30 March 2020). A validated online questionnaire addressing participants' current awareness about epidemics/pandemics and COVID-19, source of information and their perspectives of their role. Data were analyzed using statistical package for social science (SPSS). Results: Participants (n = 726) had a mean age of 26.9 (8.0) years with 71.9% females. Pharmacy students made 35.3% of the sample while the rest were pharmacists. Only 54.3% of participants believed that they got enough education about epidemics/pandemics, and 94.6% of them follow on the latest coronavirus updates on treatments, and that is mainly from the media (59.5%) followed by the World Health Organization reports (58.7%) and then the published researches (57%). Awareness score (out of 20) of pharmacists (n = 470) was significantly higher (p < 0.001) than that of students (n = 256). Better Awareness scores were also associated with higher age of participants, graduating from a public versus a private university, and attending more educational workshops. Conclusion: The majority of pharmacists and pharmacy students reported that they have a major role in the management of epidemics/pandemics through the community pharmacies but the majority follow on the latest coronavirus updates from the media. This fact rings bills considering the numerous conflicting messages publicized during the pandemic through the media. the World Health Organization (WHO) and CDC declared the coronavirus infectious disease (coronavirus disease 2019, termed COVID-19) 2,3 as a pandemic caused by a newly discovered coronavirus strain named 'severe acute respiratory syndrome coronavirus 2' or SARS CoV-2, colloquially referred to as COVID-19. 2,3 Coronavirus (COVID-19) belong to a family of RNA-viruses which take humans and mammals as formal hosts to live and replicate. 4 COVID-19 has been reported as an extraordinarily contagious virus. 5 People who get infected with this virus experience mild to moderate

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“…They found that the drive-thru service is mostly used by busy customers. [ 4 ] However, some concerns about poor commutation between customers and pharmacists and increase the risk of medication error are expected reported complications of this system were reported. [ 5 ]…”

Section: Introductionmentioning

confidence: 99%

The impact of COVID-19 outbreak on reassessing the need for drive thru community pharmacy: Cross-sectional study

Diri

2020

J Microsc Ultrastruct

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Introduction: Community pharmacies spread all over Saudi Arabia. Customers face some of the logistic problems, such as parking availability and privacy. This study was aimed to evaluate the need, awareness, perception, and barriers of the drive-thru community pharmacy services. Methods: A cross-sectional study was conducted between January 1, 2020, and February 1, 2020, based on a questionnaire that was published on WhatsApp and Twitter. Results: From 1001 participants who completed the questionnaire, 54% of them are female and 70% between the age group of 18 and 30 years. The most common reason to visit the pharmacy among the participants is to purchase over-the-counter medications (36.4%). Although (86.5%) reported that there is no pharmacy provide drive-thru service in their city, 78% of participants think that this service will help all the community component. Participants believe that the drive-thru service will help in reducing car parking problems and traffic violations (83.8% and 86.3%, respectively) and will help in keeping patient privacy and (82.2%). Conclusion: Establishing community pharmacy with drive-thru service is very important to ensure a more convenient service to customers and to assist all ages, women, and special needs. Giving the recent declaration to live with coexisting COVID-19 pandemic, further procedures should be implemented to support this recommendation.

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Pharmacy drive-thru service in Jordan: assessing customers' awareness, perceptions and factors affecting the use of this service

Cited by 16 publications

References 15 publications

Factors affecting customers selection of community pharmacies: The mediating effect of branded pharmacies and the moderating effect of demographics

Factors affecting customers selection of community pharmacies: The mediating effect of branded pharmacies and the moderating effect of demographics

Pharmacists’ readiness to deal with the coronavirus pandemic: Assessing awareness and perception of roles

The impact of COVID-19 outbreak on reassessing the need for drive thru community pharmacy: Cross-sectional study

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