Perception of the Community Toward Transition of Pharmaceutical Care Services from Ministry of Health Primary Healthcare Centers to Community Pharmacies

Abstract

Background: Pharmaceutical care services in Saudi Arabia recently transferred from Ministry of Health (MOH) primary healthcare centers (PHCs) to community pharmacies (Wasfaty service). However, there is a lack of research on the need and impact of this transition. This study explored the Saudi community’s perception toward the transition of pharmaceutical care service from MOH PHCs to the Wasfaty service. Community needs and expectations from the Wasfaty service were assessed, and its experience, concerns, and limitations were evaluated. Methods: Qualitative, in-depth, semistructured interviews of Saudi community members who visited community pharmacies with electronic prescriptions from MOH primary healthcare clinics were conducted. The data obtained from 18 participants were thematically organized and analyzed using NVivo software. Results: Seven themes related to the new Wasfaty service were identified and divided into three categories: perception toward the transition in pharmaceutical care, experience of the Wasfaty service, and concerns about and limitations of the Wasfaty service. The Saudi community was generally satisfied with the new Wasfaty service and highlighted its benefits: easier access, time flexibility, and less crowded community pharmacies. In addition, the Wasfaty service provided them with better communication with pharmacists, better education about their medications, better availability of medications, better control over medication dispensing, and easier refills compared to primary healthcare pharmacies. However, the community complained about the lack of privacy in community pharmacies, the number and location of community pharmacies having the Wasfaty service, a few technical issues, a lack of female pharmacists, few Saudi pharmacists, a lack of labels on medications, and limited or no instructions about medication storage. Conclusion: The Saudi community needs the transition from MOH PHCs to the Wasfaty service in pharmaceutical care. The community also has concerns about this transition and the limitations of the Wasfaty service.