Online telepharmacy service delivers despite pandemic-related restrictions

A free online telepharmacy service, developed in the Philippines during the COVID-19 pandemic, may be used to provide and simplify medication information as part of primary care, reports a study.

“Transition to the ‘new normal’ entails adopting alternative platforms to augment traditional sources of health information,” said the researchers led by Aldrin Nico R. Plantado, RPh, from the Philippine Pharmacists Association.

“The protocol presented in this article may guide future telepharmacy practitioners in the Philippines in developing a telepharmacy framework and guidelines, especially geared toward workflow optimization and protection of patient data,” they pointed out.

Plantado and his team described the process of developing and operating an online telepharmacy service, analysed its usage, and evaluated the health information-seeking patterns of users.

The telepharmacy service used several platforms to receive and process queries, communication, as well as promotion. The researchers processed submissions received from 20 March to 31 May 2020 and analysed the following parameters: time patterns of query submission, response time, service feedback, user and patient demographics, and subjects of inquiry.

Some 271 queries were included in the analysis. Frequency of query submissions dropped over time, which was in line with the relaxation of quarantine restrictions and increasing availability of information. In addition, query influx reached its peak outside of typical business hours. [J Pharm Pract 2023;doi:10.1177/08971900211033120]

Most users came from the general public (93.8 percent) and preferred text messaging (61.2 percent) to receive responses for their queries. Majority of the users from the general public were 15 to 25 years of age (41.1 percent) and sought information for themselves.

As expected, COVID-related topics were the most common queries submitted. Additionally, the general public was mostly interested in drug indications and vitamins, supplements, and herbal products, while healthcare professionals were more concerned with drug procurement.

Of the users, only 12 provided feedback, but all of them expressed satisfaction with the online telepharmacy service and with the information that they received.

“Convenience of the service was commonly cited as a reason for positive response,” the researchers said. “Filipinos have been found sensitive to the financial and time costs incurred from utilizing health services; and in an age when health information may be sought online, patients may turn to the Internet.” [www.econstor.eu/handle/10419/187283; Health Commun 2012;27:194-204]

Due to the pandemic and the community quarantine, accessibility to traditional healthcare services had been reduced. Thus, a free online telepharmacy could serve as a convenient means to get access to health information, according to Plantado and colleagues.

For future researchers, Plantado and his team suggested the exploration of other platforms aside from social media to promote the telepharmacy service and extend its reach, particularly in the elderly population. They recommended partnerships with government units, community-based organizations, healthcare institutions, and other telehealth services to increase patient referrals.

In addition, “[r]esearchers may explore the key knowledge, attitudes, and competencies needed by telepharmacy practitioners in operating the service. This may, in turn, guide the development of a training program for said telepharmacy practitioners,” the researchers said.