Professional Services Offered By Community Pharmacists And Challenges In Managing Community Pharmacies: Views From Community Pharmacy Practitioners In The State Of Sarawak
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Date
2018-08
Authors
Kho, Boon Phiaw
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
The focus of community pharmacies worldwide is gradually shifting towards
service-based. Unfortunately, various management challenges delay this progression,
especially in developing countries like Malaysia. Dimension of challenges faced in
the management of community pharmacies is poorly articulated in the literature. The
aims of this study were to explore the current status of professional pharmacy
services provision and management challenges faced by community pharmacists in
Sarawak, Malaysia. A mixed-methods design comprising qualitative (Phase 1) and
quantitative (Phase 2) components was used. In Phase 1, semi-structured interviews
were carried out with community pharmacists practising in Sarawak. Purposive and
snowball sampling techniques were employed to ensure a diverse group of
informants, with data saturation achieved after 20 interview sessions. Interviews
were audio-recorded and transcribed verbatim, with the resultant data analysed using
thematic analysis. Eleven major themes were identified. Professional pharmacy
service provision was influenced by both respondents’ intrinsic motivations and
business considerations. Intra-organisational constraints faced include lack of time,
personnel and physical space, whereas cultural issues, uncommitted customers, stock
availability and price issues were the extra-organisational barriers. Market demand
influenced respondents’ plans for further service expansion. Management challenges
experienced traverse five domains: market competition, legislative issues, customers’ knowledge and expectations, macroeconomic impacts and operational problems.
Improving customer service quality and expanding the range of professional services
were suggested coping strategies. In Phase 2, survey questionnaires constructed
using Phase 1 findings and supplemented with relevant literature were posted to all
eligible community pharmacies in Sarawak (n=184). A total of 80 responses were
received (response rate 43.5%). High levels of response homogeneity were recorded
for various economic, operational and customer-related challenges faced. Strategic
changes to counter these challenges were focused on pricing and product stocked,
rather than service provision. Most rated strategies include increasing discounts for
customers and sourcing cheaper suppliers. Legislative change proposals that can
increase their share of the pharmaceutical market were strongly supported by
respondents, particularly those that address pricing issues and the lack of dispensing
separation. In conclusion, current legislative conditions and Malaysian consumer
mindset might have constrained professional services provision and strategic choices
of community pharmacies to deal with contemporary management challenges faced.
A long-term multi-pronged approach to address these issues and increased
involvement of community pharmacists themselves in this agenda are required to
influence practice change.
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Keywords
Medicine