Assessment of Pharmaceutical Care Services Provided by a Community Pharmacy in Kedah, Malaysia

Objectives: To assess the pharmaceutical care services provided by the pharmacists in a community pharmacy in Kedah. Method: Prospective analysis of pharmaceutical care services provided by a community pharmacy in Kedah, by means of customized questionnaires given to the customers. Convenience sampling technique was used. Descriptive analysis was used to compute the data collected. Results: Out of a total of 508 respondents, 251 (49.41%) of the patients responded that they always go to the community pharmacy; 377 (74.21%) stated that the pharmacist discuss their health issues with them. 297 (58.46%) respondents stated that the pharmacists spent around 5 to 9 minutes per customer. 189 (37%) of respondents indicated that the pharmacist or pharmacist’s assistant did not explain to them how to take their medication correctly, while 358 (70.47%) of respondents stated that the pharmacist did not find out if the patient understand the instructions given. Regarding the responsibility that the pharmacist assumes for patient drug therapy 155 (30.15%) of respondents answered “Yes” and 353 (69.49%) stated “No”. 489 (96.26%) of the respondents agreed the pharmacists show readiness to listen and answer their questions as well as use simple language while counselling. 314 (61.81%) stated that the counselling services provided by pharmacist is useful with regard to the medication(s) and the disease condition. 264 (51.97%) were satisfied and stated that the overall rating of pharmaceutical care services in the pharmacy was good. Conclusion: Community pharmacists must discuss health issues with their patients, spend sufficient amount of time with each patient at each visit. Counselling services are a vital part of pharmaceutical care services. The pharmacist and/or their assistants must explain to the patients how to take their medication correctly. Assessing the patients’ comprehension with regard to the medication(s) is another mandatory role of the community pharmacist. In this study, majority of the respondents 264 (51.97%) felt that the pharmaceutical care services provided overall by the community pharmacy was good, though improvements could be made with regard to understanding the patients’ comprehension levels.

Keywords: Community Pharmacist, Counselling services, General Level Framework, Patients satisfaction, Pharmaceutical care services, Seven-star pharmacist.