Assessing consumers’ perception and demand on the community pharmacists’ dispensing

Yapp Wen Xuan, Hui Poh Goh, Inayat Ur Rehman, Naeem Shafqat, Yaser Mohammed Al-Worafi, Long Chiau Ming, Andi Hermansyah

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1 Citation (Scopus)


Background: This study aimed to assess the general public's perception of services provided by community pharmacies, their willingness to utilize these services, their satisfaction with and understanding of community pharmacists, and their views on dispensing separation and pharmacy medicines (P medicines). Methods: An online cross-sectional study was conducted, in which questionnaires were distributed among the general public. A novel questionnaire was designed and validated specifically for this study. It was composed of six sections: demographics, pharmacy usage and service preferences, understanding and satisfaction with pharmacists, views on dispensing separation, private community pharmacies, and knowledge of P medicines. Statistical analyses such as one-way ANOVA, independent t test, and binary logistic regression were employed, with a p value of < 0.05 considered statistically significant. Results: The study received 222 responses. The majority of the respondents were females within the 20–29-year-old age group (62.2%). Most respondents preferred to consult doctors for medical treatment, with their primary reason for visiting community pharmacies being to collect prescribed medicines. About 52.7% of respondents expressed their willingness to avail of screening services and treatment for minor illnesses at community pharmacies. A statistically significant difference was found among different age groups regarding their views on the dispensing separation system, with those aged 41–50 years demonstrating higher scores. However, the binary logistic regression analysis did not reveal any statistical significance when comparing the understanding of P medicines among respondents. Conclusions: In general, the public prefers to consult doctors for medical treatment and visit community pharmacies predominantly to collect prescriptions or purchase over-the-counter medications. Nonetheless, they are also open to utilizing services provided by community pharmacists, particularly screening services and treatment for minor illnesses.

Original languageEnglish
Article number162
JournalJournal of Pharmaceutical Policy and Practice
Issue number1
Publication statusPublished - Dec 2023


  • Affordability
  • Consumers’ perception
  • Dispensing separation system
  • Health policy
  • Medicine
  • Medicine access


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