Comparison of factors influencing patient choice of community pharmacy in Poland and in the UK, and identification of components of pharmaceutical care

• Main Authors: Merks P, Kaźmierczak J, Olszewska AE, Kołtowska-Häggström M
• Format: Article
• Language: English
• Published: Dove Medical Press 2014-05-01
• Series: Patient Preference and Adherence
• Online Access: http://www.dovepress.com/comparison-of-factors-influencing-patient-choice-of-community-pharmacy-a16833

Piotr Merks,1 Justyna Kazmierczak,2 Aleksandra Elzbieta Olszewska,3 Maria Koltowska-Häggström4 1Department of Pharmaceutical Care, Medical University of Warsaw, Poland; 2Department of Hygiene, Bioanalysis and Environmental Studies, Medical University of Silesia, Katowice, Poland; 3Department of Pharmacy, Ashford and St Peter’s Hospitals National Health Service Trust, Guildford Road, Chertsey, Surrey, United Kingdom; 4Department of Women’s and Children’s Health, Uppsala University, Uppsala, SwedenBackground: Several factors, which are components of pharmaceutical care, can influence a patient’s choice of a community pharmacy store and contribute to frequent visits to the same pharmacy.Objectives: To compare factors that influence a patient’s choice of pharmacy in Poland and in the UK, to identify which of them are components of pharmaceutical care, and to relate them to patient loyalty to the same pharmacy.Methods: A self-administered, anonymous questionnaire was distributed to clients visiting pharmacies in Poland and the UK January–August 2011. Comparisons were performed using chi-square tests and logistic regression. All statistical analyses were performed using SPSS 20.0.Results: The response rate was 55.6% (n=417/750; 36 pharmacies) and 54.0% (n=405/750; 56 pharmacies) in Poland and in the UK, respectively. The most frequently reported factors, as defined by a percentage of responders, were in Poland: 1) location (84%); 2) professional and high-quality of service (82%); 3) good price of medicines (78%); and 4) promotions on medicines (66%). In the UK, the most commonly reported factors were: 1) professional and high quality of service (90%); 2) location (89%); 3) good advice received from the pharmacist (86%); and 4) option of discussing and consulting all health issues in a consultation room (80%). Good advice and an option of discussing personal concerns with a pharmacist are components of pharmaceutical care. Thirty-eight percent of patients in Poland and 61% in the UK declared visiting the same pharmacy.Conclusion: Components of pharmaceutical care are important factors influencing the patient’s choice of pharmacy in the UK and, to a lesser degree, in Poland. Additionally, more patients in the UK than in Poland are committed to a single pharmacy. Therefore, implementing the full pharmaceutical care in Poland may contribute to an increase in patient loyalty and thus strengthen competitiveness of pharmacy businesses.Keywords: pharmacy choice, patient’s preferences, pharmaceutical care, patient-reported outcomes (PRO), health care system