Exploration of Patient's Perception Towards Pharmacy Appointment Card System (PACS) in Major Specialist Hospital Setting: A Qualitative Study

Introduction Value-added Services (VAS) was adopted and implemented by the pharmacy unit to shorten medication refills waiting time. The most popular Pharmacy VAS service in Hospital Tuanku Ampuan Najihah is the Pharmacy Appointment Card System (PACS). This study aims to explore patient's view, belief and understanding on the PACS.  

Methodology Face to face, semi-structured interview involving 18 outpatients using PACS were conducted. Respondents were queried about; views, perceived advantages and disadvantages of PACS; and facilitators and barriers surround PACS. Thematic content analysis was used to identify insights from the data. 

Results Identified themes include, 'Attitude', 'Knowledge and awareness' and 'Expectations'. Although dissatisfied towards the efficiency of PACS, respondents would still like to continue this service, citing it as being age-friendly, convenient and stress reducing. Respondents with logistical issues claimed that logistics remained a barrier to prescription refills, despite being subscribed to PACS.  Poor service awareness and explanation resulted in low compliance rate towards prescription refills via PACS. This leads to confusion among respondents on the implementation process of PACS. Expectations on PACS include, the allocation of a dedicated PACS counter, a personal reminder message and the presence of highly trained staffs.  

Discussion Similar to findings of other VAS studies, patients from rural areas expressed logistical barrier for prescription refills, despite being subscribed to VAS.  

Conclusion Respondents were satisfied with PACS. Improvements in efficiency and service awareness can boost the adoption rate among patients.   

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