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User experience with the Ask Your Pharmacist teleconsultation platform.

Line Guénette1, Alexandre Chagnon2, Véronique Turcotte1

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Summary

Patients and pharmacists reported high satisfaction with the "Ask Your Pharmacist" teleconsultation platform. This service appears to effectively meet patient needs and may reduce the need for physician visits.

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Area of Science:

  • Pharmacy practice
  • Digital health
  • Patient care technology

Background:

  • Pharmacists increasingly use technology and social media for patient communication.
  • Concerns exist regarding confidentiality and legal issues with current digital communication methods.
  • The "Ask Your Pharmacist" platform was developed in Quebec, Canada, to address these challenges.

Purpose of the Study:

  • To evaluate patient and pharmacist satisfaction with the "Ask Your Pharmacist" teleconsultation platform.
  • To assess the perceived usefulness of the teleconsultation service in Quebec.
  • To understand pharmacist motivations for participating in the platform.

Main Methods:

  • A web-based satisfaction survey was administered to patients and pharmacists.
  • Participants described their experiences and satisfaction with the "Ask Your Pharmacist" platform.
  • The survey explored the perceived utility of the service.

Main Results:

  • High patient satisfaction (96.2%) and perceived need fulfillment (88.7%) were reported.
  • Most patients (75.5%) felt further consultations on the discussed matter would be unnecessary.
  • Pharmacists were motivated by patient needs (85.1%), professional promotion (55.6%), and improved drug utilization (55.6%).
  • Written consultations required more pharmacist research (81.5%).

Conclusions:

  • The "Ask Your Pharmacist" platform demonstrates high user satisfaction and perceived usefulness.
  • The service may reduce the need for physician and emergency department visits.
  • Further research is recommended to evaluate the platform's impact on healthcare service utilization.