Evaluation of pharmacy value-added services in public health facilities: Staff perception and cost analysis

Izzati Yussof; Nor Haizan Ibrahim; Asilah Che Ayub; Norsyazana Ab Hashim; Ching Ju Choon; Chew Yee Chee; Asma Amalina Abdul Rani; Helmi Hafiz Hashim

doi:10.1016/j.rcsop.2022.100120

Evaluation of pharmacy value-added services in public health facilities: Staff perception and cost analysis

Explor Res Clin Soc Pharm. 2022 Feb 26:5:100120. doi: 10.1016/j.rcsop.2022.100120. eCollection 2022 Mar.

Authors

Izzati Yussof¹, Nor Haizan Ibrahim¹, Asilah Che Ayub¹, Norsyazana Ab Hashim¹, Ching Ju Choon¹, Chew Yee Chee¹, Asma Amalina Abdul Rani¹, Helmi Hafiz Hashim¹

Affiliation

¹ Pharmaceutical Services Division, Jabatan Kesihatan Wilayah Persekutuan Kuala Lumpur & Putrajaya, 50590 Kuala Lumpur, Malaysia.

Abstract

Background: Pharmacy Value Added Services (VAS) were introduced in Malaysian public health facilities to facilitate the process of medicine collection. Examples include Drive-through pharmacy, Medicine by Post, SMS Take&Go, Appointment Card and medicine locker, commonly referred to as Medibox.

Objectives: To assess the perception of VAS among pharmacy staff, and to compare the time and cost needed to prepare medications for VAS and conventional counter service.

Methods: A cross-sectional study was conducted in 17 public health facilities across Kuala Lumpur and Putrajaya from May until September 2020. There were two parts of this study: 1) a survey on the perception of VAS among pharmacy staff, which assessed respondents' experience of handling VAS and their perception towards the services; and 2) a cost analysis to compare the direct cost of preparing refill medications for VAS and conventional counter service, estimated from average salary and direct non-medical cost.

Results: 290 respondents answered the survey. Most respondents had a positive opinion about VAS. Lack of storage and insufficient manpower were the top two barriers in VAS utilisation and implementation as perceived by pharmacy staff. The average time (in minutes) needed to prepare one prescription was highest for Medicine by Post service (10.31), followed by Medibox (10.25), Appointment Systems (6.24) and conventional counter service (3.99). Medibox had the highest average cost per prescription (RM5.49), followed by Medicine by Post (RM5.05), Appointment Systems (RM2.89) and conventional counter service (RM1.75).

Conclusions: The majority of the respondents involved in this study acknowledged the benefits of VAS to patients, but there were aspects of the services that could be improved. Preparation of patient medication for VAS requires significantly more time and cost than conventional counter service, indicating the need to review and streamline implementation of the services.

Keywords: Government program; Health personnel attitude; MOHM, Ministry of Health Malaysia; Medication access; Pharmaceutical service; Pharmacy administration; Pharmacy practice; RM, Malaysian Ringgit (Ringgit Malaysia); SMS, Short Message Service; SPUB, Integrated Drug Dispensing System (Sistem Pendispensan Ubat Bersepadu); UMP, Medicines by Post (Ubat Melalui Pos); VAS, Value Added Service.