Bridging gaps in patient-pharmacist connectivity: A qualitative study on telehealth pharmacy perspectives
Keywords:
Telehealth pharmacy, Patient-pharmacist connectivity, Qualitative study, Trust, Patient satisfactionAbstract
Telehealth pharmacy has emerged as a valuable tool for enhancing this relationship, offering a modern approach to healthcare delivery. Understanding the effects of telehealth platforms on patient outcomes is critical in optimizing their use. This study aims to explore the perspectives of patients and pharmacists on utilizing telehealth platforms to improve patient care and strengthen their relationship, particularly focusing on service quality, trust, loyalty, and satisfaction. A total of 302 participants, including both patients and pharmacists who regularly use telehealth platforms, were recruited from outpatient settings. In-depth interviews were conducted with the participants, and thematic analysis was employed to identify and explore key experiences and perceptions. The theme of Quality service emerged as the most prevalent, being reported by 80% of participants, signifying a large effect size (Cohen’s d = 0.85) in shaping patient perceptions. High-quality service was strongly associated with increased trust (reported by 70% of participants, medium effect size; Cohen’s d = 0.55), which in turn contributed to patient loyalty (65% of participants, moderate effect size; Cohen’s d = 0.47) and satisfaction (reported by 75%, moderate effect size; Cohen’s d = 0.53). Statistical analyses revealed that these associations were significant at p < 0.05. The study highlights the significant role of service quality in telehealth pharmacy, demonstrating a strong effect on patient trust, loyalty, and overall satisfaction. These findings underscore the importance of maintaining high-quality service to optimize patient care and improve patient-pharmacist connectivity. The study provides valuable insights for future digital healthcare strategies, emphasizing the need for practices that foster sustained and meaningful relationships between patients and pharmacists.
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